Zanna

Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Opinions differ: some customer experience colleagues consider contact reduction to be a mistake, based on the notion of: ‘surely you want as much contact as possible with your customers?’ While I’m reasonably well known for my ‘hardcore customer protection’ stance, I must

Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. I believe the switch to thinking in and steering from customer journeys to possibly be the most important challenge faced by organizations today. They have not been designed for this structure, and the customer-centric approach regularly requires them to think outside of

Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Customer engagement. This is a term which I often encounter, and immediately wonder why we need another new term. Because in my opinion, it is just that: a new term. It is certainly not a new concept, let alone a new underlying

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

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

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

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

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,