Strengthening Your Service Culture (Part One)
We are big believers that strengthening your service culture is an important component for a successful customer experience program. That’s why we recently hosted a Leadership Lunch with...
Blog Posts of Evan Klein
Getting Specific with Customer Satisfaction Survey Response Scales
All of us are familiar with the basic construction of survey response scales, even if we’re not aware that we are. They are prevalent in the customer satisfaction surveys we know so well these...
Make Your First Customer Advisory Board Meeting a Success
So, you’ve decided to take the plunge and institute a Customer Advisory Board (CAB). You’ve talked to peers and you are convinced that a CAB program will drive significant return on investment. Now...
Customer Retention Marketing: Make Your Company Recession Proof
It wasn’t that long ago that the U.S. was mired in the worst recession since the 1930’s. Here we are only a few years later and volatility in the stock market continues. While a turbulent economy...
Fireside Chat with Evan Klein: How HR Solution Provider, TriNet, Listens to the Voice of the Client
Net Promoter Score Success Story
As Manager of Client Success, Rajean Bosier is deeply involved in shaping the client success culture at TriNet. We sat down with her to discuss how the leading...
10 Examples of How You May Be Artificially Inflating Your Net Promoter Score®
“Please fill out my survey, but only if it’s a 9 or 10.”
Cozy Up to Promoters as Part of Your Winning Strategy
Much of the discussion coming out of the Net Promoter® community focuses on what to do with Detractors after they’ve been identified among your customer base. Intuitively, this makes sense –...
How often should you survey B2B customers Contacts?
We know customers still love to provide their opinion. Now the question becomes, how often should you ask for Voice of Customer (VoC) feedback? As you might expect, it depends on the type of survey...
Do Customers Still Respond to Surveys?
6 Reasons Why Customers Still Provide Feedback
Whether it’s the department store clerk asking me to rate my experience or a business partner seeking my feedback, it seems like every day I’m asked to...