Prefer the Dutch version of this blog? Check out the blog on Marketingsfacts. In my first blog in which I discussed effective steering of customer experience, I introduced a model containing 3 elements: customer satisfaction, customer contact and customer signals. In this blog, I’d like to share my experience with the design of surveys to […]
Stop steering with NPS, C-Sat is the way forward
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. I’ve never been an NPS fan and the CES is still too new, so I wanted to check it for myself. And how about customer satisfaction (CSat)? Well, nobody seems to think it’s sexy anymore… This blog therefore contains a passionate and […]
Customer service generates loyal customers (dissertation of PhD)
Prefer the Dutch version of the blog? Check out the blog on Marketingfacts. Wednesday 08-02-12, the day had finally arrived. After 6.5 years of hard labor, I could finally defend my dissertation, whose theme was the role of customer service in relations management. I had paid attention to both the customer and employee perspectives, and […]
Putting customer centricity on the map: via complaints management or customer signals management?
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 […]
The sense and nonsense of customer satisfaction surveys
Customer satisfaction surveys. Hmm, what to do with them? Every organization has them. And very few organizations design them in such a way that they really work. We all want to steer towards a more customer-centric organization. And customer satisfaction surveys are often seen to be an important tool in doing so. Rightly so…? In […]
Customer signals management: what are the success factors?
In this column, I describe the success factors and pitfalls when putting Customer signals management into practice within your own organization. If you’re ready to take action, the column provides you with do’s and don’ts when tackling Customer signals management in your own organization. Because it’s not quite as simple as it might sound… Create […]