Author Archives: John O'Connor

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Susan and Bill have Relationship Problems! (Part III)

On September 22, 2014, Posted by , In B2B Relationships,Net Promoter Score

The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – excuse the boating pun – over the past few months and now have a new challenge to face. At the last board meeting,…

Susan and Bill have Relationship Problems! (Part II)

On September 12, 2014, Posted by , In B2B Relationships,Net Promoter Score

Following on from last week’s post on Bill and Susan, we explore what happens next in their story. EPISODE 2: “Performing Zone” versus “Danger Zone” Susan, Sales Director: “Those Deep-Relationship-NPS results were incredibly revealing and more than a little scary. Very few of our large accounts are Ambassadors and our…

Susan and Bill have Relationship Problems!

On September 4, 2014, Posted by , In B2B Relationships,Net Promoter Score

The Susan & Bill Trilogy When we launched Deep-Relationship-NPS in early-2014, we created a storyline around two fictitious characters called Bill (a thoughtful but somewhat introverted Marketing Director) and Susan (a more aggressive low-attention-span Sales Director). They may be fictitious but they bear more than a passing resemblance to some…

Do Americans REALLY score more positively than Europeans?

On August 26, 2014, Posted by , In Benchmarking,Net Promoter Score

In a previous blog, I wrote that Europeans were more stingy than Americans when it came to customer feedback. Or words to that effect. Since then, people have been asking if this is REALLY true, and where is the evidence for this claim. Well, yes it IS true and while…

Why B2B Benchmarking is NOT a good idea!

On July 16, 2014, Posted by , In Benchmarking,Net Promoter Score

If I got a penny for every time a client has asked “How do we compare against our competitors?” or “How are we doing against the benchmark for our industry?” I’d be a rich man. Most of our clients want to know how they are doing against the benchmark score…

Why are Trust and Commitment so Important in B2B?

On June 13, 2014, Posted by , In B2B Relationships

“Commitment and trust, rather than (or at least in addition to) power and dependence, are now central to discussions of business relationships. Researchers and practitioners have come to view most interactions between business parties as events that occur over the course of a relationship between two or more partners.” The…

Trusted Relationships = Consistently Good Service

On May 13, 2014, Posted by , In B2B Relationships

At Deep-Insight, I spend a lot of my time trying to help our clients figure out how to build strong trusted relationships with their B2B (Business-to-Business) customers. Trust is all about honesty, fairness and acting with integrity. It’s one of the most basic elements of human interaction. And perhaps the…