Telecom C2B2B


A small Gaulish village….

A small Gaulish village….

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...
Service beats customer

Service beats customer

On a business trip in Brazil, I woke up one day and saw on the display of my mobile phone a message from my provider: ‘In our company the customer is the boss! Our customers work together with us and we react immediately. Try it. Here is the link to our Messenger for...
How strong is your gravity?

How strong is your gravity?

The biggest problem with all large companies is their own gravity. A company’s gravity pulls all eyes to look inwards, with only a few taking a look outwards. For most employees, this is the daily reality. The topics among colleagues are much more about the colleagues...
The experience is the product

The experience is the product

And the customer is the producer. For a lot of products, the experience with the product IS the product. It it’s the same for package holidays as it is for a phone app, a restaurant visit or a musical greetings card. To manage the situations in which these experiences...