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News

  • 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
  • Net Promoter in the Real World

    By on October 4, 2010

    Whenever I am questioned on the use of Net Promoter, I like to tell an anecdote from a challenging...

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    Waypoint Group
  • Waypoint Group Accepted into the Net Promoter Loyalty Partner Program

    By on September 13, 2010

    I’m excited to announce that Waypoint Group has been accepted into the Net Promoter® Loyalty Partner program.  Our employees...

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    Waypoint Group
  • Stop Trying To Delight Your Customers

    By on June 22, 2010

    Harvard Business Review just published an article “Stop Trying To Delight Your Customers,” the premise being that over the...

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    Waypoint Group
  • Why don’t companies measure real customer loyalty?

    By on May 15, 2010

    A recent SupportIndustry.Com report:  62% of participants reported that they do not measure customer loyalty in terms of customer...

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    Waypoint Group
  • The Importance of “Importance”

    By on May 12, 2010

    It’s such a simple word – we all know what “important” means – but when it comes to prioritization...

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    Waypoint Group
  • Net Promoter Hype vs. Reality

    By on April 27, 2010

    I recently wrote about Peer 1’s customer success challenge to their hosting industry competitors. Their call has been answered,...

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    Waypoint Group
  • Customer Intimacy Creates ROI

    By on April 20, 2010

    While a growing number of B2B and B2C Marketing organizations publish their Net Promoter scores as a potential differentiator,...

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    Waypoint Group
  • Competing on Customer Success

    By on April 14, 2010

    In a bold and potentially controversial move, Peer 1 Hosting has issued a challenge to all other hosting providers...

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    Waypoint Group