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

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

20
Sep

Creating a Customer Experience Culture (Part 2)

In part one of our article, we offered five recommendations to strengthen your service culture. In part two, we cover additional best practices for creating a customer experience culture that will foster delivery of a “WOW” service experience your customers will appreciate. Strengthen Your Service Culture from Satrix Solutions   Systematic Customer Experience Measurement is … Read More

8
Aug

Top Five Ways to Distribute Your Online Survey

One of the biggest obstacles to collecting actionable data from online surveys is getting people to actually take it. And one way to boost survey response rates is to ensure you’re reaching as many people as possible by utilizing more than one distribution method. So…how should you distribute your online survey? For employee surveys, you … Read More

25
Jul

How Effective is Your Voice-of-Customer Program?

From informal tactics such as social media monitoring to formal approaches such as customer satisfaction surveys, it’s safe to say most businesses embrace some form of capturing customer feedback. Regardless of where your organization fits in, you’ve likely wondered: Could we be doing more? The short answer is yes. That’s because an effective Voice-of-Customer program is … Read More

11
Jul

Getting Specific with Customer Satisfaction Survey Response Scales

All of us are familiar with the basic construction of survey response scales, even if we’re not aware that we are. They are prevalent in the customer satisfaction surveys we know so well these days, thanks (in part) to so many companies recognizing the power customers have today, and the desire to serve them better. … Read More

13
Jun

How to Increase Survey Response Rates

A common challenge for many B2B companies is how to increase survey response rates for relationship surveys (those that are typically sent once or twice a year to gauge overall customer sentiment). That’s because a small survey sample could render your survey data unreliable, or make it difficult to elicit meaningful insights to drive decision … Read More