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 […]
Emotional v. Functional Customer Experience: Know What Your Customers Want Read More »
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
Customer signals management 7.5 years later Read More »
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
There is not “one” customer journey Read More »
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
Quantumleap in experience Read More »
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
What is the shelf life of customer inspiration? 3 x 7 tips! Read More »
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
Customer Experience versus Patient Experience: no real difference. Read More »
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
Experience engineering: a brilliant discovery, but how can you start it right now? Read More »
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
What purpose does customer experience management really serve? Read More »
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
5 tips for customer surveys for truly effective steering Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. It’s now been eight years since I initiated customer signals management, and it’s awesome to see it implemented by many large organizations. And that there are even vacancies advertised for customer signals management. But those same organizations almost all struggle to get
Customer signals management as it was once intended Read More »
