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 substantiated plea to make us love customer satisfaction again. Not an NPS fan […]
Wednesday 08-02-12, the day had finally arrived. After 6.5 years of hard labor, I could finally defend my thesis, whose theme was the role of customer service in relations management. I had paid attention to both the customer and employee perspectives, and come to the most important conclusion that customer service can play a crucial […]
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 tricky it is to mobilize the entire organization to actually learn from complaints […]
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, often struggle to exactly define the drivers of customer retention. One of the […]
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 it really was time to improve customer service quality. So what exactly is […]
