Adam Ramshaw

Customer Journey Mapping Software Review

With the rise and rise of interest in Customer Journey Mapping there has been a commensurate rise in software applications to document, manage and print the resulting maps. In this post I review a wide range of software tools that can be used to document the...

Which Map Is That: Selecting the Right Customer Journey Map

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people has started pinning the term to different things, i.e. people call different...

11 Proven Approaches to Customer Feedback Employee Engagement

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. But how, exactly, do you do that? At our recent CustomerGauge User group session in Sydney Australia we work-shopped this exact…

New Research: Customer Effort Score Debunked, NPS Vindicated

Is the new iPhone better than the latest Android phone? Ask 10 people and you’ll get 10 different answers — all of them based on opinion. It’s similar with customer feedback metrics. Should you use Net Promoter or Customer Effort Score or Customer Satisfaction or...

It’s Not the Number Stupid: Net Promoter® is not a Numbers Game

I’m sure you’ve heard of Bill Clinton’s famous, but unofficial, 1992 campaign slogan: “It’s the economy stupid”. His chief of staff wanted to focus everyone on what was most important in the run up to the election. That was a great approach but today I’m...

Why is More Important than How In Customer Feedback

Why is a very powerful word. One of the most popular Ted talks of all time, over 19 million views, asks you to start not with the how of your business but the why of your business. Why asked 5 times is the basis of…

The Ultimate List of Net Promoter® Best Practice Tips

Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. With so much time invested, lots of lessons have been learned. So you don’t have to re-learn those lessons the hard way I’ve pulled...

Net Revenue Score is not a new Net Promoter Score®

I’m always open to a debate on the pros and cons of any business approach but it’s better if the person on the other side has done their research. That way we can have a thoughtful debate. Unfortunately John Greathouse has jumped to a few conclusions when...

Predicting American Airlines’ Net Promoter Score® Using Twitter

In this recent post by Fonolo American Airlines was hammered for having an outstanding (in a bad way) number of Twitter users complain about being on hold with them. This got me to thinking: How good is crowd data at predicting the Net Promoter Score for…

Zappos Service is for Zappos, not You

We’ve all heard the stories of famously customer focused organisations where staff have gone wildly above and beyond customer expectations to create raving fans. At Zappos, one famous (albeit perhaps apocryphal) tale is the story of a customer service person having pizza delivered to customers...

Most People Don’t Understand Sample Size

You’ve spent weeks working through the numbers to unpick what customers are saying. After checking through the data and analysing a range of root causes, you have created a really practical plan to solve a key customer issue. The PowerPoint presentation you’ve created nails each...

Surprise: Rob Markey and I agree on Net Promoter® Benchmarking

Anyone that has been reading this blog for more than a couple of weeks knows that the subject of Net Promoter benchmarking gets me fired up. In talking to clients and prospects the question of “what’s a good Net Promoter score” almost invariably arises. Many...

The Practicalities of Giving Frontline Staff Net Promoter Targets

“If you don’t give us a 9 or 10 on the survey you receive it will mean we have failed”. On the surface it was an odd way to end my check out process at a well known hotel chain but one I suspect...

You Unconsciously Resent Your Customers

Recently, while pondering the surge in discussion about customer centricity and customer focus over the last 10 years, I wondered: do employees in most organisations subtly resent their customers? It has always struck me as just a little odd that commercial enterprises must explicitly say...

The Perfect Net Promoter® Survey Design

“The one number you need to know”: who’d have thought that such a simple statement would cause such a fuss. Some people actually believe that you only need one question in your Net Promoter Survey. But of course that doesn’t work: so let’s review the...

10 Customer Experience Influencers You Really Should Follow

There is no shortage of data on the interwebs but much of it is not worth reading. The trick is to find the information written by the people that add value and challenge your thinking. Then listen to what they say and hone your...

How to Demonstrate the ROI of your Customer Feedback Program

Sometimes Voice of the Customer (VoC) practitioners frustrate me. In this recent research, customer feedback professionals identified that their biggest barriers to a more effective customer feedback process were engaging staff and management and understanding loyalty drivers. But when asked what they would do with...

Customer Journey Maps Must Come Before Transactional Customer Feedback

Transactional customer feedback is a very effective way of improving business performance. With it you can diagnose problems and processes that are driving customers away and reinforce the drivers of customer loyalty in the business. But how do you decide which transactions should be included?...

Practical Statistics: How to Test if Your Customer Feedback Score Really Changed [Excel]

In customer feedback we often run the same survey to different sets of respondents and we are very interested in identifying whether the responses are different between different groups. Typically those groups are either different sub-segments (male vs female customers) or different time periods...

The Only Statistical Analyses You Need to Use On Customer Feedback Data

Statistical analysis is a big, complex and fascinating area of study. Okay, okay maybe it’s not fascinating for everyone and I can already hear a few yawns at the back of the room. But the good news is that if you are analyzing customer...

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