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Waypoint Group's B2B Customer Experience Blog

  • Net Promoter Hype vs. Reality

    By on April 27, 2010

    I recently wrote about Peer 1’s customer success challenge to their hosting industry competitors. Their call has been answered, and the ante was raised in the process with “better” scores. Interestingly, this competitor was also proud of their response rates – a step in the right direction, but if you’ve been reading this blog you also know my position on

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  • Customer Intimacy Creates ROI

    By on April 20, 2010

    While a growing number of B2B and B2C Marketing organizations publish their Net Promoter scores as a potential differentiator, I’m wondering why Marketing departments have been slow to embrace Net Promoter Score as a Key Performance Indicator. If you been reading this blog you’ve seen our discussions around leveraging your customers as an asset, and how your customers can scale

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  • Competing on Customer Success

    By on April 14, 2010

    In a bold and potentially controversial move, Peer 1 Hosting has issued a challenge to all other hosting providers to publish their Net Promoter Scores.  As many businesses can become commodities over time, simply providing products and services is not sufficient.  And Peer 1 has recognized that their primary mission must be around helping customers achieve success.  So why is

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  • Silent Accounts are Clear Sign of Churn Risk

    By on April 9, 2010

    The loudest customers often get the most attention. But the silent majority is very often an ignored asset for most companies.  Let’s explore: Those that are familiar with Net Promoter (or NPS) tend to think of the 3 customer segments that Net Promoter explicitly discusses – Promoters, Passives, and Detractors.  But in reality there are 4 segments. One of our

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  • Crystal Ball for Sale: Cheap!

    By on March 29, 2010

    What would you pay for a crystal ball? You can peer into the future to see your company’s future performance.  So why don’t you do it? If you are part of a SaaS company you are probably already using Bessemer’s 5 Cs of SaaS finance. Of course SaaS companies need to be operationally excellent (there’s no reason why that comment is

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