When business is booming, little thought goes to generating leads, and instead keeping customers satisfied and giving great service becomes challenge number one.

Happy customers are usually loyal customers. If their overall buying experience is positive, repeat purchases and greater profitability become far more likely.

Most businesses claim to have excellent customer service and support  – after all, they have a phone, email as well as social media support round the clock. And a couple of years ago, this would have been enough.

However, in the digital age, competition and buyer empowerment are stronger than ever before. While this is fantastic news for customers around the world, it also means that businesses now need to do more to match and exceed the expected levels of customer experience. This is where live chat services come in.

Market Research is such a broad subject, that people are often afraid to get into it, because they don't know where to start, or what they should be researching first.

Whereas in reality, those questions are actually the beginning of the process itself, and done well, will pay fabulous dividends.

UK businesses will now be scrambling fast to get back to some sort of normal, now there is roadmap out of Covid lockdown, and with the prospect of customers returning in droves, businesses are looking towards 24/7 Live Chat to help them maximise service levels and convert opportunity.

To successfully grow your business, it is essential to gain a deep understanding of your customers, and their motivations for buying your products and services.

A lot of businesses talk about having a good NPS or wanting to improve their NPS. But what exactly is it; why should you care about it; and how do you go about measuring and improving it?

A key objective of most research is to get closer to your customers, or potential customers, to find out everything you can about them, in relation to your product or service.

Business Market Research, or B2B Research, as it is commonly known, is no different. Your customers just happen to be other businesses, individuals, or departments within those businesses rather than members of the general public, or consumers.

Mystery shopping is an highly valuable tool used by thousands of the best B2C & B2B businesses across the UK. And all those businesses have one thing in common. They understand that by investing in understanding and delivering an exceptional customer experience, they will be closer to achieving their business goals.

Although there is no one-size fits all definition, Market Research can reasonably be defined as the activity of gathering and analysing information (data) to answer questions about your business or organisation and its products or services. This process, and the insight from it allows you to get closer to your customers and make more informed decisions.

I recently wrote this short article for the B2B Marketing Expo 2020 and thought it well worth re-sharing here in the Yomdel blog. Customer Experience is now so fundamental to business success, that all the world's top companies make it a formalised component of their strategic plans.