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Waypoint Group's B2B Customer Experience Blog

  • customer feedback compensation

    For Sale: Customer Feedback (Part 2)

    By on July 26, 2016

    Editor’s note: Here’s a quick one-sentence recap of part one: Giving bonuses based on feedback scores and focusing on good feedback scores are generally bad ideas. If you didn’t read it, feel free to check it out here. In part 1 of this two-part series you learned the hazards of incentivizing feedback and feedback management. In this segment, we’ll take a

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  • feedback metrics

    For Sale: Customer Feedback (Part 1)

    By on July 19, 2016

    You want to show management that you are a valued employee and produce results that contribute to your company’s growth.  You’ve got an idea. How about offering a bounty to customer-facing employees for achieving excellent service.  You can run a survey process and bonus those employees that get high scores.  After all, “What gets measured gets done” as they say, so let’s bonus employees

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  • 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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