19
Sep

Top “Go-To” Resources for Voice of Customer Best Practices

What resources for voice of customer best practices do you recommend most for expanding your knowledge? Earlier this summer, I asked my colleagues this question. Since my teammates each share a strong passion for customer and employee feedback, I knew they’d provide helpful suggestions for those of us looking to brush up on customer experience … Read More

23
Aug

Fireside Chat: Parchment Drives Retention and Growth with Net Promoter System

  Parchment is a digital credential service that serves over 9,000 organizations who use their platform to exchange transcripts and other credentials globally. The company’s customer-centric vision led them to adopt the Net Promoter® System as one of several methods to measure the customer experience. We sat down with Kevin Martin, Parchment’s Senior Director of … Read More

31
Jul

How to Create Customer Advisory Boards That Deliver Value

If you’ve been following our blog series on Customer Advisory Board (CAB) best practices, you’ve seen that we’ve covered a wide range of topics. This includes tips for making your first a CAB a success, how to compel key customers to join your CAB, and establishing the meeting agenda. But there are still a few … Read More

28
Jun

Setting the Customer Advisory Board Meeting Agenda

Customer Advisory Boards, also known as a CAB, can be an ideal way to engage some of your most valued customers in worthwhile, strategic discussions. That’s because the input elicited is helpful in guiding important decisions for your company – decisions that lead to stronger customer relationships and increased revenue. But this is only true … Read More

6
Jun

Fireside Chat: The Customer Success Organization

As the person leading the Customer Success organization, you’re responsible for ensuring the customer is achieving maximum value from your products and services. Every day, you’re watching for signals that a customer is at risk for defection, or overseeing renewals, performing Quarterly Business Reviews, and much more. Some of you may even be asked to … Read More

23
May

Net Promoter Score Improvement Plan

If your Net Promoter Score survey program has stalled, you’re not alone. We often receive inquiries from companies frustrated at the lack of progress made when it comes to prompting leaders across the business to take the necessary actions that will ultimately increase customer loyalty and, with it, the company’s Net Promoter Score. Many times, … Read More

16
May

Volunteerism and its Influence on Employee Engagement

When was the last time your organization came together to volunteer? According to the Bureau of Labor Statistics, 63 million people volunteered through or for an organization between September 2014 and 2015. This is encouraging, but it also indicates there are plenty of companies missing out on the benefits of employee volunteer programs. At Satrix … Read More

24
Apr

How to Mature Your Customer-Centric Culture

One of the essential elements for maturing a customer-centric culture within an organization is empowering employees to proactively seek out and address customers’ needs. This makes it critical to develop employee behavior with a customer-centric focus. Doing so will encourage employees to be responsible and accountable for their workplace performance. The story I’m about to … Read More

3
Apr

Interdepartmental Communication and Its Impact on Customers

Take a moment to think about the various roles within in your organization. What are the primary responsibilities of each individual department? More importantly, is everyone rowing in the same direction (customer-facing role or not) when it comes to working together to do what’s best for your customers? Businesses large and small often struggle with … Read More

7
Mar

The First 100 Days: Setting the Tone for Success

The first 100 days in a new leadership role brings both excitement and pressure. What will you accomplish in the first few months? Do you have a plan in place to assess the strengths and weaknesses of your employees, and the company? How do customers truly feel about your products and services? Your actions and … Read More