Consulting
Waypoint Group delivers custom-tailored B2B action plans that fit your needs specifically. We partner with your team – from the C-Suite to customer-facing employees – to increase engagement and ensure maximum impact.
We know time is money, so we leverage our experience and expertise to help craft communications, gather customer feedback, and analyze the data in a short but manageable time frame. We quickly identify KPIs and provide recommendations so you can implement immediately.
Our B2B customer experience consulting services cover a wide range of needs:
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Customer Feedback Design
We coach you to create a self-sustaining VoC program with the nitty-gritty details like questionnaire design, communication structure, customer segmentation by role, timing of survey waves, and how to form a coalition of like-minded customer success managers.
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Financial Linkage
Prioritize your objectives by tying your VoC insights to financial data. You’ll improve your bottom line and aid customer success at the same time. Through statistical rigor and decades of experience, we shine the light on where to focus in order to drive significant ROI.
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Communication Framework
Set expectations the right way using framing and context when deploying a customer success initiative for optimal engagement. Our how-to templates inform, educate and evangelize your program both internally and with customers help you assemble critical information the right way.
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Closed Loop Practices
Companies running surveys without a systematic follow-up process can never truly obtain the full picture or achieve customer success. Closing the loop helps you to take action by digging deeper to identify the root cause of an issue or bright spot, not just a symptom.
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Executive & Front-Line Training
Executive-level buy-in combined with content that is easily implemented by your service and account management staff are critical ingredients to growth. We help translate your company’s strategy, purpose, and solutions into terms that work for staff and colleagues on any level.
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Analytics
We’ll help you slice and dice your customer data to identify Key Performance Indicators and prioritize the right solutions using our breadth of experience and expertise and our rigorously tested analytical tools.
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Customer Segmentation
Segment your accounts down to the contact level, identifying Decision Makers, Influencers, End Users, and any other customer type you have. Illustrating how each segment perceives and interacts with your company will pinpoint what’s working and what isn’t.
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Win/Loss Analysis
In addition to polling customer satisfaction, you may want to understand why a customer did/didn’t make a purchase. We’ll show you how to deploy a win/loss survey correctly to identify how and why your products are moving off shelves (or not).
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Customer Journey Mapping
Create a map of your customer journey as a first step in identifying any gaps, whether it’s in onboarding, implementation, closeout or somewhere in between. We’ll get you on your way to recognizing any “pain points” and “bright spots” you customers may be experiencing.
The Tools of the Trade
Customer Success teams need to spend more time understanding customer needs and less time administering surveys and generating reports.
We created TopBox so that managers can make sense of the complex B2B landscape, pinpoint which accounts to focus on, understand which Key Drivers will have the most impact, and who specifically in an account is the best contact for follow-up before they churn.
TopBox is uniquely designed for B2B companies:
- Ask the right questions
- Evaluate customer health
- Improve the customer experience
- Close the loop
- Deliver ROI for your CX program
See what TopBox can do for you, using new feedback data or existing data from previous feedback attempts.
Identify the Right Indicators
There’s often no single metric that will indicate success or failure, Waypoint will identify the right leading indicators to generate actionable plans that lead to growth.
Every tactic should be Executable, Sustainable, and Profitable with clear and measurable results at each phase.
Use our E.S.P methods to:
- Evaluate your loyalty baseline
- Identify and engage customer references
- Evaluate 3rd party vendor selection (read: unbiased!) recommendations to fit your needs
- Translate your value proposition into easily understandable segments that each department can implement in the context of their daily work.
Analysis Into Action
Develop your offerings
It’s simple: Invest up front, or waste time and spend more money later. And if your strategy is not documented, you’re not executing effectively.
Effective customer experience strategy requires:
- A company-wide understanding of your differentiation and value to a defined audience.
- A strategic plan that enhances and communicates the value.
- Market testing, validation, and execution followed by a clear feedback loop to rapidly iterate and improve.
Ensure high performance and alignment by determining both the costs and benefits associated with any gaps in expectations and delivery, and then establish the priorities and plan to improve. We help you develop the right processes, workflows, and solutions for your customers to keep them coming back.
Move the Needle
Every customer interaction must reinforce your value. Yet not every front-line employee is adept at delivery: they clearly have different training, expertise, and tasks.
Ingrain the discipline into the fabric of your organization by automating customer success initiatives and repeating the cycle continuously.
We have the experience that enables customer-centric companies to:
- Understand gaps in the customer experience
- Quantitatively define the ROI on “Customer Experience”
- Optimize the experience for your various customer segments
Activate Your Promoters
Advocates naturally tell their friends and colleagues about your products and services on their own fruition. Do you know who these people are? Are you actively engaging them to promote you?
Winning Customer Reference programs have 3 parts:
- Who? Know who your customer references are by product, service, industry, geography, and other important segmentation
- Where? Easily search a simple online customer database that can be accessed by anyone you authorize
- How? Make sure the system is highly scalable and inexpensive. Start by letting your customers tell you if they would be willing to be a reference!