Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

4 hints to avoid your customer satisfaction survey from failing
Apr20

4 hints to avoid your customer satisfaction survey from failing

In our latest article we discuss the Goodhart’s law and what it meant for customer satisfaction measurement. In short, if satisfaction scores become a company’s objectives, the likelihood is high that results will be biased. A very good article explains the origin of this bias (it’s called reflexivity) and even details other “laws” that point to the same effect : Goodhart’s Law is most succinct: “When a...

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How the Goodhart’s law makes customer satisfaction surveys fail
Apr18

How the Goodhart’s law makes customer satisfaction surveys fail

“When a measure becomes a target, it ceases to be a good measure.”. This is the Goodhart’s law and it explains in my opinion why why an awful lot customer satisfaction measures fail. Let me take two concrete examples that I’ve experienced myself : Audi and Beflius. in this section I’d like to discuss two concrete examples of customer satisfaction measurement that becomes organizational objectives and therefore cease...

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Interview of Edward Vizard on implementing Pay-What-You-Want at Garçonne & Chérubin
Apr12

Interview of Edward Vizard on implementing Pay-What-You-Want at Garçonne & Chérubin

A few weeks ago we discussed an interesting, yet rather unusual, pricing scheme in the retail sector applied by e-merchant Garçonne & Cherubin : the Pay-What-You-Want system. We discuss today the experience of Edward Vizard, founder of Garçonne & Chérubin, on this pricing scheme. IntoTheMinds: How did you come up with the idea of ​​making a Pay-What-You-Want system? Edward Vizard : Being of British origin and particularly...

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Ford builds trust and satisfaction with the Ford video check
Apr10

Ford builds trust and satisfaction with the Ford video check

Ford is currently rolling out a new digital tool that will help build trust and enhance customer satisfaction : the Ford video check. We tested it and it’s just amazing. Read further to see how Ford is transforming the car maintenance experience into a trust building experience that will eventually improve customer loyalty. Car maintenance and repair : a matter of trust If you have already brought your car for repair, you know...

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Belfius : 95,25% customer satisfaction. Can you believe it?
Apr05

Belfius : 95,25% customer satisfaction. Can you believe it?

I visited a Belfius branch last week and was stunned to see their latest marketing campaign and their claim about their high customer satisfaction: 95,25% customer satisfaction ! Can you imagine ? This is just an amazing score. So amazing that it can hardly be trusted as I already wrote many years ago on this blog. I digged into this matter, looked for facts on the satisfaction in the banking industry and explain below why the...

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Why Facebook emoji are an incredibly smart move
Mar29

Why Facebook emoji are an incredibly smart move

What is a “Like” worth ? What does it really mean ? The “like” mechanism was a great innovation when it was launched. It was a simplistic, yet powerful, way for a consumer to mark his (dis)interest. It was a binary version of the 5-star scale that had been used on other platforms before (Group Lens, Movie Lens) and that enabled the first recommendation algorithms to be developed in the 1990’s. The...

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