Adam Ramshaw

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 ever seen.

However, it you want it to succeed long term you need to make sure that you overcome cover all six of these reasons that customer feedback processes fail long term.

Lack of Senior Management buy-in

Without senior management buy-in to the customer feedback process, not just the collection of data but the whole process, adoption will be limited and eventually fail.

When starting out on the customer feedback journey it’s okay to rely on a little faith based support from senior  management.  However, that support must actually exist.  If senior management are not sure or give the process lip service support then you will fail to gain long term traction.

Because hard ROI...

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 late in 2003 Net Promoter Score and the Net Promoter Score process have been used by an ever increasing number of companies as a way to measure and improve customer loyalty.  Recently the concept has been extended by a number of organisations (Vodafone, Symantec, Atlas Copco, Holcim to name a few) to measure Employee loyalty and employee engagement.

Employee Net Promoter Score is based on the NPS process with a slight change to the question and respondents.  eNPS asks employees:

How likely are you to refer as an employer to friends and associates?

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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 in Sydney (disclosure Genroe is an Aprimo Field Partner) at which Aprimo CMO Lisa Arthur presented the organisation’s “10 Imperatives of the Marketing Revolution”.  Overall a good presentation and interesting content.

Also interesting were the results from the impromptu polls that Lisa performed on the assembled marketers.  Using hand held response devices, Lisa asked questions and gathered live data for review by the audience.

So what did we learn from an audience of 80 or so Australian marketers, albeit...

Recently a colleague of mine had an interesting conversation with a the service delivery manager for a well known IT company. The discussion turned to customer experience management and the service deliver managers noted that his only “measurements” of the customer experience were, essentially, the ITIL service delivery process.

If you’ve never heard of ITIL you probably don’t need to worry about it. It is a framework of concepts and process for IT systems development and management. If you’re keen to know more have a look on Wikipedia ITIL.

On the other hand, if you use the ITIL Framework in your business the questions you should be asking yourself are;