Resource Center
Success Stories
How Schindler Relies on Candid Employee Feedback to Assist in the Development of its Managers
Senior leadership now has a reliable yardstick for evaluating a manager’s capability to create loyalty within their team.
Customer & Employee Feedback Guides Parchment in Turning Credentials into Opportunities
Parchment looks to Net Promoter not only as a key performance indicator of customer loyalty, but a driver of continuous improvement that clearly demonstrates the company’s commitment to customer collaboration and co-creation.
Service Excellence is a Key Differentiator for ShotSpotter
Reputation for trust and transparency leads the technology provider to experience steady growth and strong customer retention.
Client-focused Reputation Brands POP an Industry Leader
A 40-point increase in POP’s Net Promoter Score® proves that a company-wide commitment to improve satisfaction and elevate its client-centric culture can pay off.
Strong Customer Relationships Helps Ipreo Outshine the Competition
Learn how strong customer relationships, coupled with Satrix Solutions’ best practice approach, helps Ipreo outshine the competition. Ipreo ranks among the world’s most successful client-centric organizations with impressive customer performance metrics.
Covario’s Commitment to Client Satisfaction Results in Strong Retention and Customer Loyalty
Discover how Satrix Solutions helped to increase Covario’s Net Promoter Score® significantly over a two-year period.
EBooks
The Essential Elements of a Customer Advisory Board
Key considerations for planning your upcoming Customer Advisory Board.
Steps for Designing an Effective Net Promoter Score Survey
Practical steps for obtaining honest feedback and reliable data.
Tips for Executing a Successful Sales Win Loss Program
How to gather a wealth of insights from the sales process.
Fundamental Ingredients for Cultivating Engaged Employees
How to uncover what drives employee engagement and satisfaction to ensure organizational success.
Strategies for Generating Strong Survey Response Rates
Proven best practices for increasing the number of customers who answer your survey.
Our Point of View
How Are You Calculating Your Net Promoter Score?
Evan Klein discusses three different methodologies commonly used for calculating Net Promoter Score, and weighs in on the one he thinks delivers the greatest degree of accuracy and reliability.
Develop a Successful Customer-Centric Workforce
At the heart of every customer-centric organization are its people. Evan Klein shares his thoughts with 1to1 Media on the behavioral attributes required of your people to create a true customer-centric culture.
Utilize Customer Feedback to Drive Sales
Detailed customer insights are a veritable treasure trove of valuable information for your company. We show you how to influence prospects by leveraging customer satisfaction programs.
The Employee’s Role in a Best-in-Class Service Organization
Every member of the team has an opportunity to contribute to creating a compelling customer experience, or one that fails to deliver on your brand promise.
Six Valuable Insights For Improving Sales Close Rates
Business leaders are constantly seeking opportunities to increase sales effectiveness or learn how to better convey their value proposition. Discover how a Sales Win/Loss Analysis can help transform your sales organization.
Three Considerations Before You Compensate Employees Based on Net Promoter Score
The debate on financially rewarding employees based on survey responses is nothing new. We share three ways to ensure your Net Promoter Survey incentive program will flourish.
Customer Advisory Boards: A Unique Opportunity to Listen
Gathering customer feedback can be accomplished in many different ways. We share how a Customer Advisory Board can enhance the customer experience.
Capitializing on Your Net Promoters
We share three simple ways you can channel brand evangelists to improve the bottom line.
5 Customer Metrics Every Company Should Track
Evan Klein of Satrix Solutions shares his expert opinion with 1to1 Media on the important customer metrics that are strongly correlated with financial performance.
Presentations
Society of HR Management Presentation – How to Keep Interdepartmental Relationships Running Smoothly
In this session, Evan Klein of voice of customer and employee engagement consulting firm, Satrix Solutions, discusses steps HR leaders can take to eliminate silos and build strong relationships between departments.
#CSSummit17 Presentation: Why Customer Success Without Cultural Adoption = Failure
In this session, Evan Klein of voice of customer and employee engagement consulting firm, Satrix Solutions, reviews proven strategies for reinforcing your company’s customer success culture to get everyone rowing in the same direction.
Strengthen Your Service Culture and Reap the Business Benefits
A strong service culture doesn’t just happen. It’s something you cultivate and actively manage, just as you would with any other initiative at your company.
#CSSummit2016 Presentation: You have your survey data, now what?
Despite the resources dedicated to Voice-of-Customer (VoC) programs, many companies struggle to fully capitalize on the feedback and generate a quantifiable return. Evan Klein shares expert advice on how to evolve your survey program into a best-in-class, mission critical initiative – recognized across the company as a source of revenue and profit growth.
How Net Promoter Builds a Culture and Drives Growth
Evan Klein speaks to Customer Success professionals on how to maximize the impact of NPS.
How to Conduct a Successful Survey Campaign as Part of Customer Success
Satrix Solutions founder and president, Evan Klein, shares best practices for conducting a successful survey campaign at the Pulse Customer Success Conference in San Francisco.
Reshape Your Net Promoter Program
Learn how TriNet used lessons learned to effectively raise the bar with closing the loop, reporting, segmentation, and employee accountability.
A Five-Year Net Promoter Journey
Discover how Covario successfully created a Net Promoter culture through hiring, training, incentives, internal branding, business development and communication – all of which has led to strong growth.