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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.

Understanding the value of Closed Loop Reporting

What is Closed Loop Reporting (CLP) Closed Loop Reporting is any reporting that is done by a business (or silo within a business) where the...

Bad questions make for poor customer surveys

Following on from a recent posting Consumer Research: Poor research approaches give poor answers, I’m starting an occasional posting series looking at surveys (mostly...

Why customer segmentation is not customer strategy

This recent blog article really struck a chord with me:  Why Doesn’t My Market Segmentation Work? The author makes some good points and I agree...

Using next logical product to maximise cross-sell

Most of our clients see the ability to increase their cross sell rates as a good way to increase their overall share of the...

Determining what might be important to a customer

In the customer loyalty survey process one of the keys is to make sure that your survey addresses all of the product and service...

How do you determine what is important to a customer?

I noticed the other day that I have touched on the subject of determining what is important to customers a few times in recent...

Do you implement all 7 enablers of good customer service?

Delivering good customer service has gone from a nice to have to a core deliverable in the past 10 years.  Making sure that your...

A Dozen Customer Satisfaction Survey Do’s and Don’ts

Any organisation that wants to build its business long term needs to listen to and act on customer feedback.  This need to capture customer...

Call Center reporting: Are you leveraging Service Performance Indices

By Stewart White What is a Service Performance Index (SPI)? In the purest context a SPI is a report showing how successful your business (or…

How to evolve on-line customer advisory panels to add value to your business

On-line customer advisory panels are a relatively new feature in the market research business.  Often these panels are created by dedicated market research companies...

Net Promoter Score (NPS) and service delivery styles

Guest post by Tim Tyler Transactional Net Promoter Score (NPS), where you ask customers to indicate their willingness to recommend your processes rather than their...

Customer Surveys: Affecting customer purchase behaviors

The number and range of customer feedback surveys being undertaken by organizations wanting to understand how their customer’s feel about the organization and its...

Consumer Research: Poor research approaches give poor answers

This post from the Harvard Business Review’s Daily Stat on 15 February 2010 shows a surprising lack of insight into how consumers actually respond...

Customer Experience Management: is it a cost or an investment?

How you answer this question seems to depend almost entirely on where you sit in the organisation: if you are inside the Customer Experience...

9 ways Contact Centres can help retain customers! (Part III)

Guest post by Stewart white This is the last in a three part posting that discusses ways call centres can help the business retain customers. ...

9 ways Contact Centres can help retain customers! (Part II)

Guest post by Stewart White This is the second in a three part posting that discusses ways call centres can help the business retain customers. ...

9 ways Contact Centres can help retain customers!

Guest post by Stewart White This is the first of a three part posting that discusses ways call centres can help your business retain customers.…

Driving Customer Experiences to Improve Loyalty

When trying to drive improvements in your customer experience one key is understanding exactly what drives change in the customer’s perception of their experience....

How many attempts should you make in telemarketing campaigns?

Guest post by Stewart White. I recently read an article called “7 Prospecting Rules that produce Leads” by Brian Carroll who is the founder and...

Marketing Allowable: How much should marketing spend?

We talked previously about using value maps as a guide to treating different customers differently as you market to them.  Now it’s time to...

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