Archive for 'Lessons Learned' Category

Net Promoter in B2B is Lying to You

By Steve Bernstein - Last updated: Thursday, July 24, 2014

What? How could NPS be “lying” to us? While Net Promoter Scores (NPS) are widely used, the initial research behind it came from consumer-focused (B2C) companies. For B2B companies there are specific considerations that should be taken into account to take the right actions that will accelerate profitable growth. If you’re not careful and consider the […]

A fun way to remember how to apologize to a customer

By Steve Bernstein - Last updated: Tuesday, June 17, 2014

Mistakes happen.  Your customers are usually quick to notice and remember the bad experiences.  But a well-crafted, meaningful apology can go a long way toward not only repairing the relationship but will demonstrate that your company truly cares about its customers and is an organization that can be trusted.  Although this is a fun and […]

Correlation? Regression? Neither?!?

By Steve Bernstein - Last updated: Friday, May 16, 2014

I’m often asked, “For Net Promoter / Customer Feedback key-driver analysis which is better, correlation or regression?”  Correlation and regression each tell you different things.  The answer might be “neither is right.” Correlation shows how 2 variables are related, along with the strength of that relationship. The core output of the correlation analysis (aka Pearson’s) […]

Your VoC Program Shouldn’t Require Change

By Steve Bernstein - Last updated: Tuesday, May 6, 2014

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 initiatives from VoC / CX efforts all about change?”  Well, yes and no. I’ll summarize here, and we’re pleased to have been invited to elaborate […]

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 […]