According to a recent study by Heidrick & Struggles, the customer is the number-one focus for C-level executives for 2009.  Acquiring new ones, improving retention, and increasing their lifetime value are critical to the success of every organization.  Companies with the highest customer loyalty engage in a co-creative process with their customers. They have a formal process for obtaining customer expectations, preferences and perceptions and they use that feedback to help drive strategic initiatives, service enhancements and process improvements.  This webinar will discuss several types of customer feedback programs, what is required to make them successful, best practices associated with their design and execution and pitfalls to avoid.  It will also cover how they can be leveraged to improve customer loyalty, referrals, retention, share-of-wallet and sales close rates.

About the Speaker

Evan Klein, Founder and President, Satrix Solutions

Evan Klein is the founder and President of Satrix Solutions, a strategic advisory firm based in Scottsdale, Arizona that helps companies turn their customers into loyal advocates.  For more than 15 years, Evan has been responsible for customer acquisition, retention and profitability in high touch point, customer-centric organizations.  As an enthusiastic champion for voice-of-customer driven change, Evan has designed and managed customer feedback programs for several consulting firms and agencies, each serving Fortune 1000 clients.  He has experience with all phases in the life cycle of these programs, including design, construction, execution, analysis and, most important, ensuring they are driving positive change. Prior to founding Satrix Solutions, Evan established and led the office of Client Satisfaction at iCrossing, a 550-person interactive marketing agency.  Learn more about Evan at www.satrixsolutions.com.