Archives by Tag 'customer satisfaction'

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 […]

Top 5 Reasons Why Identifying Promoters Isn’t As Easy as You Think

By Sabrina Bozek - Last updated: Tuesday, March 18, 2014

An email floated into my inbox the other day from a company with a request for votes to win an award in their industry. Why they thought I would be a good candidate for this, I am not entirely sure; as of late, our interactions have been limited and not exactly positive. It got me […]

Customer Experience Black Belt

By Steve Bernstein - Last updated: Sunday, March 25, 2012

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” […]

Response Bias Strikes Again

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

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 […]

Attack of the Killer Hippos

By Steve Bernstein - Last updated: Thursday, December 15, 2011

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 […]

Net Promoter & Statistics: When Accuracy Goes Haywire, and 5 Ways to Proceed

By Steve Bernstein - Last updated: Wednesday, October 12, 2011

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.