14 November, 2017

Why Investors Care About Your Customer Satisfaction Data

By | 2017-11-14T09:40:47+00:00 November 14th, 2017|Customer Experience, Voice of the Customer|

Over the past five to ten years, Private Equity Firms and Venture Capitalists have increased the attention they pay to customer satisfaction data. There’s now a greater appreciation for the negative impact churn has on customer lifetime value (CLV) and the company’s overall business prospects, as well as the growing proof that high customer satisfaction [...]

4 January, 2017

Modern Day Customer Experience Lessons from a 1947 Cinema Classic

By | 2017-09-28T13:43:18+00:00 January 4th, 2017|Best Practices, Customer Experience|

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, [...]

20 September, 2016

Creating a Customer Experience Culture (Part 2)

By | 2016-09-20T13:58:30+00:00 September 20th, 2016|Best Practices, Customer Experience|

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 [...]

13 September, 2016

Strengthening Your Service Culture (Part One)

By | 2016-09-23T11:13:36+00:00 September 13th, 2016|Customer Experience, Employee Engagement|

We are big believers that strengthening your service culture is an important component for a successful customer experience program. That’s why we recently hosted a Leadership Lunch with Phoenix-area business leaders to discuss this very topic. Take a look at your competitors’ websites (maybe even your own). I bet most express their love for customers and [...]

26 March, 2014

How to Improve the Customer Experience

By | 2016-03-09T09:32:14+00:00 March 26th, 2014|Customer Experience|

3 Rules for Exceeding Customer Expectations Here’s a not so secret fact: customer experience leaders outperform competitors and are often rewarded with higher retention levels, greater share of wallet, and lower customer acquisition costs. Bottom line – customer experience leaders are more profitable! While the good news is we are seeing more companies embrace a [...]

4 December, 2013

Five Steps to Complete Before Building a Customer Journey Map

By | 2017-03-28T10:51:47+00:00 December 4th, 2013|Best Practices, Customer Experience|

Several years ago, I worked with an organization that tried to do everything at warp speed, including building its customer journey map. As result of moving too quickly, the organization failed to educate and prepare its staff for the project. This created a rift inside each department, which slowed the process down and caused the [...]

12 August, 2013

The Publicis Omnicom Group Merger – What Does it Mean to your Agency?

By | 2017-10-04T12:29:26+00:00 August 12th, 2013|Customer Experience|

A shockwave was recently sent through the advertising world when the merger between two industry giants, Publicis Groupe and Omnicom Group, was announced. By joining forces, the new advertising conglomerate, Publicis Omnicom Group, will have $23 billion in revenues and employ 130,000 people worldwide. Whether the merger presents an opportunity for your agency or represents a [...]

21 February, 2013

The Importance of Memorable Customer Experiences

By | 2014-08-05T08:02:23+00:00 February 21st, 2013|Customer Experience|

This past December a member of my family unexpectedly required a hospital stay. While visiting our relative, my sister mistakenly left her purse, along with her wallet, inside the ladies public restroom. Soon realizing her error she returned to find her purse still there. Her relief was soon gone when she realized her bankcards and [...]

11 February, 2013

Loyal Customers Want Consistent Experiences

By | 2014-08-05T08:02:57+00:00 February 11th, 2013|Customer Experience|

I live in close proximity to several different chains of grocery stores. I've been a loyal shopper to one particular location since 2005 and have never thought twice about stepping inside another store unless it was out of necessity.  That all changed a few months ago when I started to see my customer experience go [...]