7 min. read | March 14 - 2017
Three hurdles to your customer segmentation
I am a frustrated fan of customer segmentation - and I really do have to share my frustration with y...
Customer Experience Insights
Customer Experience
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4 min. read | October 11 - 2016
On positive customer experiences and superheroes
Several months ago, we were admitted to hospital with our 4-year-old son. This subsequently got me t...
Customer Experience
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4 min. read | September 20 - 2016
Time for an injection: Inoculate customers!
At time of writing this, I have never lost my baggage on a flight. 7-9-13. I have however come close...
Customer Experience
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4 min. read | March 15 - 2016
The customer comes first - if your employees are properly motivated!
I was in the middle of observing the staff at a Waitrose supermarket in London. On Gloucester Road. ...
Customer Experience
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4 min. read | February 24 - 2016
On worn-out running shoes and omnichannel customer experience
What do my worn-out running shoes, marathon training and a visit to Stockholm have to do with a posi...
Customer Experience
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3 min. read | January 12 - 2016
Where do the results of your customer surveys end up?
Customer Insight Manager. Customer Intelligence Specialist. CXO. Head of Customer Relations. The bus...
Customer Experience
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4 min. read | December 10 - 2015
Can disruptions and customer focus go hand-in-hand?
A few months ago, I displayed some rather suspicious behavior in a number of carefully selected Brit...
Customer Experience
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3 min. read | November 10 - 2015
What is good Customer Centricity?
The cabin is stuffy with impatience, wrinkled shirts and cell phones in flight mode. The wheels touc...