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Archive for the ‘Lessons Learned’ Category

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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 >

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    Wake Up, Brush Your Teeth, Eat Breakfast and Put Customers First

    I run our global Relationship Value Program (RVP), which is our named account based customer loyalty program.  I am asked all the time ‘How do I successfully engage the field?’…MORE >

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    Mine those Lemons!

    Sharing a few experiences illustrating how to turn potentially bad experiences into positive ones: 1. My Lexus was recalled by that gas pedal thing.  Here’s what my Lexus dealer did…MORE >

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    Starting With a Named Account Based Program is a Money Move…….Literally.

    Am I the only one that finds it strange that so many companies kick off their customer experience and loyalty programs focused on market stats, customer satisfaction scores and Net…MORE >