Archive for 'Lessons Learned' Category

Translating SMART goals for Net Promoter Programs

By Steve Bernstein - Last updated: Tuesday, April 22, 2014

Excellent article the other day on writings from one of my all-time favorite books, Switch: How to Change Things When Change Is Hard. According to the authors, “SMART goals are better for steady-state situations than for change situations, because the assumptions underlying them are that the goals are worthwhile.”  The article goes on to state, “As simple […]

Surveys Without Action Do More Harm Than Good

By Steve Bernstein - Last updated: Friday, January 10, 2014

Or, with all respect to Dr. Strangelove, How I Learned To Stop Listening To The Voice Of The Customer And Embrace Change   It seems a bit odd from the above sub-title that someone with as much passion for “Customer Experience” and the voice-of-the-customer as I have would then imply that it’s good to stop […]

Best Practices in Customer Surveys: Does your Survey Add Value?

By Steve Bernstein - Last updated: Thursday, January 9, 2014

Most companies survey their customers.  Whether its a periodic “relationship” or Net Promoter type of survey, an ongoing “transactional” survey that requests feedback following a customer interaction, or even a market research study, companies seem to love surveys! In the spirit of a new year, it’s an ideal time to take a step back and […]

Must-read Research: B2B Marketers Must Heed the Voice of the Customer

By Steve Bernstein - Last updated: Friday, November 1, 2013

Given Waypoint Group’s focus on B2B businesses, I’m extremely excited by new research on B2B enterprises published by McKinsey & Co.  We’ve always known 3 things: Running an effective “Voice of Customer” program – one that generates results from acting on “representative” insights – is a powerful differentiator for the companies that make the effort. […]

2 FAQs on Customer Experience

By Steve Bernstein - Last updated: Monday, September 23, 2013

There have been some great conversations in LinkedIn groups that merit some attention.  I don’t think I’m allowed to replicate the full thread here, so I’ve included my own responses and invite others to check out the groups.  As these 2 questions are important topics, let’s keep the conversation going!  If you’re not a group member you […]

Cross-post: The 2 Halves of Customer Success

By Steve Bernstein - Last updated: Saturday, September 7, 2013

I was recently asked to comment on “Customer Success.”  What’s it mean and how should B2B firms facilitate it?  Here’s how I responded… “Customer Success” is growing.  And not only in buzz.  I see companies investing and building these teams at a fast clip.  When done right, this trend represents a fantastic opportunity for companies […]

The Secret Sauce for B2B Voice Of Customer Programs

By Steve Bernstein - Last updated: Tuesday, September 3, 2013

I’ve been able to learn quite a lot over my 20+ years working with B2B companies to design and implement successful Customer Experience programs.  Lessons-learned (so far!) have resulted in many-many millions of dollars in increased sales for our clients, not to mention the improved experiences that have fostered success for our clients’ customers. I […]

Beginning the journey without a map: Defining the Strategic Customer Engagement Practice

By Dimagers - Last updated: Thursday, September 6, 2012

by Diane Magers If you are just starting, or are transforming, your customer experience practice, there is a driving desire for a quick win. A need to show financial results in the next quarterly meeting. A need to “check the box” that you are “doing“ customer experience. But you wouldn’t start a business without a […]

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 […]

Too Much of a Good Thing?

By cherylgutierrez - Last updated: Wednesday, February 8, 2012

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 greets me upon my entry through the door, asks me if I have been there, offers samples, is attentive, promptly provides me with my yogurt, […]