Archives by Tag 'Net Promoter'
What? How could NPS be “lying” to us? While Net Promoter Scores (NPS) are widely used, the initial research behind it came from consumer-focused (B2C) companies. For B2B companies there are specific considerations that should be taken into account to take the right actions that will accelerate profitable growth. If you’re not careful and consider the […]
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” […]
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’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.