Archive for 'Loyalty Research' 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 […]

Planning Customer Advisory Boards the Right Way

By Sabrina Bozek - Last updated: Thursday, May 22, 2014

Collecting voice of customer insights should not just be about surveys, I hope we can all agree on that. After all, B2B customer success is all about relationships and dialogues that create a partnership.  One way to do that is with well-planned customer advisory boards (CABs).  How do you plan a CAB effectively, you ask?  […]

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 […]

So you Have an NPS….Now What?

By Sabrina Bozek - Last updated: Tuesday, February 11, 2014

How Advocate Marketing can Leverage Promoters, Detractors AND Passives By Chris Newton, VP of Business Development at Influitive Your Net Promoter Score (NPS) gives you valuable insights into how happy your customers are and identifies what could be your biggest marketing asset – your promoters. Unfortunately, most B2B companies don’t have a strategy in place […]

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 […]

New Research: What do the Best companies do to increase New Product Success?

By Steve Bernstein - Last updated: Friday, November 8, 2013

Fresh research from Product Development and Management Association (PDMA) discusses what contributes to New Product Success.  I can share a few key quotes, and the research is available for purchase on PDMA’s website and sections are also available at lower cost from Wiley online. The study compared data from 453 companies (56% were B2B) 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. […]

When Waiters Have to Bring Bad Food

By Steve Bernstein - Last updated: Wednesday, August 22, 2012

I caught a neat little article that – while written specifically to the restaurant industry – is applicable to any business.  In fact, it ties nicely to a whitepaper we wrote a while back titled, “When the Waiter Brings Bad Food:  Measuring the contribution of the Service / Support Organization in an environment of intervening […]

Poll Results: How People Think of their Feedback efforts

By Steve Bernstein - Last updated: Tuesday, April 17, 2012

Last week we conducted a completely NON-scientific poll in which we asked people involved in “customer feedback” programs to tell us how they refer to their effort. The question was posed to readers of our blog and through LinkedIn groups that cover “customer feedback” in some way. It’s interesting to see that most people took […]

What do we call this Loyalty industry?!?

By Steve Bernstein - Last updated: Tuesday, April 10, 2012

Are you interested in leveraging customer feedback to help your organization improve customer loyalty? As a “customer” do you want companies to improve the experience you have with them? There are so many different names for our body of work.  While the members of this “loyalty” profession understand the nuanced differences in the words we […]