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Waypoint Group's B2B Customer Experience Blog

  • Are You a “Traditional” Marketer?

    By on July 18, 2016

    Have you evolved to the subscription economy? Let’s face it:  Your CEO didn’t ask Marketing to simply run campaigns.  Marketing is tasked with generating more business and campaigns are the foundation to meet that objective.  And yet we all understand that times have changed:  Customers have more power than ever through word-of-mouth (WoM).  Your best leads come from happy customers talking about you.  But the opposite is

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  • Is Your NPS Cheating You? (Part 3)

    By on July 13, 2016

    “Survey” is a 4 letter word. Welcome to the final installment of this 3-part series about improving client relationships. In this installment we’ll discuss how to improve the rates of response you get from “feedback requests.” (“Survey” is a dirty word, but more on that later). Editor’s note: Here is a quick one-sentence recap of part one on Response Rates; not

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  • b2b survey solutions

    The Ultimate Guide to Evaluating B2B Survey Solutions

    By on June 30, 2016

    Making the most out of the feedback you’ve requested (and hopefully received!) from your customers is everything in Customer Success (CS). The hard part is ensuring you have the right tools in place to engage correctly with your accounts, ensure things are actioned effectively and on time, understanding how trustworthy your feedback is, and how all this positively impacts company

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  • NPS Response Rate

    Is Your NPS Cheating You? (Part 2)

    By on June 27, 2016

    “The odds of hitting your target increase exponentially when you aim at it.” Editor’s note: Here is a quick one-sentence recap of part one: not including non-respondents (the disengaged) in your calculations is messing up your NPS data. If you didn’t read it, feel free to check it out or at least skim it here. As we pointed out in

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  • Is your NPS cheating you? (Part 1)

    By on June 17, 2016

    I have some sad news. If you are running a Net Promoter program in a B2B firm, your NPS isn’t being all that faithful to you. Why?  Because you’re ignoring what’s probably your largest segment: those that are ignoring your requests for feedback. I’m sorry. I know this kind of news is never easy to swallow. Lots of great things

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