“Data in a spreadsheet is going to have a limited effect. How you tell the story and how you convey that to members of the leadership team in a way that is easily digestible and makes it clear how they can act on it is vitally important. If the feedback is only shared with the CEO or with one department, then you’re leaving a lot of opportunities on the table.” – Evan Klein.
In this episode of Pragmatic Live, Eddie Gordon, courseware designer at Pragmatic Institute, interviews Evan Klien about win/loss, customer feedback, and employee engagement programs.
Evan is the founder and CEO of Satrix Solutions. With a passion for voice of customer programs, Evan drew on his experience as the head of client satisfaction at a digital agency to create a business focused on helping B2B companies listen and respond to their most important constituents, including customers, prospective customers, former customers, and employees.
During this episode, Eddie and Evan discuss:
- How to implement systematic feedback processes
- Who should be included in customer satisfaction surveys and interviews
- How to share customer insights in a way the company will feel empowered to act on them
- Benefits of hiring a third-party voice of customer services
- Best practices for approaching win/loss interviews
- How to encourage customers to provide feedback and respond to survey or interview requests
- How employee feedback programs contribute to improving customer experience
Enroll in Foundations
In this course, you’ll learn the ins and outs of the Pragmatic Framework and how to approach win/loss analysis at your company.