Author: Hans Jürgen Schmolke
by Hans Jürgen Schmolke
Mobile operators lose a quarter to a third of their customers every year. This is an international phenomenon and providers don’t like talking about it. If you talk to an account manager who is affected by this, you mostly get the answer: “we profit just as much from...
by Hans Jürgen Schmolke
There is a rumour going round that the reason NPS is so successful is that you can explain the formula on the golf course. This is indeed possible. Unfortunately, it is difficult to describe what NPS actually brings us. In brief the NPS calculation expects a customer...
by Hans Jürgen Schmolke
Surveys continue to be a good way of activating customers though admittedly, they do not always work well. A 60% return is not unrealistic but many return quotas are doomed to failure. What can we learn from the ones that manage to get customers to give feedback?...
by Hans Jürgen Schmolke
CeBit 2016 robbed me of one of my illusions. I always thought the Internet of Things (IoT) meant that my washing machine would talk to me. Now however, I have learnt that my washing machine speaks with my provider, and I’m the last one that knows anything about it....
by Hans Jürgen Schmolke
What is customer experience (CX)? How is it different to marketing and customer service? There are many definitions for this term, so Forrester Research have tried to narrow it down by asking 18 CX professionals from different companies. However, firstly you should...
