CX & Customer Success resources

“How can I motivate employees the right way?” We get a lot of questions about whether individual incentives should be given for relationship survey scores and our general answer for B2B…MORE >

Collecting voice of customer insights should not just be about surveys, I hope we can all agree on that. After all, B2B customer success is all about relationships and dialogues…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 >

How Advocate Marketing can Leverage Promoters, Detractors AND Passives By Chris Newton, VP of Business Development at Influitive Your Net Promoter Score (NPS) gives you valuable insights into how happy…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 >

Fresh research from Product Development and Management Association (PDMA) discusses what contributes to New Product Success.  I can share a few key quotes, and the research is available for purchase…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 >

I caught a neat little article that – while written specifically to the restaurant industry – is applicable to any business.  In fact, it ties nicely to a whitepaper we…MORE >

Last week we conducted a completely NON-scientific poll in which we asked people involved in “customer feedback” programs to tell us how they refer to their effort. The question was…MORE >

Are you interested in leveraging customer feedback to help your organization improve customer loyalty? As a “customer” do you want companies to improve the experience you have with them? There…MORE >

Earlier this week Temkin Group,  a customer experience research firm, released a very interesting report titled, “Customer Experience Expectations and Plans for 2012.”    The research was conducted in November and…MORE >

Blog 3 in 3 Part Series on Analysis of Bias-Filled Data Visiting a city for three days does not give one enough information to make claims about its country’s weather….MORE >