Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

How has our blog audience evolved in the first half 2017
Jul17

How has our blog audience evolved in the first half 2017

More than ever this blog is a therapy and a discipline. It forces me to read a lot, from various sources and to reflect on how I can integrate this knowledge in my daily marketing practices (for more information on the genesis and the motivation behind this blog, read this article). I put a lot of efforts in the last 6 months in promoting my articles in English and in French (much less in promoting our Dutch content which is...

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Dear bloggers, share strong opinions to stand out from the crowd!
Apr25

Dear bloggers, share strong opinions to stand out from the crowd!

I recently wrote a series of articles on Belfius’ customer satisfaction strategy and was amazed by the number of positive reactions I got, especially on Linkedin. It all started with an article where I was questioning Belfius’ claims in terms of customer satisfaction, and two articles followed where I showed why Belfius failed at measuring satisfaction the right way, and 4 advice to avoid bad satisfaction measurement. The...

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Road trip in west and south Iceland: an incredible experience
Sep30

Road trip in west and south Iceland: an incredible experience

This long post is a short report of our recent trip to Iceland. Making this trip was part of the good resolutions I took in 2016 and I’m so happy I did it. I’ve already explained briefly what I learned from this trip in another post. Before you scroll down, please note none of the pictures below were photoshoped in any way. I hate photoshoped images and the effects I create are limited to those I can obtain with filters...

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Big Data can save lives
Jun06

Big Data can save lives

At the conference organized together by Microsoft Europe and Louvain University, Adeline Decuyper proposed a fresh look at Big Data. She rightly made the point that Big Data can also serve non commercial purposes and contribute to Greater Good. She gave some amazing examples of how cell phone data can be used in a variety of settings to improve the lives of millions of people and even save lives. Big Data applied to mobility issues...

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Is Humanity lost ?
Mar04

Is Humanity lost ?

In an article published two weeks ago I was explaining my pessimism with regards to the directions taken by Society. For those who know me this is not really surprising; my high optimism phases alternate with some more pessimistic ones, that force me to gain perspective on my role in the Society and my work as a market researcher. This is a rather healthy alternance. So after my pessimism phase of last week I consoled myself with a...

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From 7 to 3 degrees of separation
Feb17

From 7 to 3 degrees of separation

In 1969 Jeffrey Travers and Stanley Milgam conducted an experiment on degrees of separation between people. You all have heard about the results: human beings are separated by 6 degrees of acquaintances. Some forty years later Leskovec and Horvitz (2007), both from the Microsoft Research center, concluded that human beings were separated by 7 degrees of acquaintances. 6 or 7 links between Human beings ? The difference comes from a...

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