Steve Bernstein
Steve is an experienced executive focused on Customer Experience, with over 20 years of experience in developing leading strategies with hands-on execution. Prior to founding Waypoint Group, Steve was responsible for Solutions Development at Satmetrix, the co-developer of Net Promoter(R), where he assisted clients with implementing customer success and loyalty programs based on Net Promoter while also running Satmetrix' own Net Promoter program as a showcase of best practices and real results.
I have some sad news. If you are running a Net Promoter program in a B2B firm, your NPS isn’t being all that faithful...
Failure isn’t pretty. From Motorola’s Iridium to Google Wave, business history is full of stories of huge, successful companies making some pretty bad decisions....
Most companies survey their customers. Whether its a periodic “relationship” or Net Promoter type of survey, an ongoing “transactional” survey that requests feedback...