NPS Blog

Podcast Shorts: Get Real Feedback from Your B2B Customers

Rob MarkeyMost companies that serve other companies solicit feedback, often in the form of quarterly or semiannual satisfaction surveys.

The Net Promoter System in a B2B setting also solicits feedback from customers. But that’s where the similarity to conventional methodologies ends. This system’s twin goals are to foster customer engagement and build strong client relationships. It isn’t so much a survey method as a means of facilitating relationship-enhancing conversations. It helps sales reps and account managers get involved in solving customers’ problems. It shows marketers and product designers and service engineers ways to make the customer’s experience better. The feedback it provides is continuous: It offers granular insights into what is troubling or delighting any given customer at any given time.

In this short episode of the Net Promoter System Podcast, I talk about how the system can facilitate relationship-enhancing conversations.

You can listen to the episode on iTunes or through the player below. Click here to view more episodes.

Learn more: Get Real Feedback from Your B2B Customers

One Response to Podcast Shorts: Get Real Feedback from Your B2B Customers

  1. There is no doubt on the power of this question… It was nice to hear that the score itself is not very useful as that is the basis of a product we are developing. Would love to hear your thoughts on an article we wrote sometime back here – http://blog.reputada.com/2016/01/what-good-is-a-net-promoter-score-if-you-cant-improve-it/