Adam Ramshaw, Author at Genroe

Net Promoter® Best Practices: 41 Practical Suggestions for Success

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.

What is a Lead and how it’s different to Prospects, MQLs and SQLs

By Adam Ramshaw 1 Comment

You say tomato and I say tomato: What IS a Lead? [source]

Subscribers, Leads, MQLs, SQLs, Prospects, Opportunities, Customers: these terms get thrown around in B2B sales and marketing departments the world over but it’s almost like we’re speaking different languages.

Of course, the basic premise is that each term relates to how far through the sales process a non-customer is and what lead nurturing still needs to be done to turn them into a Customer.

The problem is their meanings overlap based on who you speak to and when you speak with them. What is a Lead and how it is different to a Prospect? When does a Subscriber turn into a Lead?

In this post we’ll clarify the differences between the terms and provide a simple, practical, working baseline that you can use to clearly define them 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.

Zero is a Special Net Promoter® Number

By Adam Ramshaw 2 Comments

One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I’ve been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just providing feedback, they are sending you a message. If you choose to respond to that message you can turn people around dramatically.

So recently I ran the numbers to get under the covers on this subject and found some very interesting results. In the process I looked at several sets of data and charted it in two ways: response rate by score and comment rate by score. See below for the charts.

The first thing to notice is that the shape of the curves is remarkably similar across all of the companies. Of course the exact proportions of each score are different as each organization has a different NPS® but the shape of the curve is very similar. [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.

[Case Study] Iron Mountain Doubles NPSⓇ Survey Response Rates

By Adam Ramshaw 3 Comments

Iron Mountain doubled NPS survey response rates with two simple changes to their survey invite. In doing so they increased internal confidence in their analysis and internal engagement with the feedback process overall.

First, they changed the email invite “from” name to a real person, not a department.

Second, they radically slimmed down the wording in the invite and embedded the first question in the invite itself.

These were great outcomes for their Net Promoter program, so we sat down with two of Iron Mountain’s Australian customer experience managers to discover exactly what they did.
[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

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

What is a Lead and how it’s different to Prospects, MQLs and SQLs

Zero is a Special Net Promoter® Number

[Case Study] Iron Mountain Doubles NPSⓇ Survey Response Rates

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