Employee Empowerment Supports Customer Satisfaction
My Experience with an Empowered Employee
Recently, I purchased customized t-shirts online for our team to wear at an upcoming volunteer activity. Unfortunately, when I received the shirts a week...
Blog Posts of Heather Timney
Measuring Customer Loyalty with Net Promoter Score®
How are you identifying and engaging your most satisfied customers? Many of the world’s most successful customer-centric organizations are measuring loyalty with the “Ultimate Question,” also known...
Tips for Minimizing Survey Non-Responders
How to convey to customers that you value their feedback.
A customer’s refusal to respond to customer satisfaction and Net Promoter Score® (NPS) surveys can baffle business leaders. After all, we do...
Don’t Forget to Listen to Your Employees Too
A friend of mine recently gave a letter of resignation to his manager. To say his boss was stunned was an understatement. As one of the top performers in the organization, the manager labeled him...
Utilize Customer Feedback to Drive Sales
Detailed customer insights are a veritable treasure trove of valuable information for your company. They help inform process improvement decisions, the allocation of company resources, feature /...
The Art of Following Up on Customer Feedback
Recently, a colleague of mine moved across town into a new home. As we talked about his experience with the moving company, we both marveled at how positive his experience had been. After all, both...
Harness the Power of Happy and Engaged Employees
Recently, I met a woman who has worked for the same organization for nearly twenty years. Pretty impressive considering not too long ago many companies struggled to survive resulting in some pretty...
Introducing Employee Net Promoter Score (eNPS) to Measure Employee Satisfaction
The number of organizations embracing Net Promoter Score (NPS) as a means to gauge customer loyalty continues to rise. In fact, nearly every company we work with uses Net Promoter Score as part of...
The Importance of Memorable Customer Experiences
This past December a member of my family unexpectedly required a hospital stay. While visiting our relative, my sister mistakenly left her purse, along with her wallet, inside the public restroom....
Improve Survey Response Rates
How to Capture Feedback From More of Your Customers
At Satrix Solutions, we take pride in the fact that we regularly achieve survey response rates of 50% to 80% on behalf of our clients.