Genroe 1 to 1 Blog

A German Family-owned Business Strengthens Ties Through Net Promoter®

Patrick Lew — Fri, 14 Jun 2013 00:27:18 +0000

A successful German wholesaler drives business through Net Promoter implementation. With an already strong product line, the company implemented Net Promoter to improve customer service and strengthen ties with their customers. W. & L. Jordan GMBH, with over 50 stores across Europe has been around since 1919 and promotes themselves as a customer centric organisation. The [...]

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Digital and Innovation Agency Drives Business with Net Promoter®

Patrick Lew — Sun, 12 May 2013 02:21:50 +0000

UK based digital and innovation agency Volume proves there are no right or wrong industries for using the Net Promoter approach. In fact with a score of +60 the organisation is out in front of many of its’ peers: Amazon’s score is 76 and Apple’s is 71. Here is a company doing things differently. Being a small [...]

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The 5 Phases of Customer Feedback Failure

Adam Ramshaw — Mon, 06 May 2013 01:22:13 +0000

Every day in companies around the world people sit down in meetings and decide today’s the day that they’re going to get serious about collecting customer feedback. Lots of earnest discussion follows, agreements are reached, actions allocated and heads nod in full agreement. Everyone leaves full of enthusiasm. Flash forward 18 months (sometimes less sometimes more) and many of the [...]

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Telstra Rewarding Resellers for Customer Service But What is the Anti-Gaming Strategy?

Adam Ramshaw — Wed, 01 May 2013 05:43:31 +0000

Telstra, Australia’s largest Telco, has been well known for it’s roll-out of Net Promoter® over the past few years. Telstra has announced (see The Age newspaper) that it will be starting to partly pay its resellers based on their Net Promoter Score. Through the current CEO (David Thodey) the company has been making a concerted push to improve customer service level which [...]

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Don’t Let Market Research Interfere with your Customer Feedback

Adam Ramshaw — Wed, 17 Apr 2013 00:51:40 +0000

From the outside looking in Australia and The United States look very similar. We speak, to all intents and purposes, the same language, we watch the same television shows, enjoy the same music, etc. But anyone who has ever swapped countries and lived on the other side knows that deep down the culture and outlook [...]

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Generating Higher Profits by Managing Customers as Financial Assets

Adam Ramshaw — Wed, 10 Apr 2013 00:58:35 +0000

“Your customer is your most powerful asset” according to Harvard Business School Professor Frances Frei. Yet, how many organisations actually manage and monitor their customers as a financial asset? The road block that many organisation’s face, is that they manage customers as non-financial assets rather than as financial assets. For this reason, they do not [...]

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How to calculate Return on Customer Investment

Adam Ramshaw — Mon, 01 Apr 2013 23:24:29 +0000

CEOs and CFOs like numbers; mostly profitability numbers but revenue and return on investment also catch their eye. So, if you can’t speak their language and convert your customer focus project into hard numbers that talk to them; your chance of having it approved are slim to none. After months of patient research, meetings and [...]

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Customer Feedback is Worthless without the Right Analysis

Adam Ramshaw — Tue, 12 Mar 2013 01:28:34 +0000

In a home kitchen in the early 1830’s a, then unknown, inventor saw potential in the milky sap from the Indian rubber tree. Surely, he thought, there must be a way to make the sticky substance more useful. Through many years of experiments he mixed the raw rubber with a variety of different substances and [...]

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How to Overcome Customer Feedback Defensiveness in the Executive Suite

Adam Ramshaw — Thu, 28 Feb 2013 01:22:38 +0000

Almost everyone who has presented negative customer feedback to a senior management audience has lived this scenario. The presentation starts well, everyone’s happy while you go through the numbers, lots of nodding heads, serious looks and agreement. That is until the very specific section by section scores or negative verbatim customer comments are presented; then the [...]

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Customer Feedback Governance: Boring but Critical to Your Success

Adam Ramshaw — Thu, 07 Feb 2013 03:54:29 +0000

This may come as a surprise but implementing customer feedback is not about sending out surveys. It’s not even about collecting data. It’s about something much more. It’s about driving change in the organisation using that information and it’s not always easy. It takes effort, it takes perseverance and it takes a focus on change [...]

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