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Waypoint Group's B2B Customer Experience Blog

  • 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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  • 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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  • Customer Reference database: Under $20 each!

    By on December 9, 2009

    I’m so excited by this result that I have to share this selfish plug! We just finished building a customer reference database for one of our clients and I was excited to see the results. Through our well-tuned processes we built a substantial customer reference database at a TOTAL cost of under $20 per reference. Our client can now pinpoint

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  • Taleo customers beware?

    By on December 8, 2009

    I caught this quote from Taleo’s CEO, Michael Gregoire last week, “It’s tough to kill a software company. Usually the only way to put a nail in the coffin is to buy them, shut their platform down, and move their customers on to our platform.” Wow.  The CEO publicly states a complete lack of disregard for customers– they sound more

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  • 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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