CX & Customer Success resources

There was a great discussion this week on the Customer Success Forum group page on LinkedIn that got me thinking about how companies approach speaking with customers about customer success…MORE >

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results.  I constantly hear things like, “Our average score has moved from 8.25 to 8.31…MORE >

Over the past couple weeks, we wrote a two-part blog post that centered around a poor interaction with a mystery company where it turned out that part of the problem was…MORE >

In last week’s post, Net Promoter in B2B is Lying to You, I showed how Net Promoter Scores can lead to incorrect conclusions and actions for B2B firms.  In that video,…MORE >

Mistakes happen.  Your customers are usually quick to notice and remember the bad experiences.  But a well-crafted, meaningful apology can go a long way toward not only repairing the relationship…MORE >

I’m often asked, “For Net Promoter / Customer Feedback key driver analysis which is better, correlation or regression?”  Correlation and regression each tell you different things.  The answer might be…MORE >

Readers of this blog may be concerned about the above title. “Don’t change?!?  Don’t we need change in order to adopt a new program within the company?  Aren’t the resulting…MORE >

Excellent article the other day on writings from one of my all-time favorite books, Switch: How to Change Things When Change Is Hard. According to the authors, “SMART goals are better for…MORE >

Or, with all respect to Dr. Strangelove, How I Learned To Stop Listening To The Voice Of The Customer And Embrace Change It seems a bit odd from the above…MORE >

Most companies survey their customers.  Whether its a periodic “relationship” or Net Promoter type of survey, an ongoing “transactional” survey that requests feedback following a customer interaction, or even a…MORE >

Given Waypoint Group’s focus on B2B businesses, I’m extremely excited by new research on B2B enterprises published by McKinsey & Co.  We’ve always known 3 things: Running an effective “Voice…MORE >

There have been some great conversations in LinkedIn groups that merit some attention.  I don’t think I’m allowed to replicate the full thread here, so I’ve included my own responses…MORE >