Blog Posts of Evan Klein
Net Promoter System® (NPS®)
What is Net Promoter Score®?
Both a customer loyalty metric and organizational discipline, Net Promoter Score (NPS) is a widely used customer loyalty measurement tool to monitor customers' enthusiasm...
Overall Customer Satisfaction Score (CSAT)
What is the Overall Customer Satisfaction Score?
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...