Blog Posts of Evan Klein
Customer Experience Index (CxPi)
What is the Customer Experience Index?
First Contact Resolution (FCR)
What is First Contact Resolution?
Fireside Chat: The importance of a positive onboarding experience
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...
Does your company genuinely embrace feedback driven change?
“How are your clients using customer or employee insights to drive positive change?”
How Voice Of Customer Programs Can go Wrong
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”
This statement is widely accepted nowadays. There are any number of research firms, professional...
In-depth Interviews: What B2B Leaders Need to Know
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...
5 Considerations For Your B2B CX Program
This article was originally published by Gainsight.
Why VC Communities Should Include a Customer Experience Expert
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...
Can You Quantify the ROI for Your Sales Win Loss Program?
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...