Adam Ramshaw, Author at Genroe

How to use customer feedback in the on-line review wars

Don't Miss the Boat - User Customer Feedback in On-Line Reviews — Don’t Miss the Boat – Use Customer Feedback in the On-Line Reviews war

Unless you’ve been living under a rock for the past few years you’ll know the importance of and explosion in growth of online reviews. In this post, I’ll share how to leverage your customer feedback and service recovery processes to reduce negative reviews and build positive reviews for your business.

Lead by Google, but with the help of heavyweights Facebook and Yelp, the volume and speed of online reviews continues to grow. Actually, skyrocket might be a better description. [Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

Net Promoter Score®: What, Why and How

By Adam Ramshaw 7 Comments

You may have heard of it but just exactly what is the Net Promoter Score and why is everyone talking about it?

This is an introduction to this widely used customer feedback metric and how you can use it to drive improvements in your business. [Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

Club Med’s Customer Survey Fail and How You Can Do Better

By Adam Ramshaw Leave a Comment

Recently my wife and I spent some very nice time in a Club Med beach resort. These have become one our favourite vacation destinations over the years because the all-inclusive approach and range of activities make them fun and easy.

On returning to Australia I received the now common customer feedback form. As we enjoyed our time and I am a compulsive customer survey taker (it goes with the job) I leapt in.

For a big company they didn’t do so well and you can certainly do better if you don’t make the same mistakes.

Beach

Beach (CC BY-SA 2.0) by elsamuko

[Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

Net Promoter® Best Practices: 41 Practical Suggestions for Success

By Adam Ramshaw 8 Comments

Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. With so much time invested, lots of lessons have been learned. These NPS best practices are the result of more than eight years implementing Net Promoter for our clients.

Note these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. So regardless of whether you are using Customer Effort Score, Customer Satisfaction or NPS® you can apply them to your business. [Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

It’s time to stop giving people Net Promoter Score® targets

By Adam Ramshaw 10 Comments

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere.

Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some of the over 5 billion potential puzzles (5,472,730,538 to be exact) on the basic grid.

That’s a lot of time invested for no monetary reward; so what do you think would happen if you started to pay people to solve Sudoko puzzles?

Conventional business wisdom would say that if players do it for free, giving them a financial incentive would mean they solve even more. But that wisdom is wrong. [Read more…]

Adam Ramshaw

Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 15 years. He is on a mission to stamp out ineffective processes and bad surveys.

How to use customer feedback in the on-line review wars

Net Promoter Score®: What, Why and How

Club Med’s Customer Survey Fail and How You Can Do Better

Net Promoter® Best Practices: 41 Practical Suggestions for Success

It’s time to stop giving people Net Promoter Score® targets

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