Adam Ramshaw
Adam Ramshaw
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.
Five things to do right now that will drive more value from customer feedback
Meta-analysis of a new Aberdeen report provides important insights into the most important customer feedback management differences between successful companies and unsuccessful companies. What...
The 4 Drivers Of Customer Retention
Many companies would like to improve their customer retention but are unsure how to make the changes in their business to improve this important...
Strategic Uses for Competitions and Business Sweepstakes
Every year companies spend millions of dollars running business promotion competitions to improve new customer acquisition rates. While many of these competitions are successful...
Is your company too hard to deal with: how do you know?
It always amazes me the trouble companies go to secure new customers and then just throw them into a bucket labelled "Customer", never looking...
Customer Loyalty Surveys: Do you include all 3 critical elements
The starting point when designing customer loyalty feedback programs should be understanding what your customers care about and how well you are meeting their...
5 steps to effective Customer Feedback Programs
Increasingly organizations are becoming dissatisfied with running customer satisfaction surveys and turning instead to designing and implementing customer feedback programs. The reason is simple,...
The Only 3 Strategies that Increase Customer Value
I am often asked; what is the best way to develop and implement strategies to increase customer value. Assuming you can't change the fundamentals...
Four Bridges to communicating with your Customers
In a world where customers control the relationship, if you want to continue to have a relationship, you need to provide something of value...
How to set Net Promoter targets for your organisation and staff
Once you have the three prerequisites to setting Net Promoter targets in place you can move on to setting targets for your organisation. Give local...
Surveys: Should you report based on “sent date” or “received date”
Recently a customer asked: "In terms of "best practice" do you have a view on whether NPS should be calculated based on the date...
Three Prerequisites to setting Net Promoter targets
What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes. At some point in your best...
Trigger marketing demands a new approach
Trigger marketing is not just a fancy new marketing technique that you can layer over your existing campaign process. It is a fundamentally different...
Customer delight can be worse than a baby bonus
Recently there was much ado in Australia as the Federal Government slightly reduced (less than 10%) the amount of money that it gives to...
People are not thermometers so customer feedback is messy
When examining any type of customer feedback, one issue that you will come up against is that the feedback people give is not like...
How To Drive Customer Experience Innovation Using Transactional NPS
I wrote recently about how engineers in process plants are never happy with the status quo. They are always looking for improvements and tweaks...
Do Your Customer Experience Initiatives Have These Flaws?
It seems to me that many customer experience initiatives are deeply flawed. They start out well intentioned but lack the right process improvement mindset...
How to use customer feedback to directly drive revenue
It's been a busy six months. You've rolled out a best practice transactional customer feedback process using Net Promoter Score as your KPI...
The Qantas Grounding: A strategic customer experience initiative
You may find it hard to believe that there is any way that grounding every plane in the Qantas fleet could improve the customer...
Net Promoter Score is 2.7 times more sensitive than Customer Satisfaction
Recent analysis of Net Promoter Score data from one of our clients indicates that NPS is almost three times more sensitive at predicting customer...
More customer survey mistakes to avoid
Today we have another in the "common customer survey errors" series. In truth I could write one of these posts pretty much every week...