Developing customer loyalty is harder than ever in B2B because businesses have complicated business structures (silos), channels to market (direct and distributors), and they have large accounts with many people engaging the same customer. To make matters worse, your B2B customer make decisions by committee to reduce risk. Research has shown that most dissatisfied customers do not complain – in fact, the average business only hears from 4% of its unhappy customers. Even more shockingly, between 65% and 90% of dissatisfied customers never complain, they simply never buy from you again.
If you want loyal customers businesses must make every interaction with the customer count. Inquizo works with our clients to migrate from measuring customer satisfaction to understanding, measuring and delivering an experience with every customer that builds loyalty and ensures their B2B customers repurchase, purchase more and become vocal advocates for your business.
How loyal are your customers?
Feel vendors consistently meet CX expectations
Buying decision completed before contacting a sales person by 2020
Buyers who disengage as soon as content becomes irrelevant