11 October, 2017

5 Reasons An Expert Should Manage Your Customer Survey Program

By | 2017-12-22T15:36:52+00:00 October 11th, 2017|Best Practices, Customer Satisfaction|

Running a customer survey program internally can seem deceptively simple – appoint an internal resource to manage the process, sign up for a free software tool, export your contact list, write the survey questionnaire, administer the survey, and finally...analyze the results. Is that all it really takes? Sure, there are countless how-to-guides available to help [...]

3 October, 2017

The Underappreciated Cost of Customer Escalations

By | 2017-10-04T08:25:27+00:00 October 3rd, 2017|Customer Churn, Customer Satisfaction|

Prior to founding Satrix Solutions, I was responsible for the professional services division of a prominent financial technology firm that served nearly 1,000 customers. During my tenure, I had hoped to concentrate primarily on developing our people, growing the business, creating value for our customers, and improving the customer experience. Instead, I found myself spending [...]

29 September, 2015

Are Customers Ignoring your Surveys?

By | 2017-07-19T11:09:43+00:00 September 29th, 2015|Best Practices, Customer Satisfaction|

  Tips for Engaging Those Pesky Non-Responders When it comes to customer satisfaction surveys, non-responders (those customers who choose not to provide feedback) are a common concern among business leaders. Beyond the ramifications of sample validity and margin of error, “silent” customers pose a risk to your company simply because you do not know how [...]

17 July, 2014

Is Your Company Heading for an Iceberg?

By | 2014-08-05T07:46:36+00:00 July 17th, 2014|Customer Churn, Customer Satisfaction|

The stress of dealing with unhappy customers - it’s something we all experience at some point. Some of the implications of this problem are obvious. Maybe you or members of your team are the recipient of direct (and possibly not so pleasant) feedback. Often times, financial resources are allocated to try to address the situation. [...]

3 June, 2014

Top Ten Common Problems in Designing Effective Survey Questions

By | 2017-07-19T11:11:53+00:00 June 3rd, 2014|Best Practices, Customer Satisfaction|

Reflecting back on my legal studies, I often equate survey question development to direct examination and cross examination of witnesses during a trial. Questions in a courtroom cannot be overly prejudicial to either side, so as to force an answer from a witness or prejudice the objective jury. Therefore, it’s not a stretch to say [...]

9 July, 2013

Responsive Customer Service

By | 2014-08-05T07:58:47+00:00 July 9th, 2013|Customer Satisfaction|

Working for an organization that prides itself on an ability to bring unique and actionable insights to our own growing list of business-to-business clients, I’m very attuned to my own interactions with other service providers and my customer experience. For a long time I’ve done what most people with work laptops do – type using [...]