Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. If, as an organization, you want to improve your services from the customer’s point of view, learning from complaints is the ideal starting point. Or is it? Many pioneers in the field of customer centricity within B2C service providers have discovered how […]
Customer service: the secret weapon wielded by marketers
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. More and more organizations are becoming aware of the importance of retaining customers. Luckily, the focus no longer lies only on new customers and sales, though customer retention is still overlooked by many organizations. Marketers whose portfolio requires them to retain customers, […]
The 7 drivers of a top customer service experience
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. It’s been a year now since the whole of the Netherlands had an opinion on customer service in the country because of the case highlighted by a famous Dutch columnist. It even attracted ministerial attention, with the Minister for economic affairs insisting […]
Effective steering of customer experience
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Many organizations struggle with the challenge of effectively steering their customer experience. In fact, my thesis showed that 1 out of 3 customer service employees believed the customer input to be insufficiently used for gearing services to customer needs. So how should […]
Customer satisfaction improves financial performance
Even in 2011, there are still companies which doubt the financial value of satisfied customers. I know, it’s hard to believe….. They wonder whether investing in satisfied customers will in the end truly influence turnover, profit, cash flow, shareholder value, etc. Various articles have already been published in which this relationship is proven. They have […]