Archives by Tag 'customer experience'
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 [...]
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” [...]
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 [...]
Earlier today I had the opportunity to be a guest on Blogtalk Radio to discuss “Trustworthy Data.” As this is such a meaty topic and we had only 15 minutes, this was the first session on acquiring and acting on actionable customer insights. In today’s session we defined “Trustworthy data,” discussed how VoC Practitioners can [...]
We just completed a short webinar with our friends at TrueInfluence that was not only well-attended but also had excellent “Question & Answer” participation toward the end. It’s titled, “3 Steps to Acquiring New Sales-Ready Leads Faster than Ever Before” and discussed how to leverage your customer as assets to create new sales-ready leads faster [...]
I used to be a proud VP Marketing. These days ‘marketing’ seems to be all about spamming people with as much noise as possible. Many Marketing organizations plod along with ~5% open rates, ~3% conversion rates, and little-to-no ability to report the real business value (results) they bring to the company. And then they complain that [...]