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The Future of How Clients Buy - Eric Gregg
Manage episode 335048864 series 2841582
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It's no secret that the B2B buyer has changed more in the past ten years than in the previous 100. The modern consumer is digitally driven, socially aware, and has all the information they need at their fingertips. So, how can B2B service providers keep up with this rapid evolution and meet the buyers of today where they're at?
To help us find the answer to this question, we're joined by Eric Gregg, Founder, and CEO of ClearlyRated, an online client satisfaction survey firm that works with B2B service providers to maximize the value of their client experience surveys. They achieve this through leveraging Net Promoter Scores (NPS) to improve retention, grow accounts, win new business, and maximize online reputation. Since its founding, ClearlyRated has sustained double-digit growth by actively partnering with firm leaders and managers to find answers to critical issues of client satisfaction and retention.
In this episode, Eric shares his expertise and provides a \overview of the evolution taking place in the client buying and decision-making process and the different ways that professional service firms can address these changes. He highlights the importance of being proactive, building deeper connections with clients, and making diversity, equity, and inclusion a priority, plus so much more!
Key Points From This Episode:
- An overview of what ClearlyRated does and why it matters to B2B service providers.
- Why ratings and referrals are important for professional service firms.
- Recent trends that reinforce the value of referrals, including information symmetry.
- Insight into why risk aversion increases as the buying group size increases.
- Evaluating the role that trust plays on an institutional, individual, and repetitional basis.
- The impact that COVID-19 has had on the vetting process in the B2B space.
- What Eric believes drives client satisfaction today, including proactivity.
- The opportunities that professional service firms have to utilize data to add value.
- Why relationship building and 'soft skill' development are crucial in this context.
- Using what Eric calls the 'two by one' strategy to connect with clients on a deeper level.
- The role that authenticity plays in building deeper connections.
- How important diversity, equity, and inclusion are for buyers in the professional services environment today.
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