How to create changes your customers will appreciate

Is your goal to be a customer champion? The process may seem overwhelming,...

Do you (also) not get enough out of your customer surveys?

Today, many companies get nowhere near enough from their customer surveys...

4½ books that are not about Customer Experience ...

... but which will still help you get better at it.My good colleague Else...

The art of surveys in Paris

I am quite fond of art. Great art, for me, is when the artist knows his...

Standin’ on a Mountain Top

... song by Seals & Crofts. However, on this July day, the only music you...

Why your strategy fails, and what you should do instead

The mood after the meeting of the governing board is sky-high.

Design Thinking is the key to tomorrow’s excellent customer experiences

At one of the year’s major Customer Experience conferences, CX Europe 2018,...

Machine learning makes a goldmine of your survey comments

Imagine if your company could systematically - and at lightning speed –...

Avoid harmful KPIs with 3 tips from behavioral psychology

I am surrounded by KPIs. The infamous Key Performance Indicators.

Deliver improved customer experiences with synchronized insights

Companies have realized that working on improving customer experience leads...

Three hurdles to your customer segmentation

I am a frustrated fan of customer segmentation - and I really do have to...

On positive customer experiences and superheroes

Several months ago, we were admitted to hospital with our 4-year-old son....

Time for an injection: Inoculate customers!

At time of writing this, I have never lost my baggage on a flight. 7-9-13. I...

The customer comes first - if your employees are properly motivated!

I was in the middle of observing the staff at a Waitrose supermarket in...

On worn-out running shoes and omnichannel customer experience

What do my worn-out running shoes, marathon training and a visit to...

Where do the results of your customer surveys end up?

Customer Insight Manager. Customer Intelligence Specialist. CXO. Head of...

Can disruptions and customer focus go hand-in-hand?

A few months ago, I displayed some rather suspicious behavior in a number of...

What is good Customer Centricity?

The cabin is stuffy with impatience, wrinkled shirts and cell phones in...