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Waypoint Group's B2B Customer Experience Blog

  • 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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  • 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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