Customer experience is becoming increasingly important from a strategic point of view. When it comes to customer experience, this often concerns the service provided to the customer and how to gear it as effectively as possible to the needs of the customer and the organization. But customer experience goes further than that. In my view, […]
In the final part of the series ‘the Customer Experience breakdown’, I’d like to focus on customer inspiration. Many people begin enthusiastically with new initiatives, but a relatively large percentage of them give up because they waste too much energy running up against brick walls. People give up and sometimes even burn up, whereas embedding […]
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 […]
In yesterday’s blog I described how you can simply apply customer journey steering in practice, in 7 steps. However, you require many other disciplines within your organization in order to do so successfully. So how does it work? This blog gives 7 tips to help you spread the enthusiasm within your organization. 1. Convince the […]
