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Waypoint Group's B2B Customer Experience Blog

  • CX and CS: Both are Required to Drive B2B Retention and Expansion

    By on August 30, 2017

    I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which we covered: How “Customer Experience” and “Customer Success” differ and critical complements to one another (i.e:  B2B roles/persona for “users” vs. “buying committee”) Why voice-of-customer (VoC / customer feedback) must be a critical component for any B2B  company pursuing

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  • B2B Customer Feedback: Are You Making This Mistake?

    By on August 9, 2017

    Want to see a quick comparison of “insightful” analysis vs. merely showing data?  I saw this poll presented the other night: Now imagine if the same poll were presented the way many companies show their Customer Satisfaction results: The first image shows the percentage of the population that feels a certain way, while the bottom chart shows (a fictionalized version

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  • The Iceberg Effect in B2B Customer Feedback/NPS: Are you engaging those that matter?

    By on August 2, 2017

    Cool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there can be dangerous unknowns lurking that put renewals and account health at risk.”  The analogy needs little explanation: our research continues to find that silent accounts (those accounts that are

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  • 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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