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Waypoint Group's B2B Customer Experience Blog

  • 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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    Waypoint Group
  • 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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    Waypoint Group
  • Great products but Bad Experience = DETRACTOR

    By on February 25, 2010

    I’m completely perplexed. I have been a huge fan of Schwab for many years – great products, even better service, and a no-hassle way of working with their customers. But someone in their organization is making some bad decisions, and I hope Charles Schwab will fix it. Schwab seems to understand that “promoters” (like me) buy more products from the

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    Waypoint Group
  • 96% Satisfaction == 40% LOSS!

    By on February 17, 2010

    Everyone seems to be talking about “Customer Satisfaction” in one form or another. The most common is the claim that goes something like, “We can prove that our customers love us — we have a 96% Customer Satisfaction rate!” Why do they do this — does anyone care? Let’s assume they are telling truth, that 96% of the people that

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    Waypoint Group

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