Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
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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Hospitality : this postcard leverages customer satisfaction
Apr13

Hospitality : this postcard leverages customer satisfaction

Customer satisfaction and dissatisfaction are increasingly expressed online. Capturing this information remains instrumental for most sectors, especially for hotels and restaurants. Bad word-of-mouth can destroy reputation and cut revenues. In the hospitality sectors the norm is usually to have satisfaction surveys distributed to customers. 25 Hours hotels chose a different way. As Bruno Marti, Chief Branding Officer, explains : “In...

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France and Belgium : two countries lacking a culture for customer orientation
Feb25

France and Belgium : two countries lacking a culture for customer orientation

In a very inspiring article (in French) Frederic Klotz, former community manager of Rue du Commerce, describes all the problems an e-customer can face in France (don’t hesitate to read the interview Frederic gave us last year). He describes the lack of customer orientation in French firms and suggests that French customers are the most badly treated. Frederic, believe it or not, France is not a unique example of a country...

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Belgian railways CEO attacks bad results of satisfaction survey
Feb09

Belgian railways CEO attacks bad results of satisfaction survey

Trains’ punctuality is a strong indicator of customer (dis)satisfaction whatever the country. In countries where trains are still operated by public organizations (France, Germany, Belgium, …) operational objectives are usually set by the State to guarantee that efforts are put into satisfying travelers. In Belgium the quest for more satisfaction led to a “fight” between Belgian railways’ CEO, Jo Cornu, and Customer Defense...

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How to get back in touch with dissatisfied mobile app users
Jan28

How to get back in touch with dissatisfied mobile app users

In the last 10 years we have been in touch with many companies conducting satisfaction surveys. One thing surprised us. In many cases, these results were used for reporting purposes to the management but were not used to actually improve situation. In other words, dissatisfied customers were not contacted to understand what happened and to attempt to recover the situation. It’s like if companies were too shy (or shameful) to do it. Do...

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