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2016 Waypoint Research Group, LLC Active Listening + Customer Success = Customers for Life Speakers: Q&A with
© 2016 Waypoint Research Group, LLC
Active Listening + Customer Success = Customers for Life
Speakers:
Q&A with
© 2016 Waypoint Research Group, LLC
Best practices from practitioners
© 2016 Waypoint Research Group, LLC
What benefits have you seen from this program?
A Simple Process for Customer Engagement
Gather CustomerFeedback
Address Urgent Issues
• Identify & Recruit the RIGHT Contacts • Develop Non-Responders
Breadth and Depth Discussions
Feedback to Customer, Broader Learnings &Solutions
© 2016 Waypoint Research Group, LLC
Best practices in program design
A Simple Process for Customer Engagement
Gather CustomerFeedback
Address Urgent Issues
• Follow-up on Responses: - Convert detractors- Move passives- Activate Promoters
• Interpret the results
• Identify & Recruit the RIGHT Contacts • Develop Non-Responders
Breadth and Depth Discussions
Feedback to Customer, Broader Learnings &Solutions
© 2016 Waypoint Research Group, LLC
Closing the Loop & Analytics
A Simple Process for Customer Engagement
Gather CustomerFeedback
Address Urgent Issues
• Follow-up on Responses: - Convert detractors- Move passives- Activate Promoters
• Interpret the results
• Identify & Recruit the RIGHT Contacts • Develop Non-Responders
• Diagnose & Document Experiences
• QBRs (Joint Account Reviews)
Breadth and Depth Discussions
Feedback to Customer, Broader Learnings &Solutions
© 2016 Waypoint Research Group, LLC
Sharing the insights
A Simple Process for Customer Engagement
Gather CustomerFeedback
Address Urgent Issues
• Follow-up on Responses: - Convert detractors- Move passives- Activate Promoters
• Interpret the results
• Identify & Recruit the RIGHT Contacts • Develop Non-Responders
• Diagnose & Document Experiences
• QBRs (Joint Account Reviews)
Breadth and Depth Discussions
Feedback to Customer, Broader Learnings &Solutions
• Root-Cause Plans & Solutions
• Demonstrate listening
© 2016 Waypoint Research Group, LLC
Root Cause & Communications
Gather CustomerFeedback
Address Urgent Issues
• Follow-up on Responses: - Convert detractors- Move passives- Activate Promoters
• Interpret the results
• Identify & Recruit the RIGHT Contacts • Develop Non-Responders
• Diagnose & Document Experiences
• QBRs (Joint Account Reviews)
Breadth and Depth Discussions
Feedback to Customer, Broader Learnings &Solutions
• Root-Cause Plans & Solutions
• Demonstrate listening
Establish Governance with KPIs that Drive Organizational Change (Improvement!)
© 2016 Waypoint Research Group, LLC
Advice for fellow practitioners…
© 2016 Waypoint Research Group, LLC
Download the eBook:
“Essential Questions to Get More ROI from a
B2B Feedback Program”
Want More Insights?
Visit: http://bit.ly/MoreROIebook
© 2016 Waypoint Research Group, LLC
