Archive for 'Loyalty Research' Category

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 […]

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, […]

Crucial steps to take before becoming a customer experience data Nostradamus

By Max Schneider - Last updated: Friday, February 10, 2012

Blog 2 in 3 Part Series on Analysis of Bias-Filled Data Though most people associate the ability to predict the future with their neighborhood fortune-teller, customer experience practitioners are often in the business of forecasting customer behavior. Different flavors of regression models exist that do a great job at this, using current customers’ survey responses […]