The idea began as… “Wouldn’t it be fantastic if, by really looking at people and their specific context, by truly understanding them, we can offer them better services and help get them off social benefits?” A number of years ago, I was confronted with service design and was immediately convinced of the amazing value which […]
Improve My Satisfaction Where It Matters: The 10 questions for Email and Call
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. One of the benefits of my job is that I get to formulate driver analyses for all kinds of organizations. In turn, this provides me with wonderful, useful insights which many people find interesting. Today, I’d like to share the insights from […]
Emotional v. Functional Customer Experience: Know What Your Customers Want
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Many a document has been written in recent years on how customers can be made so happy that they will sing your praises. Virtually all these visions are based on the emotional experience which makes the difference. Matthew Dixon and others have […]
Customer signals management 7.5 years later
In the beginning… Somewhere around late 2006, in the middle of the first phase of my doctorate study, I spent a couple of years looking at customer centricity. I’d just written an article on complaints management. Slowly but surely, I began to be convinced that complaints are actually specific and negative customer signals. At which […]
There is not “one” customer journey
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. In the maelstrom of customer experience, the customer journey has become an increasingly popular tool with which to look at services from the customer’s perspective. How does a customer click through the website? What emotions are felt during the journey? What are […]
Quantumleap in experience
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Customer experience is becoming increasingly important from a strategic point of view. When it comes to customer experience, this often concerns the service provided to the customer and how to gear it as effectively as possible to the needs of the customer […]