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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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