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B.I.G. Enterprises Submits Itself to
Customer Scrutiny
-by Dave King
South El Monte, CA - For a majority of companies in these time-crunched
days, the ‘follow-up call’ to determine a customer’s satisfaction with a product
and/or service has become a rarity. This unfortunate fact of business life has
led many companies to the mistaken belief that ‘no news must be good news’ when
customers don’t call in to complain. But is it really?
Booth manufacturer, B.I.G. Enterprises (www.bigbooth.com),
recently submitted itself to customer scrutiny when it retained an independent
third-party strategic marketing firm, Richmond, Virginia-based Beckett Advisors,
to understand their satisfaction with, and perceptions of, B.I.G.’s products and
services.
Interviews with a wide variety of customers from a five-year period indicated
90% placed B.I.G. in high categories of product satisfaction. In the words of a
manager at a leading car rental company, "We do a lot of research on a lot of
vendors. Their designs are not ‘off the shelf’ but redesigned especially for
us.”
To gain insight on how to better serve customers, the survey drilled down
further to determine if B.I.G.’s service proposition was in line with what
customers wanted and 84% of those interviewed placed B.I.G. in high categories
of service satisfaction.
Dave King, Vice President, shares, “We had a good feeling about what customers
want from our products and services but we really wanted to make sure an
independent party asked the right questions, listened intently and identified
exactly what our customers have to say.”
To put the Customer Survey rankings in perspective and share how they’ll guide
customer relationships with B.I.G. Enterprises going forward, Mr. King explains,
"We’re grateful for the feedback customers have shared with us. Our team is
looking forward to continuously improving how we communicate with, and serve,
the B.I.G. customer. We sincerely appreciate the candor and constructive advice
that was offered."
Author Dave King, has 21 years of experience in the pre-fab booth industry as
V.P. of B.I.G. Enterprises, Inc™ (www.bigbooth.com).
He is a recognized authority on parking, toll, info kiosk, and perimeter
control/security/surveillance.
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