Satrix Solutions is a customer experience and employee engagement services firm, positioning companies to maximize revenue and profit growth by creating passionate advocates who will stay longer, spend more, and refer others. Benefitting from a range of feedback programs and a consultative approach, companies that partner with Satrix Solutions experience improvements in retention, expansion, referrals, reputation, and sales win rates. The objective insights and recommendations delivered empower business leaders to outperform the competition and achieve higher valuations in the public and private markets. Flawless execution is the focus as we embark on designing and implementing your customer feedback and employee engagement programs, utilizing best practices and avoiding common pitfalls. We rely on our extensive experience to analyze and interpret your feedback data, without bias, and deliver reliable, representative and trustworthy metrics, as well as segmentation data and vital trends that are both informative and actionable. The added visibility into customer perceptions and employee sentiment enables business leaders to make more informed decisions and prioritize improvement efforts that will serve as a competitive advantage, and fuel growth.Listed below, our portfolio of services includes design, construction, execution, analysis, reporting, recommendations, action planning and ROI quantification:- Customer Satisfaction Surveys- Net Promoter Score (NPS)®- Customer Advisory Boards- Customer Perception Audits- Sales Win - Loss Analysis- Customer Churn Analysis- Employee Net Promoter Score (eNPS)- Employee Satisfaction / Engagement Surveys- Employee Opinion Surveys- Interdepartmental Surveys- Competitive Intelligence Research & Benchmarking Surveys- Market Awareness, Segmentation & Perception Research

- Established and led the office of Client Satisfaction - responsible for improving iCrossing’s customer centricity and working with executives to inject strong customer centric beliefs and behaviors into the organization. - Regularly and systematically gathered and analyzed feedback from customers and prospects regarding their level of satisfaction with iCrossing and their overall perception of the organization. - Collected, analyzed, interpreted and disseminated Voice of Customer (VoC) feedback – provided specific feedback in areas of excellence and opportunities for improvement- Identified customer service pain points and root causes – drove process improvement initiatives and behavioral changes to reduce or eliminate vulnerabilities- Initiated and ran numerous client satisfaction programs, including multiple Customer Advisory Boards, bi-annual Customer Satisfaction Surveys, Customer Reference Program, Customer Defection Analysis and New Business Win / Loss Analysis

- Managed Capital Markets Intelligence business, a global consulting practice with $50M in revenue and nearly 200 employees in New York, Chicago, San Francisco, London and Hong Kong- Responsible for P&L oversight, client satisfaction & retention, employee communication & retention, business & strategic development, competitive intelligence and public relations- Grew revenue in 2003 and 2004 after two consecutive years of revenue decline- Increased new customer count by more than 15% in both 2003 and 2004- Significantly improved client satisfaction, with more than 90% of clients indicating high levels of satisfaction (as measured by 2004 customer survey)- Reduced costs / improved margins - without sacrificing employee morale or customer experience- More than tripled steals from competitors while losses fell by more than 50%- Personally responsible for driving several million dollars in new revenue during tenure

- Started West Coast operations, serving Fortune 500 technology companies- Responsible for all customer metrics of West Coast Office, including satisfaction, retention, profitability and reference accounts - Managed staff which increased from four to 25+ during tenure- Increased office revenues by more than 500% to over $4 million in two years, far exceeding revenue growth targets

- Promoted four times in as many years before serving as manager of one of the division’s largest groups- Managed staff of 15 with profit-loss responsibility