Presented by Evan Klein, Founder and President of Satrix Solutions, at Customer Success Summit, Track 1.

1. Companies That Elevated their
VoC and Survey Programs -
and ROI - to New Heights

2. About Satrix Solutions
Supported by voice-of-customer (VoC) experts, Satrix
Solutions is a consultancy dedicated to furnishing our clients
with insights they rely on to improve their products and
services, differentiate from the competition, and scale their
business.
Key Takeaway: We deliver trustworthy data and objective
recommendations that enable your company to:
• Deepen Loyalty
• Reduce Churn
• Increase Account Expansion
• Drive Referrals
• Create a Customer-Centric Culture
@SatrixSolutions

3. Case Study 1:
Establish a “Listening Post,” then add
more
@SatrixSolutions

4. Satrix Solutions Service Portfolio - Where to Start?
Sale Onboard
Sales
Win/Loss
Interviews
Post Onboarding
Surveys
Customer
Advisory
Board
Customer
Perception
Audit
Customer
Journey
Mapping
Product
Surveys
Delight, Retain, Expand, Renew, Engage
“Relationship”
CSAT Surveys
NPS
Surveys
Support
Surveys
Employee
Engagement
Surveys
eNPS
Surveys
Inter-
Departmental
Surveys
Employee
Opinion
Surveys
Churn
Defection
Interviews
Employee Exit
Surveys
@SatrixSolutions
Employee
Onboarding
Surveys

5. Elevate Your VoC Program
Feedback Program That Yields Bad Data
Invite Feedback But Do Nothing
No Voice of Customer Program
Invite feedback + Triage
+ Closed Loop
+ Promoter Activation
+ Reliance on Feedback for Improvements; Priorities, Resource Allocation, etc.
+ Activities that Enhance the Culture of Service Excellence
+ Quantification of Return on Investment
@SatrixSolutions

6. Case Study 2:
Ensure you are avoiding common
pitfalls
@SatrixSolutions

7. Wait! Poor Fundamentals to Avoid
1. Poor Survey Design 3. Low Response Rates
4. Gaming 5. Biased Interpretation
2. Survey Population Issues
@SatrixSolutions
6. Inaction

8. Case Study 3:
Apply rigor to the closed-loop process
@SatrixSolutions

9. Rigorous Closed-Loop Process
 People resources identified
 Training & scripts
 Process & workflows defined
 Detractors
 Passives
 Promoters
 High value non-responders
 Alerting criteria; triggers
 Accountability
 Response time
 Method of outreach
 Documentation
 Follow-up
 Reporting
 Share learnings, themes, stories, etc.
 Quantify the impact
@SatrixSolutions
Detractors
PassivesPromoters
Non-
responders

10. Case Study 4:
Ensure the insights are shared broadly
@SatrixSolutions

11. Relevant Insights to All Business Leaders
@SatrixSolutions
Service
Organization Sales
Executive
Team Marketing
Product
Development
Human
Resources
Happy
Customers &
Employees
Key Findings | Loyalty Drivers | Common Frustrations | Recommendations

12. Case Study 5:
Take steps to emphasize cultural
adoption
@SatrixSolutions

13. Intense Focus on Culture
Service-Centric Culture
Top-down
commitment
Mission,
Vision, Values
Customer Informed
Decision Making
Map the Journey
Championship
Team
Rewards &
Recognition
Socialization &
Story-telling
Start with
hiringGive employees
a voice
@SatrixSolutions

14. Evan Klein
Founder & President
Direct: 480-773-6120
evan@satrixsolutions.com
linkedin.com/in/evanbklein
SatrixSolutions.com
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