Archive for March, 2012

Customer Experience Black Belt

By Steve Bernstein - Last updated: Sunday, March 25, 2012

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 the invaluable networking opportunities that will take place. We’re also very pleased that Waypoint Group was asked to create and lead the “Insights to Action” […]

A Swing and Miss for Sales and Marketing

By Steve Bernstein - Last updated: Wednesday, March 14, 2012

I had the opportunity to fly Delta airlines recently.  Never been on that airline before (really) as I’ve been stuck in a stupid “loyalty” program elsewhere.  Imagine my surprise when I found pleasant service-with-a-smile, and genuinely helpful staff!  I was in the unfortunate position of having to check luggage this time around.  You know what […]

The Paradox of Today’s Customer Experience efforts

By Steve Bernstein - Last updated: Saturday, March 3, 2012

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 December of 2011 with results from 210 respondents from companies of more that $500 million or more in annual revenues.   Focusing on their company’s customer […]

Adjusting for bias in customer survey data: a case example

By Max Schneider - Last updated: Thursday, March 1, 2012

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. It is just as dangerous to make conclusions from customer experience feedback without treating the bias that may lie within. In the first post of this series, […]