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...
Part of the family

Part of the family

We all have our favourite brands. These are closer to us than all the other mostly uninteresting ones. A product and brand are able to direct how far consumers identify with them. One variable could be “you are an important part of my life” or even better “you are...
What’s important for customers?

What’s important for customers?

Simple things can sometimes get complicated. For example the question, what’s important for customers? The easiest way of finding an answer is just to ask them. Accordingly, customers are always asked in interviews, ‘how important is this to you?’. Unfortunately this...
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...
Active Component in CEM

Active Component in CEM

It is only logical to make Customer Experience Management a general guideline for the entire company. Then you can involve the customer more in the process and more and more, the customer will drive the company. However, you need to be careful not to let banality set...