Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

Best wine bar in the world opens franchise
Oct16

Best wine bar in the world opens franchise

Our very first client was Thomas Cabrol, then founder of ProDegustation. We carried out a very complex market research project for him that led to improving dramatically the profitability of ProDegustation. After ProDegustation got sold in 2011 to the Videlot holding (owner among others of Chateau Petrus), Thomas prepared its next venture. He opened in 2013 a wine bar in Toulouse (N5 wine bar) that was voted best wine bar in Europe in...

Read More
A nudge at Brussels airport : WWF Panda wins charity competition
Oct13

A nudge at Brussels airport : WWF Panda wins charity competition

We talked about nudges this week on this blog (see our article on the Icelandic nudge to promote public safety). Today I’d like to give you another insight into behavioral economics and show you how human behavior can be influenced by a picture.   The story of an unexpected nudge Last month I was at Brussels airport and tweeted about something strange I had observed in the arrivals hall : 4 charity boxed one of which...

Read More
When excitement influences consumer behavior
Oct04

When excitement influences consumer behavior

One chapter of the book by Dan Ariely is dedicated to how consumers behave when they are excited. Ariely describes an experiment he did with students whose decisions under sexual excitement were measured and assessed. The conclusions were crystal-clear : excited students were much less able to make appropriate decisions. I experienced this myself with a recent big purchase I made. Those who have followed this blog for a long time know...

Read More
Customer satisfaction : courtesy ensures everlasting emotions
Sep28

Customer satisfaction : courtesy ensures everlasting emotions

I happen to be very often on business trips to meet clients. One recurrent problem when you travel alone is to find a place for dinner where you’ll feel welcome although you are alone. I was in Amsterdam for a few days (and nights) and had that problem once again. I discovered a small Indonesian restaurant a few meters away from the restaurant. I felt so welcome at restaurant Sama Sebo that I decided to come back 3 days in a...

Read More
Market research : how to set up the price of new products and services
Sep22

Market research : how to set up the price of new products and services

In a recent post I told you the story of my friend Patrick who faced the request of a customer not aware of the price oh his high-end services. This turned into a very frustrating experience for both. In today’s post I’d like to come back on this story and digs a little bit deeper into one of the most difficult market research problems : pricing. Pricing has always been a challenge (at least to me) and even more so when it...

Read More
Market Research : eSport is a 400m customers market
Sep20

Market Research : eSport is a 400m customers market

Here’s a sector where we haven’t done any market research so far : eSport. At IBC 2017 I attended a presentation by Michiel Bakker (of Ginx TV) who really caught my attention (it’s probably a sign that I’m getting old, hence my lack of interest fir this growing market trend). Here are a few figures that I found especially striking eSport is overtaking traditional sports : there were more viewers (43 millions)...

Read More