6 April, 2020

Why Encouraging Social Goodwill Cultivates Employee Engagement and Improve Customer Experiences

By |2020-04-07T13:28:32-07:00April 6th, 2020|Categories: Company Culture|

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 [...]

30 March, 2020

In-depth Interviews: What B2B Leaders Need to Know

By |2020-03-31T07:36:10-07:00March 30th, 2020|Categories: Competitive Intelligence|

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 [...]

11 March, 2020

How do you Analyze your Competitors?

By |2020-03-11T12:15:19-07:00March 11th, 2020|Categories: Competitive Intelligence|

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 [...]

18 February, 2020

The Best Workplace Perk Is Giving Your Employees a Voice

By |2020-02-18T11:57:40-07:00February 18th, 2020|Categories: Employee Engagement|

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 [...]

12 February, 2020

5 Considerations For Your B2B CX Program In 2020

By |2020-02-12T12:00:18-07:00February 12th, 2020|Categories: Customer Experience|

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 [...]

10 October, 2019

Fireside Chat: UserIQ on the Customer Success Industry

By |2019-10-10T15:05:47-07:00October 10th, 2019|Categories: Customer Success|Tags: |

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 [...]

25 September, 2019

How to Drive Greater ROI from NPS Programs

By |2019-09-25T13:01:16-07:00September 25th, 2019|Categories: Net Promoter Score|

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 [...]

26 August, 2019

Why VC Communities Should Include a Customer Experience Expert

By |2019-08-26T14:00:10-07:00August 26th, 2019|Categories: Customer Experience|

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 [...]

20 August, 2019

How do you gather information about competitors?

By |2020-03-04T11:40:00-07:00August 20th, 2019|Categories: Competitive Intelligence|Tags: |

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 [...]

15 May, 2019

4 Tips for Effectively Communicating Your Survey Data

By |2019-05-16T12:44:05-07:00May 15th, 2019|Categories: Net Promoter Score|

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 [...]