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Waypoint Group's B2B Customer Experience Blog

  • To NPS, or Not to NPS?

    By on February 17, 2017

    A prospective client recently posed this question:  My CEO continues to focus on NPS, but it’s so volatile and so we’re looking for ways to smooth it out so we can better connect it to our bonus plan.  How? Not an easy question to answer in a blog… First, remember that Net Promoter is a system more than a KPI. 

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  • Stop Debating the Survey Question Scale: Why a 0-10 Scale is Your Best Option

    By on January 10, 2017

    I’m frequently asked about scales for rating questions on surveys… “Should we use a 5-point scale, a 7-point scale, a 10-point scale, or an 11-pt scale?”  “Should we use semantic anchors at every option, or just numeric, Likert scales?”  Etc.  Of course, there is no one-size-fits-all, and proper writing of the survey questions is a generally a much more important exercise.

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  • Fabulous Example of Customer Listening and Root-cause

    By on September 28, 2016

    Readers of this blog know that you don’t get to root-cause from surveys:  Just like a doctor can’t provide a proper cure without a full examination, you’ll learn symptoms from your questionnaires, but there are far too many variables to be able to understand customer expectations, including how and where those expectations are set and managed.  Well-crafted “surveys” provide the themes that need exploration, and implementing the

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  • The 5th Way B2B Companies Can Accelerate Growth

    By on September 23, 2016

    Part 5 of 5:  Optimize your company’s resources to make the bets that will deliver the biggest bang for the buck Welcome to the 5th and final installment on Accelerating Growth series for B2B companies. You can catch up on all of our previous posts on our blog and put them together in the ultimate growth handbook. The first post focused

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  • Customer Experience: Fake It At Your Peril

    By on September 16, 2016

    Dear IBM, HPE, Software AG, and the other 31-B2B Technology Companies on the Top Half of Temkin’s latest research, You might have seen Temkin Group’s  just-released annual benchmark of IT Companies.  Congratulations on your hard work!  We can probably smile together, as I guarantee you that leadership in the companies on the BOTTOM half of the list are doing two things: They’re saying that

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