B2B Insights Podcast

This week marks the first episode in our “Insights Inside” series where we speak to business leaders to find out how they’re responding to the current crisis. Joining us today is James Gibson, Insights Manager at Michelin Europe. We discuss how Michelin have remained at the forefront of innovation during COVID-19 and how insights have helped them adapt their strategy to become more digital-focused.

This week I’m joined by Shep Hyken, a customer service and CX expert and the Chief Amazement Officer of Shepard Presentations. Shep is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. In this episode we discuss how brands can manage customer experience in times of crisis, and why it’s more important than ever to develop a customer-first mindset.

The cleaning industry is essential in addressing the current pandemic caused by COVID-19.  EnvirOx is a leader in the manufacturing and marketing of environmentally preferred cleaning technology, and has experienced substantial increased demand in recent weeks for its cleaning products and expertise.

Diana Stewart, President of EnvirOx, discusses cleaning best practices, the role of marketing during the COVID-19 crisis, and the importance of sustainability in keeping both people and the environment safe.

Lorraine Martin, President and CEO of The National Safety Council joins us to discuss how employers can navigate the COVID-19 crisis. Lorraine shares her three-fold strategy; being smart, being prepared and being respectful. She also discusses what we can learn from organizations that are responding well to COVID-19, and what can employers do if they are not sure what to communicate to employees. For more information about COVID19 support from the NSC: nsc.org/coronavirus

This week I’m joined by Antoine Philippe, a hugely experienced and lifelong b2b marketer. Antoine’s illustrious career has seen him head-up marketing, brand management, product management, customer experience and digital marketing departments for leading brands such as Henkel, Hilti and Etex. In this episode we discuss the fundamental components of successful brands, why a strong brand can act as a North Star for internal decision-making, and how to create a customer experience that delivers on the brand promise. Sit back and enjoy this incredible lesson in b2b marketing from one of the best minds in the industry!

What do brands delivering best-in-class customer experience do differently than the rest? In this episode I’m joined by Oliver Truman, Head of Research & Analytics at B2B International, to discuss the findings of a recent study into customer experience performance across b2b brands. Looking through the lens of the ‘6 Pillars of CX Excellence’, we look at why CX progress has stalled among b2b brands, what brands are struggling with most, and the lessons to be learnt from those at the top of the CX game. To learn more about the ‘6 Pillars of CX Excellence’, visit http://b2bint.nl/pillars 

How important is emotion in driving b2b behavior? In this episode I’m joined by Conor Wilcock, Director of Business Development & Sales at B2B International, to share the findings of our recent ‘State of B2B’ study of 2,000 business decision-makers across Europe, the USA and China. We’ll discuss the role that emotions play across the entire b2b buying process, and look at how b2b brands can develop stronger emotional connections with their customers and ultimately win more business. To get your own copy of the report, visit http://b2bint.nl/winning 

Welcome to the B2B Insights Podcast, the show created to give b2b marketing and insights professionals the valuable insights and tactical takeaways they need to develop winning strategies. My name is Nick Hague and I’m the founder and now Head of Growth at b2b market research specialists, B2B International. Each month, I’ll be joined by expert guests as we discuss exciting new trends and opportunities, and explore pressing challenges facing b2b businesses today.