Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 20 years. He is on a mission to stamp out ineffective processes and bad surveys.
Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s...
Before a customer can complete your meticulously developed customer feedback survey, they need to open the email invitation. You have precious few seconds to...
Carlson Restaurants operate some 900 restaurants globally and over the last few years have driven immense value from the Net Promoter process in the...
Rob Markey (a partner with Bain and global leader of the firm's Customer Strategy & Marketing practice) provided some very focused and pithy remarks...
Your customer feedback data collection process is going just fine. You're collecting lots of interesting results, sending reports to your peers and generally feeling...
In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. Then came...