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.
Competition is tougher than ever before and many companies are out prospecting like mad for new customers. However, most don’t realise that the fastest,...
The best customer retention initiative to implement for a specific customer often depends on their position in the customer life cycle. What’s more, often...
Recently we performed some Net Promoter Score comment coding work for a successful Australian health fund called nib health insurance. nib has recently de-mutualised...
Deciding when and how to contact your customers is an ongoing task for every organisation. Getting the delicate balance between too much contact and...
Customers, just like products, tend to progress through a lifecycle, a customer lifecycle in this case. If you manage this process properly then you...
It is clear that leading brands are using Twitter and other social media channels to deliver reactive service to their customers. Probably the best known...
Implementing a system that will automate the data collection and reporting elements of a Transactional Net Promoter Score® (NPS) process is an important step...
Satmetrix last week released it 2010 European Net Promoter Scores and I thought it would be interesting to review them versus recent Australian data*. Banking…