The B2B Playbook #142: Get a Competitive Edge with Voice of the Customer Research (VOC) - Alan Hale
We sat down with Alan Hale, president of Consight Marketing Group, to discuss the importance of voice of the customer (VOC) research for B2B companies. Alan is a true expert in the field, and he shared his insights on why customer obsession should be the North star for any business.
According to Bain & Company, only 21% of B2B companies identify and act on customer insights. That's a shockingly low number, and it's one of the main reasons why so many businesses fail to succeed in the marketplace. VOC research allows you to make better business decisions, minimize the risk of failure, and differentiate yourself from the competition.
Alan breaks down the right way to conduct VOC research, emphasizing the importance of taking an outside-in approach and truly understanding your customers' needs, pain points, and expectations. He also highlights the limitations of relying solely on surveys and why qualitative research is crucial for gaining deeper insights.
Tune in and learn:
+ The 80/20 rule: Why you should focus on your best customers
+The 10-30-90 rule: Continuous customer touchpoints for success
+ Practical examples of how VOC research has helped businesses thrive
Whether you're a marketer, business owner, or anyone interested in understanding your customers better, this episode is a must-watch. Alan's wealth of knowledge and real-world examples will open your eyes to the power of customer obsession and the potential pitfalls of marketing malpractice.
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00:00:00 Marketing Malpractice: The Shocking Truth About B2B Companies
00:05:10 The Importance of Voice of the Customer (VOC) Research
00:10:20 Taking an Outside-In Approach: Putting Customers First
00:15:30 The Right Way to Do Voice of the Customer Research
00:20:40 Why Surveys Alone Aren't Enough for VOC Research
00:25:50 The 80/20 Rule: Focus on Your Best Customers
00:31:00 A Practical Example: Helping a Company Enter the U.S. Market
00:36:10 The Power of Customer Obsession: Closing the Loop
00:41:20 Overcoming Objections: Why VOC Research Is Worth It
00:46:30 The Importance of Getting Buy-In from Customers
00:51:40 The 10-30-90 Rule: Continuous Customer Touchpoints
00:56:50 A Red Flag Example: Saving a Major Account
01:02:00 Key Takeaways: Customer Obsession Is the Path to Success
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S06 E142 - The B2B Playbook
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#b2bsaas #revenuemarketing #MarketingStrategy #leadgeneration #b2bcontentmarketing #salesandmarketing #voiceofthecustomer #voc #customerresearch