Adam Ramshaw

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 generated information is not only tabled to the intended audience, but once that audience has acted upon the information within...

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 customer surveys) that ask questions unlikely to provide useful and/or accurate information. Today’s survey is from the Australian Financial Review.  This...

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 completely with them but I wanted to go one step further.  I believe that customer segmentation often “does work” in...

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 customer’s wallet and customer retention.  One of the better cross selling techniques is the next logical product approach. (Wondering “what is...

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 attributes that are important to your customers.  Seems simple and logical, but it’s not always as easy as it seems. Determining...

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 blogs (e.g Consumer Research: Poor research approaches give poor answers) but never given a full account of the different methods...

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 organisation can deliver excellent customers service requires a good alignment of all the key customer service enablers. 1. Measure your customer...

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 feedback has driven many companies to develop and execute customer surveys. The problem is that building a good survey and survey...

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 business silo) is at servicing your customers needs: customers being either internal or external. Another way to look at it…

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 to provide ready access to a large number of respondents for a market research survey.  In that way they can...

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 overall relationship with your organisation inevitably leads you to review your service delivery mechanisms – and perhaps it even leads...

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 product is now substantial. However, believe it or not, customer satisfaction surveys have a little bit of quantum mechanics in them!...

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 to research questionnaires.  It reports a McKinsey survey where consumers were asked what they were more interested in: core benefits...

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 Management tent then you’ll answer “Investment”, if you’re outside it then you will probably answer “Cost”.  However, I think that...

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.  In the first two posts we discussed: Part I – Really listening to the customer, speaking the customer’s language and…

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.  For more information on really listening to the customer, speaking the customer’s language and offering products/services/information that the customer wants,...

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. These days many of my clients (and in fact businesses in general) are aware of the relevance and benefits of…

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. Often identifying these customer experience drivers is the role of market research but they can also be uncovered by using...

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 CEO of In Touch, a B2B marketing firm in the US. In this article he discusses a number of best…

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 take a look at how to not spend more communicating to a group of customers than they are worth (to...

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