Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. In the final part of the series ‘the Customer Experience breakdown’, I’d like to focus on customer inspiration. Many people begin enthusiastically with new initiatives, but a relatively large percentage of them give up because they waste too much energy running up […]
Customer Experience versus Patient Experience: no real difference.
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Earlier this year, I extended my idealism to the healthcare sector, and I’d be delighted to make a useful contribution there. Being my usual willful self, I assumed that the customer experience approach would translate well into health care. I’ve spent the […]
Experience engineering: a brilliant discovery, but how can you start it right now?
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Matthew Dixon’s book, The Effortless Experience is all about Experience engineering. How can you ensure you positively influence customers’ emotions in your personal contact – store, chat, call, without manipulating them or telling untruths. You simply use Experience engineering. Being my usual […]
Customer Experience Management (CEM) v. Customer Relationship Management (CRM) v. Customer Contact Management (CCM)
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. While I was designing the post-bachelor Customer Experience Management course recently, I received feedback from one of the market reviewers: make sure your students clearly understand the difference between CRM (customer relationship management), CEM (customer experience management) and CCM (contact center management). […]
What purpose does customer experience management really serve?
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Back in 1989, my hero Frederick F. Reichheld was busy proving that loyal customers and loyal employees can be translated into cold hard dollars. He not only considered research in which customers simply indicated their intention to be loyal, but also showed […]
5 tips for customer surveys for truly effective steering
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. I’m still confronted with organizations who are really struggling to design their customer surveys, almost on a day-to-day basis. That’s pretty logical, seeing as most of the people responsible for tackling this within the organization, have no research background. Combine that with […]