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Waypoint Group's B2B Customer Experience Blog

  • 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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  • TopBox Customer Heat Map

    How The Marketing Playbook Can Help You Score A Success Touchdown

    By on June 9, 2016

    American football is all about advancing down the field, incrementally moving toward the objective: a touchdown. The players are executing the strategy and plays from the coach’s playbook, to gain all important yardage. The plays are well defined, they’re repeatable and strategic and they strive for a common goal, to get the ball over the line. Similarly, the Marketing department, as the communications

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  • negative word of mouth

    Stop Surveying Customers Like Lab Rats

    By on June 3, 2016

    Companies often treat their customers like lab rats. A scientist “observes” behaviors and reactions of lab rats and records the information. They then process this data and make deductions based on this data. Many companies adhere to the same technique to acquire information about their customer base. Which is great if your customer base is a bunch of rats. Scientists study

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  • Does Your Marketing Need a Bigger Boat?

    By on June 2, 2016

    A few years ago I was looking for a laptop, and my key requirement was an HDMI port so I could connect my laptop to the hardware in clients’ conference rooms. The machine I selected ticked all the boxes on the product sheet, but when it arrived I found that the HDMI capabilities required an additional adapter.  Not only did

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