Fireside Chat: Command Alkon on Creating a Customer-Centric Culture
For Command Alkon, gathering customer feedback on the direction of the company and its efforts for delivering an A+ customer experience is a top priority.
Blog Posts of Evan Klein
The Inexpensive Survey Tool – Good or Bad for Corporate Research?
When SurveyMonkey was founded in 1999 its availability ushered in a new chapter in customer research. No longer were companies solely reliant on expensive research firms to field customer...
The Underappreciated Cost of Customer Escalations
Prior to founding Satrix Solutions, I was responsible for the professional services division of a prominent financial technology firm that served nearly 1,000 customers. During my tenure, I had hoped...
How to Create Customer Advisory Boards That Deliver Value
If you’ve been following our blog series on Customer Advisory Board (CAB) best practices, you’ve seen that we’ve covered a wide range of topics. This includes tips for making your first a CAB a...
Setting the Customer Advisory Board Meeting Agenda
Customer Advisory Boards, also known as a CAB, can be an ideal way to engage some of your most valued customers in worthwhile, strategic discussions. That’s because the input elicited is helpful in...
Interdepartmental Communication and Its Impact on Customers
Take a moment to think about the various roles within your organization. What are the primary responsibilities of each individual department? More importantly, is everyone rowing in the same...
The First 100 Days: Setting the Tone for Success
The first 100 days in a new leadership role bring both excitement and pressure. What will you accomplish in the first few months? Do you have a plan in place to assess the strengths and weaknesses of...
The Customer Advisory Board Invitation Letter
Establishing a customer advisory board requires thoughtful consideration and comes with multiple steps. If you have the requisite buy-in and you’ve been deliberate about selecting your initial ...
Creating a Customer Experience Culture (Part 2)
In part one of our article, we offered five recommendations to strengthen your service culture. In part two, we cover additional best practices for creating a customer experience culture that will...