Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
GDPR: is it still possible to externalize a customer satisfaction survey?
Oct08

GDPR: is it still possible to externalize a customer satisfaction survey?

Customer satisfaction surveys are one of our specialties. After market research this satisfaction surveys are the 2nd most asked projects at IntoTheMinds. In the last few months a new type of question has emerged among our customers: with GDPR in place, can customer satisfaction surveys still be externalized? We try to answer this question in today’s article and suggest also practical solutions that are GDPR-compliant. What kind...

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IntoTheMinds offers market research services in France
Aug06

IntoTheMinds offers market research services in France

We are happy to announce that we opened in July our office in Paris to be closer to our French customers. Located in the 9th district of Paris (13-15 rue de Taitbout), a stone’s throw from the Opera house, offers facilities to welcome clients, conduct focus groups as well as face-to-face interviews. Our Paris base camp also offers us an opportunity to take a closer and more continuous look at the vibrant retail scene. As you...

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3 key principles to follow for your good customer satisfaction surveys
Aug21

3 key principles to follow for your good customer satisfaction surveys

I hear companies claiming they have x% or y% of customer satisfaction, proudly claiming Net Promoter Score (NPS) of so much and that many returning customers. While these figures seem great at first sight, this doesn’t tell us much. Read further to understand why satisfaction and loyalty scores must be interpreted carefully. We will once again use the example of the Belfius bank to illustrate this article. You will in particular...

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Customer satisfaction : are executives listening to their clients?
Jul10

Customer satisfaction : are executives listening to their clients?

In the field of customer satisfaction, few techniques are as powerful as talking with clients to understand what their problems are. Yet very few executives still have this sense of proximity with their customers. The bigger the organization the farther the top management. Do they read customer complaints ? Probably not. Do they talk to dissatisfied customers ? Probably not. Some organizations have symbolically added a “customer...

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Moncler and DKV don’t care about customer complaints
Jun23

Moncler and DKV don’t care about customer complaints

Who said big companies are customer-centric and focused on customer satisfaction ? Besides firms which tweak their satisfaction surveys to obtain better results (see the example of Belfius), others simply seem to ignore the basic principles that ensure satisfied customers. Handling complaints is one of them. Moncler : how to NOT handle a complain You all know Moncler. It’s one of the most successful high-end leisure fashion...

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