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 […]
Customer service generates loyal customers (dissertation of PhD) Read More »
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,
Customer service: the secret weapon wielded by marketers Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. It’s been a year now since the whole of the Netherlands had an opinion on customer service in the country because of the case highlighted by a famous Dutch columnist. It even attracted ministerial attention, with the Minister for economic affairs insisting
The 7 drivers of a top customer service experience Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Many organizations struggle with the challenge of effectively steering their customer experience. In fact, my thesis showed that 1 out of 3 customer service employees believed the customer input to be insufficiently used for gearing services to customer needs. So how should
Effective steering of customer experience Read More »
Even in 2011, there are still companies which doubt the financial value of satisfied customers. I know, it’s hard to believe….. They wonder whether investing in satisfied customers will in the end truly influence turnover, profit, cash flow, shareholder value, etc. Various articles have already been published in which this relationship is proven. They have
Customer satisfaction improves financial performance Read More »
Customer satisfaction surveys. Hmm, what to do with them? Every organization has them. And very few organizations design them in such a way that they really work. We all want to steer towards a more customer-centric organization. And customer satisfaction surveys are often seen to be an important tool in doing so. Rightly so…? In
The sense and nonsense of customer satisfaction surveys Read More »
In this column, I describe the success factors and pitfalls when putting Customer signals management into practice within your own organization. If you’re ready to take action, the column provides you with do’s and don’ts when tackling Customer signals management in your own organization. Because it’s not quite as simple as it might sound… Create
Customer signals management: what are the success factors? Read More »
In my previous column I described the need for a quantum leap in customer service. The next important question for organizations ready to take this step is then: how do I achieve this quantum leap? In this column, I’ll be describing a concept that helps organizations implement this change in practice: customer signals management. Let’s
Customer signals management: an introduction Read More »
In the dialog with companies nowadays, you will be hard pushed to find a company that isn’t talking about ‘customer centricity’. Sentences such as ‘we need to be more customer centric’ and ‘we need to focus more on the customer’ regularly pass by. So what is customer centricity (see this table that compares product-, customer-
Customer centricity: nature or nurture? Read More »
