Decoding Customer Satisfaction with Evan Klein

Pragmatic Live Chat

“Understanding precisely why your users are happy or frustrated should inform the product roadmap and your continuous improvement efforts are likely to enhance your company’s reputation.” – Evan Klein

In this product chat, Evan Klein, Founder and President of Satrix Solutions, shares insights on understanding customer behavior and its impact on business success.

The conversation revolves around the importance of data-driven decision-making, focusing on key data points businesses should monitor. Evan also emphasizes the significance of staying attuned to customer sentiment and discusses the best practices for obtaining unbiased and unfiltered feedback from customers.

In this presentation, Evan discusses:

  • Benefits of a strong user experience
  • The purpose and how to conduct a key driver analysis
  • Why humans (not machines or AI) should be responsible for thematic analyses
  • Risks of data quality and reliability
  • Who should conduct customer interviews and other best practices

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  • Pragmatic Editorial Team

    The Pragmatic Editorial Team comprises a diverse team of writers, researchers, and subject matter experts. We are trained to share Pragmatic Institute’s insights and useful information to guide product, data, and design professionals on their career development journeys. Pragmatic Institute is the global leader in Product, Data, and Design training and certification programs for working professionals. Since 1993, we’ve issued over 250,000 product management and product marketing certifications to professionals at companies around the globe. For questions or inquiries, please contact [email protected].

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