Archives by Tag 'customer satisfaction'
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 […]
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 […]
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” […]
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 […]
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.