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.
The 6 Road Blocks to Trigger Based Marketing and how to avoid them
The path to successful Trigger Based Marketing often seems to be strewn with road blocks but is it? In this post I will...
The 5 Critical Factors for Interactive Marketing Success
Interactive marketing is a relatively new feature on the marketing and customer management landscape. It is only with the relatively recent advances in...
Forecasting customer value when you don’t have a contract: Discrete transactions
This post is one in a series in which I summarize into actionable steps parts of the substantial body of work by Peter Fader,...
Calculating Retail Sales Forecasts, Customer Life Time Value, and other customer variables
This post is one in a series in which I attempt to summarize into actionable steps parts of the substantial body of work by...
4 Practical Approaches to Calculating Customer Lifetime Value
Recently I came across a very useful Marketing Science article on customer lifetime value calculations. "Customer Base Analysis in a Discrete-Time Non-contractual setting," presents...
Close the customer feedback loop but don’t be a Blocker
Closing the customer feedback loop by telling your customers what you heard and what is changing as a consequence is a very important part...
Customer Retention: You already have enough segmentation, take action!
Think quick: to drive customer retention should you focus on a deeper understanding of your customer segmentation or on take action with the data...
Six issues that will cause your customer feedback process to fail long term
You're all fired up to implement a new customer feedback process, secure in the knowledge that it will be the best your company has...
Customer Feedback: How not to ask a question
Here is another quick example of a problem that we often see in customer feedback surveys. In this case the question has been worded in...
Employee NPS: Are you using this valuable Employee Engagement tool?
The term Employee Net Promoter Score or eNPS is seen increasingly often in company reports, but what is it and should you use it? Since...
Surveys for Customer Satisfaction: Do you make these mistakes?
Because I'm in the industry I, maybe like you, take all the customer feedback surveys that I can, to see what organisations are doing,...
New stats: Australian Marketers concerned most about process
Aprimo is currently touring Australia presenting to marketers far and wide about "The Imperatives of the Marketing Revolution". I attended the 29 March 2011 event...
Best practice organisational structure to deliver Customer Experience Management
Over the past week or so there's been a really great debate on the organisational structure to most effectively deliver Customer Experience Management going...
What is the role of Customer Feedback in the ITIL Framework?
Recently a colleague of mine had an interesting conversation with a the service delivery manager for a well known IT company. The discussion turned...
Are you trying to do too many things?
I have always stressed to our clients that our goal is provide them with 2 or 3 key customer insights that they can start...
Transactional Net Promoter Score: Which is the best way to collect data?
With the expanding use of Transactional Net Promoter Score by a range of organisations, there is a growing need to collect large volumes of...
Mystery shopping or Transactional surveys: Which is better?
Mystery shopping has been with us for many years but recently a new way to measure the customer experience has become popular: transactional customer...
How to calculate customer retention rate
Recently a client asked me for a tool to help them calculate their customer retention rate. Along with the request came some questions about...
How do you determine the value of Net Promoter Score?
Recently, the CFO of one of my customer's asked "How to we determine the value of Net Promoter Score?" and wanted a "two sentence...
When does the Service Recovery Paradox work and when does it fail?
One of the reasons that I like the Transactional Net Promoter Score approach is that it allows for proactive service recovery. Transactional NPS focuses on...