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 |2019-08-23T15:47:38-07:00August 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 [...]

16 April, 2019

Can You Quantify the ROI for Your Sales Win Loss Program?

By |2019-04-23T14:55:13-07:00April 16th, 2019|Categories: Sales Effectiveness|

In parts 1, 2 and 3 of this series on Sales Win Loss Programs, I focused on why collecting feedback after a sales pitch is so valuable, the different ways it can be gleaned, and best practices for conducting post-sale interviews. In this fourth and final installment, I will share what you should do with [...]

25 March, 2019

The Ideal Sales Win Loss Analysis Template

By |2019-04-23T14:57:58-07:00March 25th, 2019|Categories: Sales Effectiveness|

In part 1, I shared the insights we believe every company should be striving to capture from the sales process. In part 2, I covered some of the most common methods companies use to acquire those insights, with our strong recommendation that every company implements a Sales Win Loss Program. In part 3 of our [...]

12 March, 2019

How to Scale Your Customer Experience Efforts as Your Business Grows

By |2019-07-17T14:43:24-07:00March 12th, 2019|Categories: Customer Experience|

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on. That prediction still holds true today as study after study confirms that customers will pay more for good customer experiences, and loyal customers reward good customer experiences by buying more and spreading the word to their network. But [...]

22 February, 2019

How to Successfully Adopt Employee Net Promoter Score in Your Organization

By |2019-02-25T09:38:25-07:00February 22nd, 2019|Categories: Employee Engagement|Tags: |

Lessons Learned from Schindler Elevator Corporation’s eNPS Program When you step into an elevator today, look down. More than likely you are taking a Schindler product every day and don’t even realize it. That’s because the company is one of the leading manufactures of elevators, escalators, and moving walkways. To keep you and I moving [...]

31 January, 2019

How to Obtain Valuable Insight from the Sales Process

By |2019-04-23T14:59:49-07:00January 31st, 2019|Categories: Sales Effectiveness|

In part 1 of this blog series, we shared the wealth of knowledge we believe every company should be striving to capture from the sales process. I haven’t met a business leader who would pass up the opportunity to learn so much about how their company and offering is perceived versus their primary competitors. Today, [...]