Failure Sucks! is brought to you by Waypoint Group


Waypoint Group is a collaborative, seasoned consultancy that thrives on partnership. After decades of working alongside business-to-business (B2B) companies, we know that partnership and a mutual mission for success are the best ways to achieve growth and strong relationships. We coach executives and staff, crafting joint-action plans that systematically impact the bottom line.

A recipient of the 2013 CXPA Vendor Excellence Award, Waypoint Group has pioneered the B2B customer experience industry through tested and strategic methodologies that build loyalty and add value for companies large and small. As a certified Net Promoter® Loyalty Partner, we act on customer feedback and increase the rate of profitable sales growth by linking insights to financials.

Whether it’s by increasing customer retention and cross-sell rates or accelerating new business from positive word-of-mouth, Waypoint generates significant ROI for companies facing stagnation, change in management, or simply seeking best practices. We train leadership to effectively amplify and act on customer insights that fuel stronger relationships to accelerate profitable growth in the long term.


About the Authors


Steve Bernstein

Steve Bernstein is an experienced executive focused on Customer Experience, with 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 loyalty programs based on Net Promoter while also running Satmetrix’ own Net Promoter program as a showcase of best practices and real results. Before joining Satmetrix, Steve held Vice President positions at Enkata and Blue Pumpkin, where he led the charge to develop winning customer-focused strategies that led to sustainable growth, profitability, and #1 market share position. Steve has also held senior leadership positions with Cipient, Cisco Systems, and other global organizations.

Steve is Net Promoter Certified and was awarded his BA in Economics from University of California at Berkeley (Go Bears!)

Sabrina Bozek

Sabrina Bozek-3 croppedSabrina Bozek is a driven, results oriented marketing professional with both agency and corporate experience in travel, microfinance and sports. Originally from Miami, she moved to San Francisco from New York, where she worked for Fairmont Hotels & Resorts. Sabrina is passionate about elevating and optimizing brands through consumer insights and analytics based decisions. She combines both her marketing and analytics background to make a lasting impact in customer success for the Bay Area and beyond. Previous clients include the British Virgin Islands, Nickelodeon Family Suites (Orlando),, GAGA Sports, and SF Office of Small Business.

Sabrina earned an MBA from University of San Francisco and a Bachelors of Science in Communications from Florida State University (Go Noles!).

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.