19 October, 2020

What to do with Customer Feedback

By |2020-10-20T07:49:09-07:00October 19th, 2020|Categories: Customer Experience|

I recently posed this question on LinkedIn: Who in your organization receives the results and feedback from your Voice of the Customer program? The conversation it sparked among my peers was enlightening but it was the response from our client that I found to be most valuable for my network. As the Vice President of [...]

5 October, 2020

3 Ways to Maximize the Value of Open-Ended Responses from Customer Surveys

By |2020-10-05T15:06:06-07:00October 5th, 2020|Categories: Customer Experience|

In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys. Whether you leverage a text-analytics tool or read and code all free form responses manually, maximizing the value derived from this rich insight depends on what you do next. [...]

29 September, 2020

Are In-app Surveys Effective for Measuring Overall Customer Satisfaction?

By |2020-09-29T11:07:36-07:00September 29th, 2020|Categories: Customer Experience|Tags: |

When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of measuring overall satisfaction? To answer this question, I sat down with Steve Bernstein, CEO and Founder of Waypoint, and Evan Klein, Founder and President of [...]

21 September, 2020

Should All Customer Feedback Be Considered Equal?

By |2020-09-21T14:33:23-07:00September 21st, 2020|Categories: Customer Experience|

Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition and build a strong reputation as a customer-centric organization. But with different customer personas (decision-maker, end-user), should all customer feedback be considered [...]

15 September, 2020

Tips to Analyze Open-Ended Responses from Customer Surveys

By |2020-10-05T14:59:02-07:00September 15th, 2020|Categories: Customer Experience|

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. From Net Promoter Score (NPS) to Customer Satisfaction (CSat) to Customer Effort Score (CES), there is almost no end to the information available on how to measure, analyze, and report [...]

8 September, 2020

Why Customer Experience is Important to Marketing

By |2020-09-08T19:38:22-07:00September 8th, 2020|Categories: Customer Experience|

As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility and shift their focus towards understanding what drives customer loyalty. And marketing is taking the baton by gathering actionable insight through a range of [...]

31 August, 2020

Does your company genuinely embrace feedback driven change?

By |2020-09-01T06:25:02-07:00August 31st, 2020|Categories: Customer Experience|

“How are your clients using customer or employee insights to drive positive change?” When speaking with business leaders about engaging Satrix Solutions for a voice of the customer or voice of the employee program, I’m often asked a version of this question. I genuinely enjoy being asked, partially because we have so many great examples, [...]

12 August, 2020

How to Quantify the ROI of your Customer Experience Program

By |2020-08-13T06:58:16-07:00August 12th, 2020|Categories: Customer Experience|

When it comes to measuring the impact of your customer experience (CX) programs, many people would likely look to a Customer Satisfaction or loyalty metric, like Net Promoter Score. While improvements in your score would rightfully suggest that your investment in CX may be paying off, there are additional key performance indicators (KPIs) you should [...]

14 July, 2020

Customer Feedback Can Be Dangerous – Here Are Two Examples

By |2020-07-14T14:53:17-07:00July 14th, 2020|Categories: Customer Experience|

“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 associations, software companies, and investors advising company executives to keep their finger on the pulse of customer sentiment. Without line of sight into the evolving needs of [...]

22 May, 2020

The Value of Strong Customer Relationships

By |2020-05-22T08:54:02-07:00May 22nd, 2020|Categories: Customer Experience|Tags: , |

Around the world, folks are beginning to emerge from isolation protections. Many are trying to do all they can to make successful business decisions in an unknown and complicated environment. People are anxious. They feel disconnected. And businesses are facing tough decisions. The anxiety we feel about what the future holds can overwhelm us, leading [...]