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 that organizations who focus on loyal customers and loyal employees demonstrate enormous differences […]
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 most of the people responsible for tackling this within the organization, have no research background. Combine that with the popularity of simple, ‘I like’-type research applications made popular by Facebook, etc, […]
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 there are even vacancies advertised for customer signals management. But those same organizations almost all struggle to get customer signals management successfully off the ground. This blog explains my vision on […]
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 communication and outgoing documents, and steering towards DIY solutions on the website instead of immediately picking up the […]
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 beg to disagree. I took a closer look at contact reduction a number […]
