Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
Market research: the evolution of credit card ownership in Europe
May24

Market research: the evolution of credit card ownership in Europe

If you need to realise market research in the financial sector or on more generally on a B2C market, the data below may be of some help. I compiled data on credit card ownership in Europe to better understand the dynamics of this market and complement the article I wrote on payment methods used in Germany (by the way, did you know that for the first time Germans have not been using cash predominantly for their purchases in 2018: it...

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Customer satisfaction: can it be measured based on facial emotions?
May06

Customer satisfaction: can it be measured based on facial emotions?

During a recent programme on a French television channel (BFMTV), Paul Hermelin, the big boss of Cap Gemini, described the fantastic current technologies that were impacting his group and mentioned a project that surprised me. With the help of Cap Gemini, a cruise-ship operator has allegedly set up a facial recognition system to measure the emotions of its customers on board the ship(s), to be able to determine their customers’...

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Net Promoter Score (NPS) : to include in all satisfaction surveys or not?
May03

Net Promoter Score (NPS) : to include in all satisfaction surveys or not?

How to design a customer satisfaction survey? An in particular, should a NPS (Net Promoter Score) question always be included in a satisfaction survey?  While we at IntoTheMinds highly recommend to do so, I had to to re-think my position last week when I saw a post on Linkedin that argued a NPS question in a Microsoft satisfaction survey was nonsense because people don’t actually speak or recommend operating systems. Let’s...

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The secrets of market research: how to avoid pitfalls when creating a new venture. Part 1
May01

The secrets of market research: how to avoid pitfalls when creating a new venture. Part 1

Introduction to market research Our aim with this series of articles on market research is NOT to deal with all the little details. There are very good books if you want to deepen your knowledge. Our aim however is to give you a complete overview of why you should perform a market research (also called “market study”) and what are the different steps to carry it out. We want to give you some tips, hints and a few secrets to help...

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Market research: changes for consultancy subsidies in Brussels
Apr29

Market research: changes for consultancy subsidies in Brussels

The rules concerning the consultancy subsidies (which apply to market research projects) have just changed substantially for the Brussels region (see here the official website in French or in Dutch). On 31 January 2019, a new regional decree was passed which, although it does not really modify the conditions of attribution, dramatically affects the amount of the subsidies to the consultancy up to then granted. Three significant...

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Customer experience: This Lisbon store uses a magical recipe to make you buy
Apr26

Customer experience: This Lisbon store uses a magical recipe to make you buy

Rarely have I seen a store that used marketing so efficiently to unconciously make people buy. “O Mundo Fantastico Da Sardinha Portuguesa” is a a store located on Praça Rossio (Rossio square) in Lisbon which seels sardines in box. Boxes are colorful, bear the mention of a year and a few facts about that year. Different colors are associated to different decades. O Mundo Fantastico Da Sardinha Portuguesa uses several...

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World Packaging Organisation: our eye on the Awards
Apr17

World Packaging Organisation: our eye on the Awards

The well-known World Packaging Organisation (WPO) will announce the winners of the World-Star Packaging Awards 2019 next month, on the 15th of May. Considering the role of packaging on purchase decisions, we have chosen some of the finalists and analysed their packaging for you. Country Designer /Manufacturer Product Originality Packaging trend 1 Finland Jospak Oy Food trays 100% recyclable and customisable Eco-friendly 2 South Korea...

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SEO 2019: A look at the fundamentals
Apr10

SEO 2019: A look at the fundamentals

Having recently attended a conference focusing on SEO, I thought it very appropriate to share with you the lessons to be learned for 2019. This article will detail the points raised by the various speakers who shared their knowledge of natural referencing. Summary Know and optimise your website The link Between SEO and Content Marketing In brief, the essential points of a good SEO for 2019 Know and optimise your website Before...

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Ryanair: can provocation pay on the long-term?
Mar30

Ryanair: can provocation pay on the long-term?

It has been a long time (3 years to be exact) since I had travelled on Ryanair. Not having been particularly attracted by the customer experience I have avoided this company as much as possible, but last weekend it was the only one serving the city I had to go to. Departure on time; arrival on time; the contract was filled with all the inconveniences we know and to which I will not return. However, that is not the purpose of this...

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Audi e-tron : a track to test it at Munich airport
Mar08

Audi e-tron : a track to test it at Munich airport

The new Audi e-tron is the first 100% electric SUV of the Ingolstadt-based brand. It’s quite unique and competes head-to-head with the new Jaguar i-Pace (which just got the prize of Car of the Year 2019). Audi promoted its new vehicle in a very clever and spectacular way at the Munich airport. While on business trip in Bavaria I was pleased to discover a temporary installation outside the airport terminal. Audi had installed a...

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