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Archive for the ‘Lessons Learned’ Category

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    Averages are Just So-So

    Survey results that are presented as “average scores” can easily miss the mark. What does an average satisfaction score of 7.78 really mean? Presenting metrics that everyone can understand and act on is a critical component of any Customer Satisfaction / Customer Loyalty program, and it need not be very difficult.

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    Marketing DOES impact the Customer Experience

    When we think of “Customer Experience” or “Customer Loyalty” most of us think about the product, Service, or Sales.  These are “touchpoints” that tend to impact customer loyalty the most. …MORE >

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    Incentives for Customer Loyalty

    I’ve posted some horror stories about bad service over the years but I really love to be able to focus on the good stuff.  There’s an excellent discussion over at…MORE >

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    Goals that Drive Improvement

    A few weeks ago I wrote a short note about setting Net Promoter targets.  I neglected to highlight something – possibly the most important element! – which is about focusing…MORE >

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    Who’s Side is my Insurance Company on?

    How do you treat customers when they need to cancel your service?  I’m a big believer in learning from others, so thought I’d share this experience to those in the…MORE >

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    Customer Loyalty in a Disruptive Business Environment

    Presented by Jill Noblett, former SVP Wyndham Hotel Group and now Principal Noblett Consulting — NACCM 2010 Focus first on what customer’s value; not on customer value. Wyndham has 12…MORE >

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    Customer Engagement through Social CRM: You Can’t Fake It

    Presented by Lewis Goldman, New Media Consulting, NACCM 2010 There is a lot of hype around social media.  The key is that this is 2-way communication. Fewer and fewer people…MORE >

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    Benchmarks, "Smenchmarks"?

    Quite a lot has been written about “Customer Satisfaction” and “Net Promoter”benchmarks from 3rd parties.  I understand the curiosity, but I’m not clear on why are these deemed “important,” and as usual…MORE >

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    Imagine what you could do if you had…

    What would it be worth to you and your company if you knew: The total value of a customer that was a fan of your company (a Promoter) compared to…MORE >

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    The 4 Steps For Setting Goals with Net Promoter

    Congratulations for working on goals for improving your Net Promoter Score (or other customer loyalty metric)!  Most companies measure customer loyalty (or satisfaction as a poor proxy), but unfortunately many…MORE >

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    Please Don’t Try to Censor Your Promoters

    I thrive on collaboration.  It gives me the opportunity to learn and always produces better results. So sorry for the rant but I thought the folks at McKinsey would feel…MORE >

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    Net Promoter is NOT a Customer Survey

    Net Promoter is so simple in explanation that it’s often confused with “customer surveys.”  The fact is that calculating a Net Promoter Score IS easy – just add the “Recommend”…MORE >