BBS causes the brain to override ‘sense’ and ‘rationality’ which severely impacts the way people – customers/employees – make decisions and take action.
Customer and employee dissatisfaction are at an all-time high universally, as evidenced by snowballing customer dissatisfaction and the ‘global great resignation’. Customers are notorious for saying one thing and doing another and if you ask them about their experience – the likely response is ‘great, its all good’
The challenge for B2B businesses is how to discover what your customers really feel about you as traditional research rarely uncovers what is really going on. As with the proverbial iceberg – how do we manage what ‘we don’t know’?
Simple, our bespoke behavioural neuroscience-based research methodology gets ‘under the hood’ of what customers really want and how they really feel about your product/service and business.
We have decades of research experience through our parent company Integrated Research Advisory Services.
Our principal consultant Behavioural Neuroscientist Dr. Lucia Kelleher has been a QPR (Qualified Professional Researcher) since 2009. All our consultants are members of The Research Society and adhere to professional standards regarding research practices and privacy.
Discover customer expectations
Identifying buying behaviours misses the mark
Historically B2B customer research has focused on discovering how to promote customers to repeat buy or renew contracts. In the third decade of a technology-enabled customer-driven market, the penny is yet to drop. What customers expect to experience engaging with your company is what matters, then the rest looks after itself.
This is the real ‘gold’, get this right, and your customers will not only stay, but they will spread the word far and wide because currently, customer experience is at a low base – across the board.
It is easier than ever to stand out simply by showing your customers your care by taking the time to find out what they expect.
Align your customer interface
Operations service aligned with what customers expect
A customer’s ongoing experience of your service or product is transformed ‘if’ your operations team is on the same page with understanding their expectations. Currently, research indicates customers expect to be disappointed when interacting with organisations.
Therein lies a massive opportunity to stand out with your customers as one of the few organisations where service expectations are met, the net effect is exponential given the low starting base.
Ensuring all your operational touchpoint people understand what your customers and stakeholders expect, is the alchemy that turns your customers into advocates.
When they ‘feel’ that your people genuinely care about their experience and they’ll be so delighted they’ll tell everyone
When they ‘feel’ appreciated and valued by customers, intrinsic satisfaction matters much more than a pay cheque