Lessons Learned in the Moving Truck Recently, a colleague of mine moved across town into a new home. As we talked about his experience with the moving company, we both marveled at how positive his experience had been. After all, both of us had heard the horror stories about movers breaking valuables and holding furniture Read More
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Are You Fully Capitalizing On Your NPS® Promoters?
Three simple ways you can channel brand evangelists to fuel growth. It’s easy to get caught up in responding to negative feedback. After all, when we see an unenthusiastic response or a client rank us poorly in our Net Promoter Score® (NPS) Survey, we justifiably focus our efforts on taking immediate action in the hopes Read More
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Six Valuable Insights For Improving Sales Close Rates
Get to the heart of the decision making process with Sales Win/Loss insights. As business leaders we’re constantly seeking opportunities to increase sales effectiveness or learn how to better convey the value proposition of our products or services. There are many factors involved in the sales process and they typically go well beyond the frequent Read More
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Linking Employee Satisfaction to Customer Loyalty
Happy Employees Can Help Drive Profitability Achieving true customer centricity requires participation from employees across the organization. Customer interactions don’t occur just with customer service personnel. “Touch points” take place throughout the customer lifecycle and likely involve staff in nearly every department. It may be someone in your finance department answering a question about an Read More
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Learn from Customer Defections
One of my favorite quotes comes from Malcolm S. Forbes, who said, “Failure is success if we learn from it.” The central theme of that message drives much of the work we do here at Satrix Solutions. The formal customer feedback programs we implement for our clients reveal considerable insight into customer sentiment and preferences. Read More