This fifth and final blog in the series dealing with the 5 types of experience, is all about user experience. Let me start once again with a modest disclaimer: simply reading this blog will certainly not make you a UX expert. And I will be focusing on the development of completely new services, innovation and […]
Wouldn’t it be great to get some hands-on ideas on how to improve the engagement of your employees? That’s exactly the goal of this blog, based on the book Alive at Work by Dan Cable. It’s a must read (as far as I’m concerned), even if you only 1% interested in moving toward engaged employees
Employee Engagement and Leadership: 5 Interventions that Enhance Engagement Read More »
Let me start by saying that Reichheld to me is the author of my first bible, so this article has no intention to “bash” his work. The goal is to help organisations understand why their CX is not delivering the results they expected and how the unintentional misuse of NPS might play a role in
How the Net Promotor Score (NPS) lost its way, despite Reichheld’s good intentions… Read More »
You cannot read any trends in customer experience, without reading about the huge potential of artificial intelligence (AI). And there is not a CX tooling company that is not promoting its AI capabilities. But is AI the way to go in CX research? In this blog, I share my views on why most current AI
The Risk of AI in Customer Experience Research (The Sense and Non Sense Series) Read More »
Update dec 2019: also check out this new blog about NPS. Wondering what is the best metric to use in what situation? In this blog, I will share the pros and cons of the three most commonly used metrics in customer experience: Net Promotor Score (NPS), Customer Effort Score (CES) and Customer Satisfaction (C-SAT). So
NPS v. CES v. C-SAT: When to Use What (The Sense and Non Sense Series) Read More »
Without Employee Experience there is no Customer Experience. Happy employees are at the baseline of each successful organisation that wants to grow toward more customer- and even human centricity. Schlessinger and his colleagues already proved this in 1997 with their Service Profit Chain. So that there is a hype and interest on how to improve
When you look at studies about the customer experience (CX) maturity levels in organisations, an often used plus is the presence of a Chief Customer Officer in the board of the organisation. I would like to challenge this maturity assumption or at least put the assumption in perspective. Easy year one An organisation that starts
Chief Customer Officer : Pros and Cons of the CCO (The Sense and Non sense series) Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Latent needs make or break customer perception While studies concerning the role of our subconscious do not entirely concur, they all quote an influencing factor between 75 percent and 95 percent. Given the magnitude of that role, why do the vast majority
Success in Customer Experience? Don’t Ask Your Customers What’s Important. Read More »
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
Service design for social services Read More »
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
Improve My Satisfaction Where It Matters: The 10 questions for Email and Call Read More »
