CX & Customer Success resources

Presented by Lewis Goldman, New Media Consulting, NACCM 2010 There is a lot of hype around social media.  The key is that this is 2-way communication. Fewer and fewer people…MORE >

Presentation from Trish Cotter – SVP Worldwide Service Operations (Owns Manufacturing & Support) — NACCM, 2010 “You can’t do everything, so make sure the things you do are done right. …MORE >

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 >

I’ll be out to Orlando October 24 through 27 for the annual North American Conference on Customer Management (NACCM), one of the best events focused on customer experience and customer…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 >

What would it be worth to you and your company if you knew: The total value of a customer that was a fan of your company (a Promoter) compared to…MORE >

Congratulations for working on goals for improving your Net Promoter Score (or other customer loyalty metric)!  Most companies measure customer loyalty (or satisfaction as a poor proxy), but unfortunately many…MORE >

Marketing folks having always talked about the 4 P’s:  price, product, promotion, and place.  But there’s a new P in town, and it matters more than any other: Promoters. Promoters…MORE >

I thrive on collaboration.  It gives me the opportunity to learn and always produces better results. So sorry for the rant but I thought the folks at McKinsey would feel…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 >

Net Promoter is so simple in explanation that it’s often confused with “customer surveys.”  The fact is that calculating a Net Promoter Score IS easy – just add the “Recommend”…MORE >

There’s always debate on how anchoring scales can impact results.  Recently there was a lively discussion on LinkedIn asking if anchoring the midpoint (score of 5 on a 0 to…MORE >