Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • 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 … Read More The post Customer Satisfacti...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • 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 … Read More The post The Inexpensive Survey Tool – Good or Bad ...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • I grew up reading Gary Larson’s The Far Side comic strip, and find myself using examples of those snippets of life lessons often in my career as a Voice of the Customer / Voice of Employee consultant. One comic that I reference the most depicts a boy pushing as hard as he can against a … Read More The post Does Emotional Intelligence Affect Employee Engagement? appeared first on Satrix Solutions.

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • One of the greatest determinants of a successful customer satisfaction survey is achieving a strong response rate. While there are varying opinions as to what the minimum ideal survey response rates should be, it’s generally accepted that the higher the percentage of respondents you have, the better. For a more in-depth look at this topic, … Read More The post Should Businesses Use Employees to Ge...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • We often hear from companies that are looking to gather more candid insight from their customers. Of course, carefully crafted customer satisfaction surveys with open-ended questions (where respondents can type unstructured feedback) is one option. But what should you do to dig deeper into customer sentiment? For companies that are seeking even more granular, highly … Read More The post Tips for I...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • Take a close look at your company’s voice of the customer program. Are you obtaining valuable and objective insight into customer sentiment? Have you been able to successfully uncover ways to drive even deeper loyalty and attract new customers? Is the entire organization rallying behind your efforts? If your answer to any of these is … Read More The post How to Advance Your Voice of Customer Progr...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • Over the past five to ten years, Private Equity Firms and Venture Capitalists have increased the attention they pay to customer satisfaction data. There’s now a greater appreciation for the negative impact churn has on customer lifetime value (CLV) and the company’s overall business prospects, as well as the growing proof that high customer satisfaction … Read More The post Why Investors Care Abou...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • More than likely, saving at-risk business and reducing the chances of customer churn is a key area of focus for your business today. This is leading executives to ask more questions around churn prevention such as: What subtle, or not so subtle, signs are we missing that customers aren’t happy with our products, services, or … Read More The post Customer Churn Prevention Strategies appeared first ...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • What steps should companies take to ensure they are getting an accurate picture of what’s going on across their customer base? It’s a big question—and an important one to answer before you start relying on customer survey data internally. In fact, we created a video to specifically cover survey data quality: One of the biggest … Read More The post How to Ensure Customer Survey Data Quality appeare...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • Running a customer survey program internally can seem deceptively simple – appoint an internal resource to manage the process, sign up for a free software tool, export your contact list, write the survey questionnaire, administer the survey, and finally…analyze the results. Is that all it really takes? Sure, there are countless how-to-guides available to help … Read More The post 5 Reasons An Expe...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • 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 … Read More The post ...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • What resources for voice of customer best practices do you recommend most for expanding your knowledge? Earlier this summer, I asked my colleagues this question. Since my teammates each share a strong passion for customer and employee feedback, I knew they’d provide helpful suggestions for those of us looking to brush up on customer experience … Read More The post Top “Go-To” Resources for Voice o...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  •   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 … Read More The post Fireside Chat:...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • 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 … Read More The post How to Create Customer Advisory Boards That Deliver Value appeared ...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • 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 … Read More The post Setting the Customer Advisory Boar...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • As the person leading the Customer Success organization, you’re responsible for ensuring the customer is achieving maximum value from your products and services. Every day, you’re watching for signals that a customer is at risk for defection, or overseeing renewals, performing Quarterly Business Reviews, and much more. Some of you may even be asked to … Read More The post Fireside Chat: The Custom...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • If your Net Promoter Score survey program has stalled, you’re not alone. We often receive inquiries from companies frustrated at the lack of progress made when it comes to prompting leaders across the business to take the necessary actions that will ultimately increase customer loyalty and, with it, the company’s Net Promoter Score. Many times, … Read More The post Net Promoter Score Improvement P...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • When was the last time your organization came together to volunteer? According to the Bureau of Labor Statistics, 63 million people volunteered through or for an organization between September 2014 and 2015. This is encouraging, but it also indicates there are plenty of companies missing out on the benefits of employee volunteer programs. At Satrix … Read More The post Volunteerism and its Influen...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • One of the essential elements for maturing a customer-centric culture within an organization is empowering employees to proactively seek out and address customers’ needs. This makes it critical to develop employee behavior with a customer-centric focus. Doing so will encourage employees to be responsible and accountable for their workplace performance. The story I’m about to … Read More The post H...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • 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 … Read More The post Interdepartmental Communic...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • 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 … Read More The post The First 100 Days: Setting the Tone for Success appeared first on...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post
  • 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 … Read More The post The Customer...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post

New blog articles detected.

  • Fireside Chats: Betts Recruiting

    Click to download Satrix Solutions’ Customer Success Industry Trends Report Check the latest job boards and you’ll see that the need for customer success professionals is rapidly increasing. That’s where Betts Recruiting comes in. Betts is a global recruitment firm specializing in recruiting revenue-generating talent such as Sales, Marketing, and Customer Success for innovative companies in tech, ...

  • 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 foster delivery of a “WOW” service experience your customers will appreciate. Strengthen Your Service Culture from Satrix Solutions   Systematic Customer Experience Measurement is … Read More The post Cr...

  • Modern Day Customer Experience Lessons from a 1947 Cinema Classic

    If you’re like me, every holiday season you wax nostalgic about all of your favorite holiday movie classics. But if you’re also like me, you might have to admit that it’s actually been quite a long time since you’ve actually sat and fully watched any of your favorites from beginning to end. This year, however, … Read More The post Modern Day Customer Experience Lessons from a 1947 Cinema Classic a...

  • Strengthening Your Service Culture (Part One)

    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 … Read More The post Strengthening Your Se...

  • How B2B Companies Can Gather Competitive Intelligence

    From how competing companies are viewed by your target market to how industry leaders pitch products and services, successful B2B companies build a competitive edge by seeking to understand their competition. For some companies, this is as straightforward as following twitter accounts, dissecting industry news, or reading competitor blogs. For others, it may take on … Read More The post How B2B Co...

Satrix Solutions, LLC.
Satrix Solutions, LLC.
Blog Post

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