What do we call this Loyalty industry?!?
April 10, 2012Are 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 use, I suspect the various labels that refer to *largely* the same thing only help to perpetuate misunderstandings in our end-audience.
Please take a moment to respond to this poll. You’ll see results when you respond, and we’ll also provide full results next week.
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Loyalty Research | Tagged: customer experience, customer loyalty, efm, feedback management, voc, voice of customer | 
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Posted by Steve Bernstein
Customer Experience Black Belt
March 25, 2012Waypoint Group will be at VoC-Fusion, billed as “The World’s Largest Voice-of-Customer Event.” The confe
rence 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” workshop as part of VoC Certification, which will also be held at this event. The Certification will prove invaluable through a series of five well designed and highly engaging courses, where you will learn best practices in loyalty program design and VOC program implementation. Our portion of the Certification will cover best practices in data gathering techniques, analysis (including financial linkage, key driver, and critical statistical methods) and the best ways to turn insights into action.
We hope to see you there!
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Posted by Steve Bernstein
The Value of Trustworthy Data
January 27, 2012Earlier 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 effectively drive improvement with this critical component, and how VoC/customer-feedback/Net Promoter programs can leverage their charter to drive profitable growth for their company.
The direct link to the recording is at http://www.blogtalkradio.com/allegiance/2012/01/27/customer-feedback-the-value-of-trustworthy-data
In future discussions we’re planning to continue with a focus on
- Defining “trustworthy data,” from practices in statistics (such as statistical significance and margin-of-error) to revenue contribution, coverage, and response
- Deriving importance
- Making the improvement (growth) happen
BTW, all of these topics will be addressed in detail at VoC Fusion– the World’s Largest Voice-of-Customer event – held in Las Vegas in May. Will you be able to attend?
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Posted by Steve Bernstein
