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  • Do you know the magic word?

    By on November 16, 2011

    We are conducting a client training, and as I process the comments & questions, I am reminded of a...

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    Waypoint Group
  • Leveraging Net Promoter with 3 Steps to Acquiring New Sales Ready Leads

    By on November 11, 2011

    We just completed a short webinar with our friends at TrueInfluence that was not only well-attended but also had...

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    Waypoint Group
  • Customer Obsession == #1 Market Position

    By on May 17, 2011

    Here’s more evidence that focusing on the customer – not yourself – is the key to winning in business. ...

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    Waypoint Group
  • DemandCon is Coming!

    By on April 22, 2011

    DemandCon is Coming! DemandCon is Coming! There’s a brand new event coming in May this year called DemandCon.  Especially...

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    Waypoint Group
  • No, that’s not loyalty!

    By on April 1, 2011

    Interesting news about the effectiveness of “Customer Loyalty Programs” from a recent study: Percentage of Americans that feel the...

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    Waypoint Group
  • Who Am I and Why Am I Here?

    By on February 24, 2011

    (No, it’s not an existential question to ponder.  It’s just my introduction as a new author in this blogspace!)...

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    Waypoint Group
  • Is Net Promoter Too-Little, too-Late for Nokia?

    By on February 16, 2011

    The Finland-based communications firm Nokia made news last week in what appears to be a significant change of strategy...

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    Waypoint Group
  • Give him one day…

    By on January 19, 2011

    Driving action based on customer insights can be tough.  “Selling” the message is critical, and many of us leverage...

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    Waypoint Group
  • If Your Numbers Are Boring, You’ve Got the Wrong Numbers

    By on December 3, 2010

    I’ve been working the past six months on a re-do of my company’s Client Satisfaction program. The element that...

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    Waypoint Group
  • CCO Council Shares Best Practices

    By on October 27, 2010

    Curtis Bingham founded the CCOCouncil to facilitate sharing of best practices, and Curtis presented some information from CCOs.  Of...

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    Waypoint Group