Inspiration
We love sharing our expertise. Here you will find inspiring articles, books and quotes.
Articles
Experts on the topic of customer strategy in the broadest sense of the word. We share our insights and give a forum to carefully selected guest authors.
10 Boardroom metrics to monitor your customer strategy
You aim for bottom-line impact with your customer-centric strategy? Get to know the 10 boardroom metrics to have on your radar. Find …
Read the article now >Too many rules: what the Corona crisis teaches us about Customer Experience
The police are asking for clear rules. But the population is slowly becoming tired of rules. The COVID-19 epidemic teaches us something about human behaviour.
Read the article now >Do you have to do what your customers ask?
Do you want satisfied customers? Just ask them what they want is what many satisfaction guru say. But doing so, doesn’t come cheap.
Read the article now >The perverse effects of KPIs
You want to evaluate your employees on customer satisfaction. Is that a good idea? And if it is, how do you do it? How do you determine a good KPI?
Read the article now >Responding to complaints? Avoid financial compensation
An estimation error, client communication gone wrong, or a promise you didn’t fulfil? Despite your efforts to deliver exceptional services, …
Read the article now >Videos
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