Business-to-Business Customer Loyalty: Cultural Differences

E.G. Insight Begins Cross-Cultural Research on Business-to-Business Customer Confidence, Satisfaction, and Loyalty

Saint Paul, MN, November, 2008 – The customer research and consulting firm, E.G. Insight, has initiated a study to look at geographic and cultural trends in business-to-business customer behavior and performance ratings.

Using data from more than 105,000 customer interviews and E.G. Insight’s proprietary Customer Confidence Index® (CCI), a team of analysts will build a comprehensive report to provide benchmark scores by country, region, and continent.

The CCI takes into account the complex relationship between present customer perceptions, perceived changes in performance, and the importance of certain areas of performance to the customer.

A study using CCI data has never been done on this large of a scale using these advanced techniques. The results will reveal any cultural biases or tendencies within the data. The study will be completed in early 2009, and results will be used in projects with current and future E.G. Insight clients, many of which are Global 1000 companies.

The Customer Confidence Index captures data about the consistency of performance, momentum with customers, and the importance of key relationship factors. The result is a multidimensional metric – the Customer Confidence Index – which has been shown to be a more accurate predictor of future buying behavior than satisfaction-based methods.

For more information about how to use tools like the Customer Confidence Index in collecting customer feedback, CLICK HERE to contact E.G. Insight today.