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The Paradox of Today’s Customer Experience efforts
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 >
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Adjusting for bias in customer survey data: a case example
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 >
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Crucial steps to take before becoming a customer experience data Nostradamus
Blog 2 in 3 Part Series on Analysis of Bias-Filled Data Though most people associate the ability to predict the future with their neighborhood fortune-teller, customer experience practitioners are often…MORE >
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Turbo Charge Marketing: Do Something Different
We had the opportunity this week to publish an article in FunnelFacts, a new and focused publication from the folks at DemandCon. The periodical features innovative strategies and tactics for…MORE >
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Why you should consider bias in your customer feedback data (and correct it!)
Blog 1 in 3 Part Series on Analysis of Bias-Filled Data So you’ve designed the perfect customer feedback questionnaire, sent it out to your entire customer base and the responses…MORE >
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Too Much of a Good Thing?
Is it possible to have “too much of a good thing” when it comes to customer experiences? My ongoing experience with a frozen yogurt franchise screams “yes!” Sure, the staff…MORE >
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The Value of Trustworthy Data
Earlier today I had the opportunity to be a guest on Blogtalk Radio to discuss “Trustworthy Data.” As this is such a meaty topic and we had only 15 minutes,…MORE >
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Response Bias Strikes Again
Great article here in VentureBeat, Why the Internet was wrong about Ron Paul. We’ve written many times in the past about how response bias — only looking at survey results…MORE >
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Attack of the Killer Hippos
We’ve previously written about how Hippos – HIghest Paid Person’s Opinion – can damage ROI. It’s worth calling out a recent McKinsey study titled, “A Rising Role for IT”, may…MORE >
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Do you know the magic word?
We are conducting a client training, and as I process the comments & questions, I am reminded of a childhood song I was taught growing up … It goes like…MORE >
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Leveraging Net Promoter with 3 Steps to Acquiring New Sales Ready Leads
We just completed a short webinar with our friends at TrueInfluence that was not only well-attended but also had excellent “Question & Answer” participation toward the end. It’s titled, “3…MORE >
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Marketing is DEAD. Here are 5 Steps to revive it.
I used to be a proud VP Marketing. These days ‘marketing’ seems to be all about spamming people with as much noise as possible. Many Marketing organizations plod along with open…MORE >