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

22
Feb

The Customer Advisory Board Invitation Letter

Establishing a customer advisory board requires thoughtful consideration and comes with multiple steps. If you have the requisite buy-in and you’ve been deliberate about selecting your initial Customer Advisory Board (CAB) members, it’s time to compel your chosen customer contacts to participate. This will usually take the form of a phone call or in-person meeting … Read More

4
Jan

Modern Day Customer Experience Lessons from a 1947 Cinema Classic

If you’re like me, every holiday season you wax nostalgic about all of your favorite holiday movie classics. But if you’re also like me, you might have to admit that it’s actually been quite a long time since you’ve actually sat and fully watched any of your favorites from beginning to end. This year, however, … Read More

15
Nov

How B2B Companies Can Gather Competitive Intelligence

From how competing companies are viewed by your target market to how industry leaders pitch products and services, successful B2B companies build a competitive edge by seeking to understand their competition. For some companies, this is as straightforward as following twitter accounts, dissecting industry news, or reading competitor blogs. For others, it may take on … Read More