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Waypoint Group's B2B Customer Experience Blog

  • Sage gets it

    By on June 3, 2010

    As a student of Net Promoter best practices and the results that can be achieved from applied NPS discipline, its always great to see a company that “gets it”. At Sage’s annual partner conference in Denver last month, the remarks from CEO Sue Swenson and Himanshu Palsule, Executive Vice President of Product Strategy give us some nice examples of using Net

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  • Wake Up, Brush Your Teeth, Eat Breakfast and Put Customers First

    By on June 3, 2010

    I run our global Relationship Value Program (RVP), which is our named account based customer loyalty program.  I am asked all the time ‘How do I successfully engage the field?’ ‘Why would a sales representative take time away from their sales duties to participate in the program?’  The Answer: “the program is not only part of their existing sales, but

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  • Mine those Lemons!

    By on June 3, 2010

    Sharing a few experiences illustrating how to turn potentially bad experiences into positive ones: 1. My Lexus was recalled by that gas pedal thing.  Here’s what my Lexus dealer did for me: Proactively called me to make the appointment Had a brand new (800 miles!), beautiful Lexus loaner car waiting for me at drop off Did a full inspection while

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  • Starting With a Named Account Based Program is a Money Move…….Literally.

    By on May 20, 2010

    Am I the only one that finds it strange that so many companies kick off their customer experience and loyalty programs focused on market stats, customer satisfaction scores and Net Promoter Scores (NPS) – quickly are left wondering, now what?  They ask themselves, what do we do with this?  So you have the scores and data points, but are they

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  • Why don’t companies measure real customer loyalty?

    By on May 15, 2010

    A recent SupportIndustry.Com report:  62% of participants reported that they do not measure customer loyalty in terms of customer profitability including revenue contribution, customer references and referrals. When you dive in you see it’s a low response rate and probably not statistically significant.  That said, there still are many companies out there not doing this.  So I have to ask,

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    Waypoint Group

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