More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key. Expanding community involvement among employees and customers provides both a substantive and meaningful impact for the public good and can improve business success. While not the [...]
Online and in-app surveys, focus groups, advisory boards, and user groups can be fantastic methods for gathering valuable customer feedback. Each approach has a place in the overall customer experience strategy for business leaders who rely on customer input to guide important business decisions. However, one method of customer feedback collection that is sometimes overlooked [...]
Read the latest market analysis for your industry. For better or worse, the landscape is likely saturated with dozens of competitors – each promising the latest and greatest. While a crowded industry can signal a strong demand for your products and services, it also means competitors are not just vying for the attention of your [...]
Many of us can still vividly recall the great recession of 2008. Jobs were scarce and the people who remained employed wondered if their pink slip was next. Fast forward to the present day and the employment landscape thankfully looks much different. Today, the need for workers far outweighs the number of viable applicants for [...]
This article was originally published by Gainsight. Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. While this shift in mindset is certainly paying [...]
Evan Klein, Founder and President of Satrix Solutions, sat down with Tyler Winkler, CEO of UserIQ, a platform that helps businesses realize the full value of customer success so they can fight churn, grow accounts, and align the entire business on users’ needs to discuss the future of the customer success industry. Evan Klein: Over [...]
We recently were invited to conduct a webinar with Insight Partners to share our best practices for establishing or evolving your Net Promoter Score program to ensure it delivers deep customer insights that – when properly leveraged – will accelerate revenue growth for your organization. Watch the recording to discover how you can accurately obtain [...]
The number of Venture Capital firms shining a spotlight on customer experience with their own portfolio companies is on the rise. And given the recent conversations we’ve had with several Venture Capital (VC) and Private Equity (PE) firms, we know this trend isn’t going away anytime soon. More VC firms are embracing the “community” approach [...]
The only thing more important than keeping your finger on the pulse of customer and employee sentiment is maintaining a thorough understanding of the competitive landscape. Your customers may be pleased, and your employees may be engaged – but if a competitor generates enough buzz, both may be at risk for defection. Therefore, it’s vital [...]
My wife and I welcomed our firstborn son, Stanley, this past winter. Despite months of research, buying the latest gadgets, and a mountain of unsolicited parental advice, nothing prepared us for the loads of complicated information we would have to retain. Whether it’s navigating the complex world of insurance claims or heeding advice from the [...]
