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All
  • All
  • Brand experience
  • Change management
  • Customer Experience
  • Customer Experience Management
  • Customer Journey
  • Customer service
  • CX transformatie
  • CX transformation
  • Drivers
  • Employee Experience
  • experience transformation
  • Framework Basics
  • Measurement
  • Podcast
  • Sense and Non Sense series
  • Service design
  • Service experience
  • The 5 types of Experience
  • Uncategorized
  • User Experience
Customer Experience

Success in Customer Experience? Don’t Ask Your Customers What’s Important.

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 ...
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Customer Experience

Service design for social services

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 ...
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Customer Experience

Improve My Satisfaction Where It Matters: The 10 questions for Email and Call

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 ...
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Customer Experience

Emotional v. Functional Customer Experience: Know What Your Customers Want

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 ...
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Customer Experience

Customer signals management 7.5 years later

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 ...
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Customer Experience

There is not “one” customer journey

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 ...
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Customer Experience

Quantumleap in experience

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 ...
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Customer 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 ...
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Ready to deliver more impact with Customer Experience?

Apply for a CX pilot intake and together we will discover how you can map the journey, find the drivers and share the results to mobilize the organisation!