Voice of the Customer

Unrivaled B2B Customer Insights

In B2B, measuring relationships provides ultimate value. We use voice of the customer methodology to generate a deep level of insight. Not only do you gain quantitative data, but we also uncover qualitative insight. Plus, we develop action plans so you can use benchmarking data for real, measurable improvement.

We use Customer Insights (CI) to inform every engagement, but many clients use our CI offering a la carte. Our customer insights work delivers value on its own but unlocks exponential value in Customer Experience (CX) strategy when used as part of our complete process.

A Market Leader in Customer Insights for 20+ years

Our researchers, analysts, and consultants have practiced customer experience since before it was coined "customer experience." We've performed thousands of programs across the globe in dozens of languages and hundreds of verticals.

Top Insights for Top Accounts

Our 80/20 team has proven time and time again that the top quartile of customers generates 89% of the revenue. If you cater to your top customers, everything else will fall into place. Accordingly, we look at customer insights through an 80/20 lens. We perform in-depth interviews with decision-makers from top accounts — top revenue generators who not only have a say in whether to award you more business but also have intimate knowledge of your performance. Our focus on top accounts ensures maximum ROI.

The Holy Grail of Customer Insights

We focus on in-depth interviews with decision-makers at top accounts. Our in-depth interviews have a 75%+ response rate. We interview decision-makers at our clients' top accounts. And we mean interview. Customers tell us everything: What they think, what they feel, and their impulses. We know quickly whether or not top customers are happy and secure or if they're leaving and why.

Loyalty

In B2B, the most loyal customers are those who believe there is a true partnership between the company and the customer. Our Customer Insights programs will investigate the state of your customer relationships and loyalty. We use Net Promoter Score (NPS) as a loyalty metric. NPS is a true gauge for experience and performance, but, it’s also a way to judge the success of commercial, marketing, and operational initiatives.

Exceptional NPS consulting calculates more than a score: it identifies areas where improvements can be made to elevate results. Scores alone create a vacuum. No one knows exactly what the result means, except that the number “goes up or down.” The true value of NPS is in discovering the “why”— we will ask your customers "why did you give Company X that particular score?" Then, we continue to probe to deliver more than a score – we transform your customer insights into a strategy of how to improve the business in general.

Price

Strategex will do more than determine how your prices rate on a satisfaction scale from 1-10. We will help you with pricing strategy. We will ask how you are priced compared to the competition and we will take it further. If you are priced higher, we will determine if you are priced fairly because of your superior quality, industry-leading technology, or devoted customer service reps. If you are priced lower than the competition, we will determine if a price hike is in order and how much of a hike your customers will tolerate.

Competition

We find out which customers prefer a competitor over you, in which instances, and why. Maybe your product quality is excellent, but your account reps are understaffed and slow to return calls. Maybe you overpromise on delivery dates and fail to notify customers of delays. Maybe tech support is hit or miss because several veteran engineers have retired. Whatever the reason, we will find out why customers are awarding business to competitors instead of you, and how you can win them back.

Innovation

Companies often do not have a good read on the innovation needs of their customers. The innovation feedback we unearth will tell you which projects to tackle and the right sequence.

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Strategex clients rave about us. Here's what some of them have to say.

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“When Strategex presented their first data analysis, it was eye-opening. At the end, we saw quantifiable improvements and have a more engaged organization.”

- Jose Garcia, President - Kadant Solutions Division -

“Good customer due diligence allows us to leverage some of the positive aspects of a company while surfacing competitive risks and exposures at the same time. We rely heavily on the Net Promoter Score which influences how we think about the potential for future market share gains and losses.”

- David W. Schroeder, Operating Partner - Baird Capital -

“We’re consultant adverse and Strategex didn’t feel like a consultant. It felt like you were in the cockpit with us instead of someone on the outside.”

- Gary Schreiber, Vice President - Power Construction -

“We evaluated the targeted customers from the Strategex project, and in the past 12-month period, their performance and the orders they placed paid for the project itself.”

- Katherine Wilson, Vice President of Marketing - Anova -

The strongest improvement we’ve made was teaching our people about the importance of top accounts. The most significant benefit is the organization is aware of the “voice of the customer.” With day-to-day pressures, it’s easy to lose sight of our critical customers. It was validated when the CEO of a top account personally thanked us for interviewing his team – it confirmed that asking for feedback is something customers appreciate.

- Fabian Siffert, Head of Market and Business Development - Coperion -

Build & Strengthen Top Accounts

We study your top accounts to inform a strategy that extends beyond sales and service to every aspect of the organization.

Our work uncovers insights that drive profits, loyalty, customer success, and increase the value of your brand.

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Net Promoter Score (NPS) & loyalty

Competitor intelligence & benchmarking

Brand perceptions

Wallet share

Innovation opportunities

Future outlook

Customer Insights for Customer Experience

Our Customer Insights work delivers value on its own but unlocks exponential value in Customer Experience strategy when used as part of our complete process. Strategex's CX is holistic, data-driven, and makes a measurable difference.

We focus efforts on the most profitable customers so our clients can be rewarded with more profits. We study your top accounts to inform a strategy that extends beyond sales and service to every aspect of the organization.

But we don't just measure where you are today. Our strategies seek to define where you will be tomorrow. It's not just about tracking NPS or wallet share – it's about optimizing your entire business to change those metrics. Ultimately, we give you the CX strategy that drives profitable market share growth.

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WE SPECIALIZE IN SERVING B2B MANUFACTURERS.

We work with some of the largest business-to-business companies in the world, some leading private equity firms, and some emerging small businesses.

When you amplify the voice of the customer, you amplify your bottom line.

Unrivaled B2B Customer Insights

A Market Leader in Customer Insights for 20+ years

Top Insights for Top Accounts