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Waypoint Group's B2B Customer Experience Blog

  • 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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  • What’s your most important asset?

    By on March 29, 2010

    Many executives will say their most important asset is their employees or their products. I would argue that for most companies it’s their customers. Why? Customers fuel your growth. We know customers provide cash for your products and services, but they also serve as an extension of your employees. When leveraged effectively, your customers allow you to scale through their

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  • New research: Impact on Service from Products & Brand

    By on March 19, 2010

    After working with several clients in service / support (“contact center”) organizations we’ve been able to assemble some cool new research on the impact of Products & Brand on the Service organization.  “In the “fog of war” the management boardroom has a tendency to think in silos. The Customer Service silo, however, has in it grains of Brand, Product, Sales,

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  • I wish this was true

    By on March 3, 2010

    Quick update from my note below about Schwab and the difference between “products” and “customer experience” (see Great products but Bad Experience = DETRACTOR ) A letter arrived in today’s mail (a week after the incident). They write, “Unfortunately, we have been unable to reach you to discuss this matter. Please call us at…” I know they have home phone, my cell

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