20 January, 2021

How Do You Get a Competitive Edge Over a Rival Business?

By |2021-01-20T18:17:46-07:00January 20th, 2021|Categories: Sales Effectiveness|

It’s the start of another sales meeting and you can already tell the news won’t be positive. With revenue for the quarter still shy of targets, you ask the group for an update on their pipeline. The first sales rep begins by sharing how their best opportunity to close this month has fallen through. Another [...]

15 December, 2020

How to Leverage Competitive Intelligence to Impact CX

By |2020-12-15T19:33:04-07:00December 15th, 2020|Categories: Competitive Intelligence|

Have you ever thought about how your customer’s experience is tightly intertwined with the health of your brand? Each experience with your product or service can have an impact on how your brand is perceived overall. A positive experience often leads to higher brand loyalty and increased praise about that experience via word-of-mouth. A negative [...]

1 December, 2020

Does Company Culture Affect Customer Satisfaction?

By |2020-12-01T10:40:04-07:00December 1st, 2020|Categories: Company Culture|Tags: |

More than ever, a strong service culture is critical to the long-term health and success of your business. Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. In this installment on CX best practices, Evan [...]

12 November, 2020

How do you measure customer health?

By |2020-11-12T10:43:16-07:00November 12th, 2020|Categories: Customer Success|Tags: |

When calculating your customer health score, what approach does your organization take? Many companies rely on signals and data from product usage, support tickets, or Net Promoter Score to paint a picture of customer health. Are you also considering customer feedback when determining customer health scores? In this installment on CX best practices, Evan Klein, [...]

2 November, 2020

How Useful is Net Negative Churn

By |2020-11-02T14:18:20-07:00November 2nd, 2020|Categories: Customer Experience|Tags: |

Every company faces some degree of churn. To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Venture capital and private equity firms are particularly interested in expansion revenue as a means of growth and are paying close attention to a company’s Net Negative [...]

19 October, 2020

What to do with Customer Feedback

By |2020-10-20T07:49:09-07:00October 19th, 2020|Categories: Customer Experience|

I recently posed this question on LinkedIn: Who in your organization receives the results and feedback from your Voice of the Customer program? The conversation it sparked among my peers was enlightening but it was the response from our client that I found to be most valuable for my network. As the Vice President of [...]

13 October, 2020

Fireside Chat: The importance of a positive onboarding experience

By |2020-10-14T09:03:15-07:00October 13th, 2020|Categories: Fireside Chat|

The first experience a new customer has with your company sets the stage for a successful relationship. Therefore, a smooth onboarding experience is critically important to not only ensure product adoption but accelerate time to value as well. Evan Klein, Founder and President of Satrix Solutions, sat down with Peter McCoy, co-founder of Baton, a [...]

5 October, 2020

3 Ways to Maximize the Value of Open-Ended Responses from Customer Surveys

By |2020-10-05T15:06:06-07:00October 5th, 2020|Categories: Customer Experience|

In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Whether you leverage a text-analytics tool or read and code all free form responses manually, maximizing the value derived from this rich insight depends on what you do next. [...]

29 September, 2020

Are In-app Surveys Effective for Measuring Overall Customer Satisfaction?

By |2020-09-29T11:07:36-07:00September 29th, 2020|Categories: Customer Experience|Tags: |

When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of measuring overall satisfaction? To answer this question, I sat down with Steve Bernstein, CEO and Founder of Waypoint, and Evan Klein, Founder and President of [...]

21 September, 2020

Should All Customer Feedback Be Considered Equal?

By |2020-09-21T14:33:23-07:00September 21st, 2020|Categories: Customer Experience|

Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition and build a strong reputation as a customer-centric organization. But with different customer personas (decision-maker, end-user), should all customer feedback be considered [...]