CX & Customer Success resources

Readers of this blog may be concerned about the above title. “Don’t change?!?  Don’t we need change in order to adopt a new program within the company?  Aren’t the resulting…MORE >

This past Wednesday marked the second webinar in our Insight to Action series with Medallia! This month’s topic discussed how B2B companies should be linking B2B revenue with customer feedback. This…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 >

Living in the great city of San Francisco, I try to take advantage of the elite speakers, conferences and events that pass through town.  This week, Optimizely, an A/B testing…MORE >

This week we kicked off our 3-part webinar series with Medallia on Turning Insight to Action for B2B Voice of Customer programs! Our first topic was Effective Governance, which focused…MORE >

An email floated into my inbox the other day from a company with a request for votes to win an award in their industry. Why they thought I would be…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 >

Most companies survey their customers.  Whether its a periodic “relationship” or Net Promoter type of survey, an ongoing “transactional” survey that requests feedback following a customer interaction, or even a…MORE >

One of my favorite parts about December are the year’s “Best of” compilations and crystal ball predictions for next year. Does anyone ever checkup on how the year played out?…MORE >

When Medallia asked me to participate in the launch of their new B2B solution I was more than happy to agree.  While Waypoint Group remains “agnostic” when it comes to…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 >