Adam Ramshaw

4 Steps to Small Business B2B Customer Feedback success

You're a smart business owner. You keep up to date on the latest trends. You really like the whole customer feedback idea and maybe...

Customer Feedback Management Meets Quality Systems

In the customer feedback action journey there are several phases of evolution. It starts with simple data collection and ends with customer driven, company-wide,...

Did my Net Promoter Score(r) really, really change?

Whoohoo your Transactional NPS® system dashboard tells you the score is up by 15 points, week on week. Good news! Let's get this out...

Do I need to pay to use Net Promoter(r)?

Disclaimer: I will preface this post by stating that I am not a lawyer. The information below is my understanding from having worked with...

Combining Kano and Net Promoter(r) for Customer Feedback Success

In the on-going war to increase customer loyalty, should you focus more on responsiveness or that cool new feature? Halve your telephone queue wait...

Transactional Vs Relationship Customer feedback: Are you using the right one?

From the first day of primary (or grade) school most of us compete. "I bet I can beat you to the fence/jump higher than...

Telstra Rewarding Resellers for Customer Service But What is the Anti-Gaming Strategy

Photo Credit: Newtown grafitti Telstra, Australia's largest Telco, has been well known for it's roll-out of Net Promoter® over the past few years. Today...

Don’t Let Market Research Interfere with your Customer Feedback

From the outside looking in Australia and The United States look very similar. We speak, to all intents and purposes, the same language, we...

Generating Higher Profits by Managing Customers as Financial Assets

"Your customer is your most powerful asset" according to Harvard Business School Professor Frances Frei. Yet, how many organisations actually manage and monitor their...

How to calculate Return on Customer Investment

CEOs and CFOs like numbers; mostly profitability numbers but revenue and return on investment also catch their eye. So, if you can't speak...

Customer Feedback is Worthless without the Right Analysis

In a home kitchen in the early 1830's a then unknown inventor saw potential in the milky sap from the Indian rubber tree. Surely,...

How to Overcome Customer Feedback Defensiveness in the Executive Suite

Almost everyone who has presented negative customer feedback to a senior management audience of has lived this scenario. The presentation starts well, everyone's happy...

Customer Feedback Governance: Boring but Critical to Your Success

This may come as a surprise but implementing customer feedback is not about sending out surveys. It's not even about collecting data. It's about...

What to Look For When You Buy Net Promoter Software

You've read about it and convinced senior management that Net Promoter is the way to go. You know you will need a change management...

7 Steps to Measuring the Right Marketing ROI

If you're like most of the people who measure the Return on Investment of marketing campaigns or other business initiatives, you're probably focusing on...

Marketing people are from Mars and Contact Centre People are from Pluto

Quite often our clients tell us that they would like things to be better between their Contact Centre and Marketing Departments, so stronger business...

How Much Can You Improve Your Net Promoter Score: Real Company Data

You're deep in the process of implementing Net Promoter and then someone asks the question you've been dreading: "How much can we expect to improve...

Call centre execution: 7 ways marketers can improve Conversions

The hard work is done, the calls are being made and now it's just a matter of waiting for the sales to roll in...

Case study: How to apologize to your customers when things go badly wrong

When things went pear-shaped over at MozLand, they did so in a big way. The result was lots of unhappy customers, but their response...

Transactional Customer Feedback: 6 Problems You Will Face and How to Fix Them

When you start out on your transactional customer feedback or Net Promoter program everything looks rosy but there are six issues that you will...

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