Archives by Tag 'NPS'

Net Promoter in B2B is Lying to You

By Steve Bernstein - Last updated: Thursday, July 24, 2014

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 […]

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” […]

The Paradox of Today’s Customer Experience efforts

By Steve Bernstein - Last updated: Saturday, March 3, 2012

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 […]

The Value of Trustworthy Data

By Steve Bernstein - Last updated: Friday, January 27, 2012

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 […]

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 […]

Leveraging Net Promoter with 3 Steps to Acquiring New Sales Ready Leads

By Steve Bernstein - Last updated: Friday, November 11, 2011

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 […]

Marketing is DEAD. Here are 5 Steps to revive it.

By Steve Bernstein - Last updated: Thursday, October 20, 2011

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 […]