Author Archive | Adam Ramshaw

Most People Don’t Understand Sample Size

Blog post by on July 16, 2014

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 …

You Unconsciously Resent Your Customers

Blog post by on June 4, 2014

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 …

The Perfect Net Promoter® Survey Design

Blog post by on May 22, 2014

“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 …

How to Demonstrate the ROI of your Customer Feedback Program

Blog post by on May 1, 2014

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. …