Archives by Tag 'voice of customer'

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 […]

What do we call this Loyalty industry?!?

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

Are 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 […]

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 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 […]