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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.

3 Practical Customer Retention approaches you can start today

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,...

How to Match Customer Retention Initiatives with the Customer Lifecycle

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...

Do Net Promoters tell us anything?

Over the past couple of weeks I have seen quite a lot of negative feedback about Net Promoter Score.  This issue seems to not...

Halo effects and Brands: being cautious when reviewing customer feedback

Customer feedback surveys are subject to halo effects so you must be careful when interpreting the results.  A good result in a specific attribute...

Are you stuck on the delight the customer merry-go-round?

I’ve always considered that the delight the customer approach to customer loyalty and retention was a little misguided.  It’s not so much that a...

Getting Started: A customer feedback survey template

Staring at a blank sheet of paper trying to write a customer survey is never fun.   However, if you break the survey down into...

Refer a friend programs: are they worth it?

Refer a friend programs: are they worth it?  Yes, as it happens they are and some very recent research gives us the numbers to...

Using social effects to improve customer retention

It is logical to think that a person’s social network influences their buying behaviour.  If my friend likes company X they will probably tell...

The Secrets of Great Customer Experience Organizations are not so Secret

When a new business buzz makes headlines, a new buzz of how to’s follows.  Customer Experience Management (CEM) is no different.  But, to me,...

New Insights: Net Promoter Score Vs Customer Satisfaction

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...

Net Promoter Score: Deficient or Efficient measure?

The great debate about the prediction ability of Net Promoter Score (NPS) continues apace.  With any change or new idea there are those that...

Customer relationships: When to communicate for maximum impact

Deciding when and how to contact your customers is an ongoing task for every organisation.  Getting the delicate balance between too much contact and...

Making Changes in your Customer Experience

This article in the Australian Financial Review (Kmart reborn in program of change) was a timely follow up to my blog post of a...

How to retain customers who are leaving

Customers, just like products, tend to progress through a lifecycle, a customer lifecycle in this case.  If you manage this process properly then you...

Is this the wrong way to use social media as a service channel?

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...

Automating Transaction Net Promoter Score Collection

Implementing a system that will automate the data collection and reporting elements of a Transactional Net Promoter Score® (NPS) process is an important step...

Are you using campaign lead or customer lead marketing?

This week I’m going to build on a recent post (“Why customer segmentation is not customer strategy”) by looking at a new approach to...

New Net Promoter Score Benchmarks: Europe Vs Australia

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…

Customer Charters: Good or bad for customer satisfaction

This post (Creating a culture of customer advocacy) by Rob Markey raises a subject that I’ve chatted to clients about a lot over the...

Comcast and Amex invest in Customer Service

Customer service is  being seen by the big players as a key growth driver according to this recent Wall Street Journal article. So important is...

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