Customer Experience

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 […]

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

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