myspace views counter
Close

Search Waypoint Resources

Search phrase

Filter by resource type

  • -- Article --

    Stop Trying To Delight Your Customers

    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 >

  • -- Article --

    Sage gets it

    As a student of Net Promoter best practices and the results that can be achieved from applied NPS discipline, its always great to see a company that “gets it”. At Sage’s…MORE >

  • -- Article --

    Wake Up, Brush Your Teeth, Eat Breakfast and Put Customers First

    I run our global Relationship Value Program (RVP), which is our named account based customer loyalty program.  I am asked all the time ‘How do I successfully engage the field?’…MORE >

  • -- Article --

    Mine those Lemons!

    Sharing a few experiences illustrating how to turn potentially bad experiences into positive ones: 1. My Lexus was recalled by that gas pedal thing.  Here’s what my Lexus dealer did…MORE >

  • -- Article --

    Starting With a Named Account Based Program is a Money Move…….Literally.

    Am I the only one that finds it strange that so many companies kick off their customer experience and loyalty programs focused on market stats, customer satisfaction scores and Net…MORE >

  • -- Article --

    Why don’t companies measure real customer loyalty?

    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 >

  • -- Article --

    The Importance of “Importance”

    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 >

  • -- Article --

    From Detractor to Promoter in 140 Characters

    I am – obviously- a believer in companies having a comprehensive client satisfaction assessment program. I think it’s an important metric to track, a useful tool for planning, and an…MORE >

  • -- Article --

    Net Promoter Hype vs. Reality

    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 >

  • -- Article --

    Customer Intimacy Creates ROI

    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 >

  • -- Article --

    Competing on Customer Success

    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 >

  • Read More
    Silent Accounts are Clear Sign of Churn Risk
    -- Article --

    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 >