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 proven gauge of experience and performance, and 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. 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 for how to improve the business in general.

Measuring Customer Satisfaction (C-SAT) is critical to competitiveness and growth. Strategex will systematically gauge how your products, services, and overall experience align with customer expectations. We provide valuable insights that drive strategic decision-making. C-SAT metrics provide a clear picture of where a business excels and where it falls short, allowing for targeted improvements and innovations.

The benefits of evaluating customer satisfaction extend far beyond quality assurance. By consistently meeting or exceeding customer expectations, companies can foster long-term loyalty, reducing churn and increasing customer lifetime value. Regular C-SAT assessments enable businesses to stay attuned to evolving customer needs and preferences, ensuring they remain relevant and competitive in a rapidly changing business landscape.

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.

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.

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.