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Waypoint Group's B2B Customer Experience Blog

  • SubZero Customer Service – 1; Me – 0

    By on November 16, 2009

    Thought I’d post a short update on my saga with SubZero. After trying to go through their normal channels I found that SubZero’s Customer Service organization DOES seem to care about its customers. Unfortunately, the rest of the company still seems to lag behind. After all, most issues occur because of “upstream” problems, not because of broken processes in a

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  • SubZero Stinks

    By on November 5, 2009

    Yes, it’s true. I’m not happy at all with SubZero. There, I said it. Publicly. Want to know what’s even more interesting? Although I was unhappy with the experience to date, what really got me ticked off...

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  • Does “growth” drive prioritization?

    By on October 1, 2009

    I’ve been writing in various forums about using Net Promoter as a cost-effective growth engine.  Doesn’t every company want to optimize its business to increase growth?  To me this makes sense and is easy: Segment your customers into 3 groups:  those that are with you (“promoters”), those that are against you (“detractors”), and those that have no opinion (“passives” –

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