Listening to the voice of the corporate

[guest]

Ed Adshead-Grant, General Manager and Director, Payments, Bottomline Technologies, discusses how B2B payments are too often the poor relation when it ...


More...

 

[Jackjthomas]

Ed Adshead-Grant, General Manager and Director, Payments, Bottomline Technologies, discusses how B2B payments are too often the poor relation when it comes to innovation, and looks at some of the ways to improve the payments experience for corporates A few years ago, when companies wanted to know what their customers were thinking, they just asked. It sounds simple enough, but it was anything but. Companies painstakingly pulled together a large random sampling of their customers and then overwhelmed them with dozens of questions about anything they could cram into a half-hour telephone survey. They mailed out questionnaires they hoped customers would fill out and return. They brought a handful of customers together for focus group sessions that could last several hours. Then along came the Internet, and companies embraced email and the Web to poll their customers without incurring high phone or postage costs.


In any case, collecting customer feedback was a massive undertaking that few companies did more than once a year—maybe twice a year if they were lucky—and response rates were typically very low. Survey fatigue was rampant, mostly because surveys were not customer-friendly: They were absurdly long and structured with the company's interests—not the customer's—in mind.


Today, those outdated methods are too slow and infrequent and don't go nearly deep enough to keep up with modern business pressures.


......................... ......................... ...................


Divorce attorney in Rockford IL