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Waypoint Group's B2B Customer Experience Blog

  • Shouldn’t Taking Care of Your Customers Be At Least A Little Like Taking Care of Your Kids?

    By on June 28, 2017

        Averages are just so… well, average.  What do you think about the family in this cartoon:  You wouldn’t dream of treating your kids like this, would you?  Yet companies view their customer relationships this way all the time.  Break the cycle of average analysis and utilize a method that actually provides meaning.  Check out Flaw of Averages for

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  • Your Bonus Program is Creating Bad Employees

    By on May 26, 2017

    Let’s keep this one short and let the 3-panel cartoon show the story that we’ve all experienced, but often encourage in our own companies. Who among us enjoys a service representative saying such things?  Put the other way, which would be better for the business:  honest, candid feedback from 100% of your customers that can drive the right improvements, or only

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  • The Starting Point for Improvement

    By on April 27, 2017

    (I’m proud to publish this week’s Customer Engagement insights from Mike Roberts, President of Xaasegy and leader in helping B2B companies drive growth from customer success strategies.) Ever had one of those ‘Interstellar’ moments when you seem to be looking in from a parallel universe? At a recent Customer Success event, I realized presentations and discussions were 100% ‘provider’ focused,

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  • Why your B2B Customers won’t respond to your NPS survey, why it matters, and what to do about it

    By on April 14, 2017

    Is your Net Promoter survey looking for truth so your company can improve? Or are you merely fishing for compliments? Your customers know the difference.  Do you? The literature is filled with explanations of the importance of response rates, and most focus on the notion that with more data come the ability to conduct more sophisticated and more accurate analytical capabilities (i.e.

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  • Handling The 3 Simple Reasons Why NPS Is So Difficult In B2B

    By on March 16, 2017

    Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score.  But few are able reap the financial rewards associated with improving their NPS.  We know that business thrives with more Promoters and fewer Detractors, so why is an improvement in NPS so difficult in B2B? 1. We use the meaningless word, “Customer” Most B2B

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