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Archive for the ‘Net Promoter (NPS)’ Category

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    Stop Surveying Customers Like Lab Rats
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    Stop Surveying Customers Like Lab Rats

    Companies often treat their customers like lab rats. A scientist “observes” behaviors and reactions of lab rats and records the information. They then process this data and make deductions based…MORE >

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    Better Survey Results Program Checklist

    When beginning a new project, do you ever feel like you don’t know where to begin? There are so many variables to consider, people to include, and mission-critical milestones to…MORE >

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    Why Advocate Marketing and Customer Success Should be Besties

    Advocate marketing is a great growth strategy, tapping your happiest customers for referrals, case studies, testimonials, and to be an overall sounding board to attract new accounts. But what about those…MORE >

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    Net Promoter Score Action Plan
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    Net Promoter Score Action Plan

    As we have coached B2B clients in measuring customer experience over the years, we naturally get lots of questions about which questions to ask on a questionnaire and how to…MORE >

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    How Much Can NPS Improve?
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    How Much Can NPS Improve?

    I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program?  Our executives want to…MORE >

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    What's on Your Dashboard?
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    What's on Your Dashboard?

    When logging into a SaaS vendor, B2B employees need to get right to the point. There’s no time to mess around with formalities, clicking through a complicated web of buttons…MORE >

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    Adapting your Survey Approach with Adaptive Questions

    By Gene Hall, CloudMR There’s been a lot of research and articles posted over the years about how NPS-based surveys should be structured. One thing we all know is true in…MORE >

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    3 Ways to Refer to Your Hard Work: A Name Means Everything

    When we design and roll-out various aspects of “voice-of-the-customer” (VoC) programs with our B2B clients, one of the first questions we tend to ask is, “How do you refer to…MORE >

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    Is NPS Lying to You?
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    Is NPS Lying to You?

    What? How could our NPS metrics be “lying” to us? While surveys and Net Promoter Scores (NPS) are widely used, the initial research behind it came from consumer-focused (B2C) companies….MORE >

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    Correlation? Regression? Neither?!?

    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 >

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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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    Silent Accounts are Clear Sign of Churn Risk
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    Silent Accounts are Clear Sign of Churn Risk

    The loudest customers often get the most attention. But the silent majority is very often an ignored asset for most companies.  Let’s explore: Those that are familiar with Net Promoter…MORE >