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 perspective. How does a customer click through the website? What emotions are felt during the journey? What are the most important steps in the journey? All questions which require different applications […]
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 […]
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 […]
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 […]
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 their own boxes. And that is tricky these days, with all the existing […]
