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Posts Tagged ‘customer satisfaction’

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    Medallia Experience 2018 Recap
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    Medallia Experience 2018 Recap

    From May 14th – 17th, Medallia set up shop in Long Beach, California to put on their annual conference, Experience. For four days, the biggest brands, the brightest minds, and…MORE >

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    Your VoC Program Shouldn't Require Change

    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 >

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    Top 5 Reasons Why Identifying Advocates Needs a Formal Strategy

    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 >

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    Customer Experience Black Belt

    Waypoint Group will be at VoC-Fusion, billed as “The World’s Largest Voice-of-Customer Event.”  The conference promises to be extremely useful for anyone running a customer feedback/loyalty program, not to mention…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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    Net Promoter & Statistics: When Accuracy Goes Haywire, and 5 Ways to Proceed

    As a practitioner in the field of Customer Insights / Customer Experience / Net Promoter / Voice-of-the-Customer (what are we supposed to call this field, anyway?!?), I am frequently asked, “How many responses do we need to be statistically significant?” Here’s what I’ve learned after 22 years of professional experience.