Archives by Tag 'customer loyalty'
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 […]
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 […]
Great article here in VentureBeat, Why the Internet was wrong about Ron Paul. We’ve written many times in the past about how response bias — only looking at survey results from people that respond to your survey — skews customer feedback results (most recently here: Net Promoter & Statistics: When Accuracy Goes Haywire, and 5 […]
We’ve previously written about how Hippos – HIghest Paid Person’s Opinion – can damage ROI. It’s worth calling out a recent McKinsey study titled, “A Rising Role for IT”, may have inadvertently shined the light on this through a footnote that I think is worth calling out: “…respondents say their companies are shifting decision making […]
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 […]
As a practitioner in the field of Customer Insights / Customer Experience / Net Promoter / Voice-of-the-Customer (what are we supposed to call this field, anyway?!?), I am frequently asked, “How many responses do we need to be statistically significant?” Here’s what I’ve learned after 22 years of professional experience.