Blog Posts of Evan Klein
Net Promoter System® (NPS®)
What is Net Promoter Score®?
Both a customer loyalty metric and organizational discipline, Net Promoter Score (NPS) is a widely used customer loyalty measurement tool to monitor customers' enthusiasm...
Overall Customer Satisfaction Score (CSAT)
What is the Overall Customer Satisfaction Score?
Fireside Chat: The importance of a positive onboarding experience
The first experience a new customer has with your company sets the stage for a successful relationship. Therefore, a smooth onboarding experience is critically important to not only ensure product...
Does your company genuinely embrace feedback driven change?
“How are your clients using customer or employee insights to drive positive change?”
5 Considerations For Your B2B CX Program
This article was originally published by Gainsight.
Why VC Communities Should Include a Customer Experience Expert
The number of Venture Capital firms shining a spotlight on customer experience with their own portfolio companies is on the rise. And given the recent conversations we’ve had with several Venture...