“Genroe have been performing ac3′s customer survey for a number of years providing valuable analysis on issues and flexibility in approach. After the last survey we decided to have Genroe review our back-office processes to see if we could identify where we might do things better in terms of delivering the level of service we desired.
Genroe approached the task very professionally, presenting a strategy that we both agreed on, an execution plan and an agreed outcome/feedback mechanism. The report was very comprehensive and where we needed more focus Genroe were happy to provide it. As a result we are now looking more at the root cause of issues rather than just symptoms.
We would recommend Genroe for their professional approach, their flexibility in meeting customers requirements and their well balanced responses.”
Chief Operating Officer
“As a managed service provider it is vital that we understand what our customers think of us. We needed a baseline of customer perception to enable us to plan what action is required to maintain and increase customer satisfaction. Genroe were both professional and practical throughout the project. The survey highlighted areas we need to improve on and areas where service is perceived to be good – this enables key issues to be addressed.
I would recommend Genroe as an organisation that provides impartial, practical advice on how to improve customer service.”
General Manager, Service Delivery
HARBOUR MSP PTY LTD a frontline company
“As a fast growing company it’s very important to us that our resources are invested effectively in developing and improving our services that will actually make a difference to our clients. We hired Genroe as they had a proven ability to pinpoint exactly where a company’s time is being best invested, where it could be better invested and where it is being over invested – basically ensuring that all our efforts are laser focused on the things that matter most to our customers.
The final ‘voice of the customer’ report we received from Genroe has removed the guesswork out of implementing the right strategies, targeted at the right customers. We found it valuable and it delivered tremendous clarity to our management team. We have since tweaked our focus and eliminated time and money previously invested on activities that were clearly not going to increase customer satisfaction, sales or our profitability.”
Ansarada Pty Limited
“[Genroe's] integrity mixed with his deep understanding of various business aspects and human nature made him an invaluable partner.”
NSW Department of Housing
“I engaged with Genroe back in late 2008 as we were exploring how best to consider gaining ongoing on line customer insights as we designed and built the The Buzz insurance company.
Genroe provided us with an approach and thought leadership through this period that has proven to be invaluable. The way the team listened and responded to our needs was very impressive. They so generously shared their knowledge but were willing to learn with us as we explored new territory.
In recent times we have had Genroe assist us in designing the reward and loyalty Programme “BuzzTime”. Once again their thought leadership and responsiveness has been very impressive. The team at Genroe truly know the meaning of partnering and collaboration. Not an attitude or skill that is present in all consulting firms.”
CEO The Buzz Insurance
A member of the Insurance Australia Group
“SBS embarked on a project to review and advance its CRM system and sought Genroe’s assistance in identifying the steps needed for this task; including assistance in preparing and editing a Request for Proposal (RFP), managing the RFP process, establishing a short list of suitable suppliers and assisting with the evaluation and selection.
Genroe were professional, knowledgeable and incredibly helpful throughout the process. They took a very complex task and made it more simple and straightforward for SBS. They were also a delight to work with!
At the end of the project we felt very confident that we had the right shortlist of potential vendors which meet SBS’s needs; we also felt confident that the process in evaluating, shortlisting and selecting was done with the utmost care, consideration and professionalism.
As a manager responsible for a number of marketing functions at SBS, it was difficult for me to devote all my time to the CRM project; having Genroe as a partner allowed me to stay on top of the process and feel confident that it was under great care and management so that I could manage all my other responsibilities. I think the CRM vendors also appreciated having a knowledgeable resource at their disposal to answer queries, etc., without having to constantly go back to SBS.
I would definitely recommend Genroe. We wouldn’t have been able to get the great outcomes we did without Genroe.
Group Marketing Manager
“NCI (National Computational Infrastructure), and its antecedent APAC, have used Genroe on a regular basis over the past decade to monitor the satisfaction of the Australian computational research community with the high-end computing services and facilities that we offer. Most recently, in 2010, Genroe, in addition to undertaking the customer satisfaction survey, also assisted us with surveying our user base for feedback on planned and potential new services.
We could not have been happier with the service that Genroe provided. The advice and the service was first class, and Adam Ramshaw went out of his way to guide our thinking, to suggest various alternative in seeking the input and feedback that we sought, and to ensure that we were comfortable with, and understood every aspect of, the process. We were delighted with the outcomes, the comprehensiveness of the report, and also its balance. We will be certainly using Genroe’s services on future occasions.“ ”
Prof Lindsay Botten
National Computational Infrastructure
“Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it.”
General Manager – Sales and Operations
“We first began working with Genroe to streamline and refine our Net Promoter Score program. We had long lead times to make any changes internally to our survey design that proved difficult when we were still in the process of learning, we needed to be able to make changes as we learned more and wanted to implement new ideas. I can not promote Genroe enough, they have gone above and beyond in helping us and have delivered a flexibility to our program that really suits out needs.
I’m pleased to say we are now running smoothly with our Net Promoter Score program and are continually developing retention initiatives.
Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! I would not hesitate to recommend Genroe to anyone. Genroe is always available to discuss new ideas and always considers which alternative would suit us best.” Renee Farnham Customer and Market Insights Manager nib Health Funds.
Customer and Market Insights Manager
nib Health Funds
“We put out feelers to a number of companies to assist us in conducting a loyalty measurement project across a major customer network. Although we believed we knew where we stood with this customer, we didn’t want to assume anything. It was vital that we understood exactly what we were doing well, and where we needed to improve, to ensure that we were in the best position possible to retain their business.
After only a brief discussion [Genroe] immediately understood what we needed. They put forward a smart proposal for the identification of loyalty drivers and the measurement of our performance against those attributes. Throughout the project they worked closely with us on all aspects, met all deadlines, conducted themselves professionally and delivered a fantastic final report and presentation to our team.
What we have now is a clear idea of what aspects our customers are satisfied with, and what we have to work on to further strengthen the relationship. This will translate into a strategic plan for this customer going forward.
I would recommend Genroe for their capacity to understand the needs of a variety of industries. Adam rapidly sized up our business environment, our needs for this project and the needs of our customer, and was able to harvest a significant amount of valuable feedback for us to work with.
I felt confident that the methodology proposed by Genroe would deliver credible and specific information, and the outcomes from the project have met all my expectations.”
Business Manager, Queensland Health
Beckman Coulter Australia
“”Adam Ramshaw from Genroe was engaged by the City of Ryde to survey customer satisfaction levels of our new Ryde Planning and Business Centre. Adam has consistently provided us with a high level of expertise and excellent customer service. Whenever we have required assistance with the development of urgent reports, Adam’s response has always been prompt and extremely professional. Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data. I have no hesitation recommending Genroe to other business colleagues.”.”
Manager Customer Service
City of Ryde
“[Genroe] has worked with Informa on increasing our customer retention. I would recommend him as he is highly knowledgeable and can provide easy solutions to what appear to be complex issues and deliver results. Also very personable -you can pick up the phone and run through an issue and get instant feedback. Would highly encourage marketers to have a chat with him!”
Marketing Director – Australia
“Adam is a joy to work with. He obviously knows what he is talking about. He works in a transparent way, ensuring that all internal stakeholders were completely comfortable at every step of the project. He quickly picked up on sensitivities and adjusted accordingly, ensuring Genroe was able to deliver what it had promised. I would not hesitate to work with him again!”
“The Cellarmasters Group engaged Genroe to do a review and audit of our contact centre including best practice benchmarking. The mandate that we gave them was to come up with a set of quantified “Quick Wins” and more material initiatives that we could implement across our outbound and inbound contact centres with short pay back periods to drive the bottom line growth of our business.
I am pleased to report that we were impressed by both the level of detail that Genroe went into and the thoroughness of their investigations and also the prioritised set of initiatives that they came up with. The challenge we now have is implementing those recommendations and again Genroe have given us practical assistance to start off the process in the form of workshops to explain their recommendations. We have also now engaged Genroe to assist us with scoping the business requirements and project manage the larger initiatives to ensure that they do get delivered.”
Chief Financial Officer
The Cellarmasters Group
“We brought Adam into a business project that was not delivering as expected with stakeholders from individual lines of business dissatisfied with key project deliverables. I cannot speak highly enough of Adam’s expertise in customer retention as he managed to assess, conceptualise and document our strategic plan simply and also effectively brought all key stakeholders together to deliver it for our business!”
Head of Customer Retention
“Adam is one of the foremost practitioners of Customer Management in Australia. We worked together to implement a range of strategies for customer retention and also product bundling. … Unlike other consultants, his focus is on delivering measureable results and embedding strategy into ongoing business processes…”
General Manager, Customer Analytics and Modelling
Commonwealth Bank of Australia