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 you've heard about Net Promoter but you're just too small for it to be useful, aren't you? Maybe you think that...

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, continuous process improvement. Some of the phases are easy, such as setting up data collection. Some of them are not so...

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 to the whole company! But as you type out the note to the rest of the management team and prepare your...

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 Net Promoter® for several years but is provided in good faith and with no warranty of any kind. As more and...

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 time or revamp your website? These are difficult questions to answer but Kano analysis is one tool that you can...

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 you/hold my breath longer than you," it doesn't matter what the event; we're ready to see who wins. If you...

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 it has announced (see The Age newspaper) that it will be starting to partly pay its resellers based on their...

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 watch the same television shows, enjoy the same music, etc. But anyone who has ever swapped countries and lived on...

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 customers as a financial asset? The road block that many organisation's face, is that they manage customers as non-financial assets rather...

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 their language and convert your customer focus project into hard numbers that talk to them; your chance of having it...

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, he thought, there must be a way to make the sticky substance more useful. Through many years of experiments he mixed...

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 while you go through the numbers, lots of nodding heads, serious looks and agreement. That is until the very specific...

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 something much more. It's about driving change in the organisation using that information and it's not always easy. It takes effort,...

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 process to make it work long term. You also know that you will need some type of software to collect...

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 the wrong thing: Tactical Return on Investment. Over the last few years, there's been an enormous amount written about return 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 results could be achieved. Every situation is different and does need to be dealt with on a case by case basis....

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 NPS in the next 6 months?" All eyes in the room turn to you. What do you say? The answer…

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 from the call centre, or is it? Call centre execution of campaigns is crucial to achieving results for the business. However,...

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 is a case study in how to apologize for problems that seriously affect your customers. You can read the full text...

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 run into all too soon. Here are the problems you will face and the solutions. 1. Your customer data is not…

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