About Evan Klein

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So far Evan Klein has created 37 blog entries.
4 January, 2018

The Inexpensive Survey Tool – Good or Bad for Corporate Research?

By | 2018-01-25T10:53:11+00:00 January 4th, 2018|Best Practices, Survey Methodology|

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 satisfaction or market research surveys. Naturally, the DIYer fell in love with the tool since it was free and relatively easy to use. Within just a [...]

3 October, 2017

The Underappreciated Cost of Customer Escalations

By | 2018-01-25T10:53:42+00:00 October 3rd, 2017|Customer Churn, Customer Satisfaction|

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 to concentrate primarily on developing our people, growing the business, creating value for our customers, and improving the customer experience. Instead, I found myself spending [...]

23 August, 2017

Fireside Chat: Parchment Drives Retention and Growth with Net Promoter System

By | 2017-08-24T13:06:21+00:00 August 23rd, 2017|Fireside Chat, Net Promoter Score|

  Parchment is a digital credential service that serves over 9,000 organizations who use their platform to exchange transcripts and other credentials globally. The company’s customer-centric vision led them to adopt the Net Promoter® System as one of several methods to measure the customer experience. We sat down with Kevin Martin, Parchment’s Senior Director of [...]

31 July, 2017

How to Create Customer Advisory Boards That Deliver Value

By | 2018-01-25T10:38:51+00:00 July 31st, 2017|Best Practices, Customer Advisory Board|

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 success, how to compel key customers to join your CAB, and establishing the meeting agenda. But there are still a few [...]

28 June, 2017

Setting the Customer Advisory Board Meeting Agenda

By | 2018-01-25T10:44:37+00:00 June 28th, 2017|Best Practices, Customer Advisory Board|

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 guiding important decisions for your company – decisions that lead to stronger customer relationships and increased revenue. But this is only true [...]

3 April, 2017

Interdepartmental Communication and Its Impact on Customers

By | 2017-05-04T16:29:11+00:00 April 3rd, 2017|Employee Engagement|

Take a moment to think about the various roles within in your organization. What are the primary responsibilities of each individual department? More importantly, is everyone rowing in the same direction (customer-facing role or not) when it comes to working together to do what’s best for your customers? Businesses large and small often struggle with [...]

7 March, 2017

The First 100 Days: Setting the Tone for Success

By | 2017-05-04T10:53:56+00:00 March 7th, 2017|Best Practices|

The first 100 days in a new leadership role brings 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 your employees, and the company? How do customers truly feel about your products and services? Your actions and [...]

22 February, 2017

The Customer Advisory Board Invitation Letter

By | 2017-07-07T08:55:52+00:00 February 22nd, 2017|Best Practices, Customer Advisory Board|

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 Customer Advisory Board (CAB) members, it’s time to compel your chosen customer contacts to participate. This will usually take the form of a phone call or in-person meeting [...]

20 September, 2016

Creating a Customer Experience Culture (Part 2)

By | 2016-09-20T13:58:30+00:00 September 20th, 2016|Best Practices, Customer Experience|

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 foster delivery of a “WOW” service experience your customers will appreciate. Strengthen Your Service Culture from Satrix Solutions   Systematic Customer Experience Measurement is [...]

13 September, 2016

Strengthening Your Service Culture (Part One)

By | 2016-09-23T11:13:36+00:00 September 13th, 2016|Customer Experience, Employee Engagement|

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 Phoenix-area business leaders to discuss this very topic. Take a look at your competitors’ websites (maybe even your own). I bet most express their love for customers and [...]