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- All
- Brand experience
- Change management
- Customer Experience
- Customer Experience Management
- Customer Journey
- Customer service
- Drivers
- Employee Experience
- experience transformation
- Framework Basics
- Measurement
- Sense and Non Sense series
- Service design
- Service experience
- The 5 types of Experience
- User Experience
What is the shelf life of customer inspiration? 3 x 7 tips!
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 …
Customer Experience versus Patient Experience: no real difference.
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 …
Experience engineering: a brilliant discovery, but how can you start it right now?
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 …
What purpose does customer experience management really serve?
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. …
5 tips for customer surveys for truly effective steering
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 …
Customer signals management as it was once intended
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 …
Successful seduction to online thanks to customer service agents
Moving more customers online. Isn’t that what all organizations want? But how do you do so successfully? There are plenty of logical first steps, such as e-mail marketing with information on online, references to online in all …
Contact reduction in a win-win situation? You bet! Here are 7 tips.
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 …
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