24 July, 2018

Fireside Chat: RESULTS.com Discusses the Modern Strategic Plan

By |2018-07-24T14:54:39-07:00July 24th, 2018|Categories: Customer Experience|Tags: |

RESULTS.com is a business management platform that has helped over ten thousand businesses execute their strategy. We sat down with Stephen Lynch, award-winning author of Business Execution for RESULTS and President of RESULTS.com to discuss how companies can streamline their business goals and successfully carry out their strategic plans. Evan Klein: Tell us about the [...]

9 July, 2018

3 Methods to Calculate Your Net Promoter Score in B2B Companies

By |2018-07-10T08:56:54-07:00July 9th, 2018|Categories: Net Promoter Score|

Net Promoter Score (or NPS) has long been recognized as a powerful tool for organizations to assess customer satisfaction and loyalty, and it’s easy to see why. Studies by creator Fred Reichheld determined the “likely to recommend” question had the strongest statistical correlation with repeat purchases and referrals—a key component to the long-term success of [...]

11 June, 2018

How to Encourage Employees to Deliver Exceptional Customer Experiences

By |2018-06-12T09:26:09-07:00June 11th, 2018|Categories: Employee Engagement|

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives. We go more into the topic in this [...]

9 May, 2018

How Customer Feedback Should Be Shared

By |2018-05-09T14:47:32-07:00May 9th, 2018|Categories: Customer Experience|

Here’s a question for you: Who in your organization receives the results and feedback from your Voice of the Customer program? The C-Suite? Your customer service or customer success team? If your answer isn’t “everyone,” you are shortchanging your Voice of the Customer (VoC) program—and the potential return on investment. The benefit of a well-executed [...]

17 April, 2018

Gathering Customer Feedback Through the Lens of Frontline Employees

By |2019-06-27T14:01:53-07:00April 17th, 2018|Categories: Employee Engagement|Tags: |

When it comes to delivering exceptional customer service experiences, frontline employees play a critical role. But this group can also play a vital role in your Voice of the Customer program. As a former frontline facing employee, I’d like to share a story about a time I worked for an office furniture company. In my [...]

2 April, 2018

Fireside Chat: Natero Shares Tips for Customer Success

By |2018-04-03T10:00:43-07:00April 2nd, 2018|Categories: Customer Experience|Tags: , |

Natero helps Customer Success Managers reduce churn, increase expansion, and manage more accounts. We sat down with CEO, Craig Soules, to get his thoughts on how Customer Success Managers can deliver real value. Read our interview: Evan Klein: How has the Customer Success industry changed since Natero was first founded in 2012? Craig Soules: The [...]

26 March, 2018

Fireside Chat: Command Alkon on Creating a Customer-Centric Culture

By |2018-03-27T09:37:40-07:00March 26th, 2018|Categories: Customer Experience|Tags: |

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. To keep the focus on customers, the company partnered with Satrix Solutions to manage its Voice of the Customer (VoC) program. Here's our interview with Leo Marthe, Director of Customer Success, [...]

26 February, 2018

How Do You Get Employees to Take a Survey?

By |2018-03-21T15:21:50-07:00February 26th, 2018|Categories: Employee Engagement|

Employee feedback surveys are increasingly being used to guide management decisions. And it’s important to recognize that value obtained from an employee survey is a direct result of how well the survey process is designed and implemented. This also means it is critically important that your survey achieves a high level of participation to ensure [...]

22 February, 2018

Top Pillars of a Successful Employee Feedback Survey

By |2018-03-21T15:22:01-07:00February 22nd, 2018|Categories: Employee Engagement|

Employee engagement and loyalty are vital to any business’ success. And, these are fast becoming the behaviors that distinguish successful companies from those that fail. But if you’re not capturing employee feedback, be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. That’s because the information gleaned from these programs help [...]

19 January, 2018

Customer Satisfaction Survey Data Cleansing: When Is It Justified?

By |2018-03-21T15:22:37-07:00January 19th, 2018|Categories: Customer Satisfaction|

Once your customer satisfaction survey has closed, the next step is preparing your survey data for analysis. But this can be challenging for many companies, especially when questions arise around data quality. Did the survey contain errors that potentially introduced uncertainty or bias? Was the contact list up-to-date so that the right customer groups were [...]