Sigma Thermal's CEO, Jeff Ackel, Shares Insights on the Thomas Industry Update Podcast

In today’s competitive market, simply having a great product isn't enough for businesses to succeed. Many industrial companies focus too much on their products and neglect the overall customer experience, leading to unsatisfied customers who don’t fully understand why things didn’t work out and aren’t sure how to improve the situation.

Jeff Ackel, the CEO of Sigma Thermal, has demonstrated how exceptional B2B service can transform a company. He emphasizes that other businesses should adopt a similar customer-centric approach. Recently, he was invited to appear on the Thomas Industry Update Podcast, hosted by Tony Uphoff, where he discussed his innovative strategies. This podcast, featuring insightful interviews with industry leaders, offers practical advice and tips that listeners can apply to their own ventures. Sigma Thermal is proud to have Jeff Ackel featured on such a prestigious platform.

The Nuances of B2B Customer Experience

According to Ackel, the customer experience in the B2B sector differs significantly from the B2C environment. In B2B transactions, the buyers are professionals who make purchasing decisions as part of their jobs. They seek clear, objective information about cost and quality to benefit their businesses. Unlike B2C customers, who often make emotional choices, B2B buyers require straightforward, factual details. Additionally, multiple stakeholders within a single client organization may be involved in the decision-making process. Ensuring consistency, transparency, and positivity across all interactions is crucial to meeting their expectations.

Sigma Thermal's Unique Approach

Ackel realized the significance of tailoring the customer experience to meet the specific needs of B2B buyers. One challenge, however, is gauging the true value of your service. As Uphoff noted, customer experience can be difficult to quantify, often measured on a subjective scale from one to ten. What feels like a ten to one person might be an eight to another and a five to someone else.

Ackel’s goal at Sigma Thermal is to convert the intangible into something concrete by defining customer experience in clear, binary terms—either positive or negative. This involves conducting surveys during the sales process to compare internal perceptions of service quality with actual customer feedback. While surveys are useful, Ackel points out that they often reflect dissatisfaction rather than satisfaction, as unhappy customers are more likely to respond. To address this, Sigma Thermal reaches out to customers directly through follow-up conversations with sales personnel or project managers, allowing them to gather feedback without realizing they're being surveyed. Ackel notes, “We believe this method provides a fairer assessment since we’re not just hearing from those who are dissatisfied.”

Customer experience remains a top priority for Sigma Thermal, and the company takes pride in being a trailblazer in delivering consistently positive experiences. To learn more about Jeff Ackel’s insights, tune in to the full episode on Apple Podcasts, Spotify, Google Play, or Stitcher.

Discover how Sigma Thermal prioritizes responsiveness, transparent communication, and expert guidance to ensure client satisfaction. For more insights into our customer-first philosophy, explore our resources further.

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