Net Promoter Score Analysis
How to calculate NPS® Margin of Error and other Statistics (Excel Download)
Your boss walks in with a chart of the last 12 months of transactional Net Promoter survey results and he’s not happy! The score went
Adam Ramshaw
Read More »
Customer Retention Strategy
The Only 3 Strategies that Increase Customer Value
I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only
Net Promoter Score Analysis
How to Calculate Net Promoter Score in Excel/Google Sheets [with Download]
In this post we will make ourselves a simple but effective Net Promoter Score calculator in Excel and Google Sheets using the COUNTIF function. Before
Customer Feedback Response Rates
Writing the Perfect Customer Feedback Survey Invitation
Getting high response rates for your customer feedback survey starts with creating an effective customer feedback survey invitation. You need an initiation needs to make
Net Promoter Score Case Studies
Which is Better: Net Promoter Score® or Customer Satisfaction
We performed some Net Promoter Score comment coding work for a successful Australian health fund called nib health insurance. At the time nib had recently de-mutualised
B2B Marketing Social Media
Social Media Statistics for Australia (2020)
No business can afford to ignore social media as part of its marketing . But, unless you are a global multinational, it is also impossible
Customer Feedback Response Rates
How To Increase Survey Response Rates: The Complete Guide
Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing.
Net Promoter Score Alternatives
Net Revenue Score is not a new Net Promoter Score®
I’m always open to a debate on the pros and cons of any business approach but it’s better if the person on the other side
Net Promoter Score Alternatives
Net Promoter Score® Vs Customer Satisfaction Vs Customer Effort Score?
In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. Then came the
Customer Feedback Best Practices
5 Best Practices for Effective Customer Feedback Programs
Increasingly, organizations are becoming dissatisfied with running customer satisfaction surveys and turning instead to designing and implementing customer feedback programs. The reason is simple, after
Customer Retention Strategy
9 ways Contact Centres can help you retain customers
These days, many of my clients (and in fact businesses in general) are aware of the relevance and benefits of retaining their current customers. After
B2B Marketing Lead Generation
7 Practical Lead Prospecting Approaches + 3 Best Practices
What is Lead Prospecting In B2B marketing, the classic sales funnel starts with identifying people that might some day be customers for your business. These
Customer Retention Service Recovery
The Ultimate Service Recovery Implementation Guide
One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of
Net Promoter Score Action Planning and Implementation
You Need to Document “Why” When Implementing Net Promoter Score
Why is a very powerful word. One of the most popular Ted talks of all time, over 19 million views, asks you to start not
Net Promoter Score Action Planning and Implementation
The Perfect Net Promoter® Survey Design
“The one number you need to grow”: who’d have thought such a simple statement could cause such a fuss. Net Promoter Score is of course
