Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

An interesting example of nudge applied to public safety in Ísafjörður, Iceland
Oct09

An interesting example of nudge applied to public safety in Ísafjörður, Iceland

I’ve developed an interest for the study of nudges after reading the book by Dan Ariely. Nudges can be considered a sub-discipline of behavioral economics (founded by George Lowenstein) and already wrote about it on this blog (see one example here). To define a “nudge” using my own words, I’d say it’s a design that leads a person towards a particular action. That action should be beneficial for the...

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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...

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Customer satisfaction is all about expectations : a real example
Sep18

Customer satisfaction is all about expectations : a real example

My good friend (and former customer) Patrick Mascart is in the photo/video business and has also become an expert in aerial photo and video services. Through his agency he has worked for prestigious clients like the European Commission and many other large organizations. The other day he posted on Facebook the transcript of a phone call he just received. You’ll learn a lot about customer satisfaction. Read further. The story...

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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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How Big Data will influence the future of advertising
Jul25

How Big Data will influence the future of advertising

“What is the impact of Big Data on online advertising” is the question I was asked to answer on the occasion of an EGTA ((European Group of Television Advertising) workshop that took place on 29 and 30 June 2017 in Brussels (my thanks to Yuri Loburets for his kind invitation to speak). Rather than repeating the same clichés about Big Data again and again I chose to put advertising and Big Data back in a historical...

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