CX & Customer Success resources

Driving action based on customer insights can be tough.  “Selling” the message is critical, and many of us leverage PowerPoint for that, where the message can be easily lost in…MORE >

I’ve been working the past six months on a re-do of my company’s Client Satisfaction program. The element that is giving us the most trouble is our basic questionnaire: what…MORE >

Curtis Bingham founded the CCOCouncil to facilitate sharing of best practices, and Curtis presented some information from CCOs.  Of note is that fact that CCO’s are increasingly using business metrics…MORE >

Whenever I am questioned on the use of Net Promoter, I like to tell an anecdote from a challenging time in my career: with the crashing economy in 2008-2009, my…MORE >

I’m excited to announce that Waypoint Group has been accepted into the Net Promoter® Loyalty Partner program.  Our employees have been Net Promoter Certified Professionals since our founding, and now…MORE >

Harvard Business Review just published an article “Stop Trying To Delight Your Customers,” the premise being that over the top service is not what builds customer loyalty, but rather the…MORE >

A recent SupportIndustry.Com report:  62% of participants reported that they do not measure customer loyalty in terms of customer profitability including revenue contribution, customer references and referrals. When you dive…MORE >

It’s such a simple word – we all know what “important” means – but when it comes to prioritization most of us seem to suffer from, “Everything’s important!”  Take customer…MORE >

I recently wrote about Peer 1’s customer success challenge to their hosting industry competitors. Their call has been answered, and the ante was raised in the process with “better” scores….MORE >

While a growing number of B2B and B2C Marketing organizations publish their Net Promoter scores as a potential differentiator, I’m wondering why Marketing departments have been slow to embrace Net…MORE >

In a bold and potentially controversial move, Peer 1 Hosting has issued a challenge to all other hosting providers to publish their Net Promoter Scores.  As many businesses can become…MORE >