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John Coldwell
Member Since: 17th Aug 2009
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John Coldwell
Managing Director InfoQuest
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29th Feb 2016

Should I change? USPs, alienation and doing things differently

I am going to a workshop on Wednesday where I know that all attendees will be asked about the USP (unique selling proposition) of their...
Blog
7th Jan 2016

Looking for critical, candid feedback, please

A Practical Guide to Best Practice Business-to-Business Customer Satisfaction Surveys I have a new book which is nearly ready to be...
Blog
8th Dec 2015

NPS, InfoQuest and Numbers

Here is one for the statisticians. It's boring as hell. Sorry. A Net Promoter Score survey with 100 respondents that asked the question “...
Blog
13th Nov 2015

Attributed Feedback in B2B Customer Surveys

I've recently been reminded of two mantras from my days (long ago) in consultancy which are closely related to each other and still very...
Blog
6th Oct 2015

Key Account Management and Customer Satisfaction

There is a rule of thumb that Key Account Managers (KAMs) should manage between 5 and 25 accounts. But I’ll let you into a secret. In my...
Blog
3rd Aug 2015

ISO 9000 and a Customer List procedure

No apologies. I've banged on about this before, and its still important. If you've got it in your ISO 9000 procedures that you'll get...
Blog
22nd Jul 2015

The other point of view

It is a peculiar thing, trying to see yourself as others see you, or looking at yourself from other people's perspective. I don't know...
Blog
15th Jun 2015

The Lifetime Value of a Customer

A couple of years ago Chris and Josephine, who ran our local village store, retired, sold up and went travelling. Before they came to our...
Blog
2nd Jun 2015

Statistical Validity in B2B Customer Satisfaction Surveys

I was asked today about the statistical validity of an InfoQuest B2B customer satisfaction survey. Now we have a very neat spreadsheet for...
Blog
21st May 2015

How long would it take YOU to list your most important customers?

You're in B2B and you have long-term relationships with your most important customers, right? You've allocated Key Account Managers (KAMs)...
Blog
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