Naked Wines: great service and amazing customer experience
By Pierre-Nicolas Schwab •
We are always looking for the greatest customer experience on earth, service quality that will move you to the highest levels of loyalty. We found a new amazing example in the UK in the e-commerce industry : Naked Wines. Read…
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…
If you want your mobile app to be a success, don’t follow this example
Digital marketing and in particular the role played my mobile apps is crucial. Who would dare saying that it’s not. Yet many firms don’t know how to articulate their digital strategies and in particular how to design successful mobile applications.…
3D printed photo figurines: a winner-takes-all market ?
3d printing is hot. New applications pop up every day and we even saw last week a 3D printer that was 3D printed. One thing is sure. With each day that passes, the appearance of 3D printed objects will come…
Make your ads more effective with this very simple tip
I’m more and more interested in media and advertising and have recently read a lot to better understand consumer behavior when faced with advertisements. Today I’d like to offer you a lesson taught by researchers using eye-tracking to understand consumers’…
How news consumption is influenced by the introduction of mobile apps
By Pierre-Nicolas Schwab •
As everyone knows the rise of digital technology has changed completely media consumption. Traditional media have lost market share and news consumption has shifted to mobile content. The very business model of traditional media is at stake and the need…
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…
Vuitton creates once again attractive store windows
Louis Vuitton is an example for all retailers in terms of store windows design. You may remember what we called the most beautiful store windows in the world, displaying golden dinosaurs on the Champs-Elysees. The LVMH teams work not only…
How will advertising look like in the future ?
A film producer came to my office the other day and wanted to interview me on the evolution of advertising. At first sight it seemed pretty odd to interview a marketer to get insight about advertising, but drew eventually some…
iDTGVMax: What is the hidden agenda of the French railways?
The French railways company (SNCF : Société Nationale des Chemins de Fer) made the news this week when it announced the launch for an unlimited offer with its iDTGV. For 59.99€ per month, travelers would be allowed to take online…
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…
Sharing Economy : a new form of exploitation ?
I got a call last week from the TV : they wanted to know more about the sharing economy for a forthcoming broadcast and discuss in particular what it could change in our Society. After 1 hour of discussion I…
Innovation & Design Thinking: 3 secrets to generate better ideas
You know I’m a big fan of design thinking. I’ve carried out many sessions and ideas have popped up that I’m sure, would never have come to mind with Design Thinking. As you know Design Thinking is a real methodology…
Merchandising effect around Charlie Hebdo threatens brands
The wave of emotion following the attacks of Paris led to a very strange marketing phenomenon : people tried to sell stuffs related to Charlie Hebdo popped up online and offline to profit from the worldwide press coverage the event…
Where is this crazy Society going to?
I started 2015 with a blog post about Love. Only 48 hours after that blog was published the attacks in Paris began. I must admit I felt so desperate when it all started on Jan, 7th that I just had…
Food labels: keep it simple and stupid
In her weekly column in Le Figaro, French most visited online journal, Natacha Polony defended on 5 Dec 2014 the idea that food labels should not be simplified. We disagree. Read further to find out why and more importantly “how”…
Must-read : interview of a customer satisfaction champion
We are publishing today a very special post. You’ll find below the interview of someone I consider to be a customer service hero, a champion of customer satisfaction. Frédéric Klotz had worked for RueDuCommerce (one of the most renown e-commerce…
Competition forces traditional taxis to change : finally !
The traditional press is full of articles regarding the legal procedures against Uber in Europe. In this judiciary fight, traditional taxis and VTC (Vehicule de Tourisme avec Chauffeur) have joined forces to fight Uber’s aggressive strategy to enter the market…
1/3 of hospitality firms could die. So what ?
A press conference was recently organized by the union of independents to denounce the expected negative effects of the black boxes in the so-called Horeca (HOtels – REstaurant – Coffee shops) sector (in other words the sector of hospitality). As…
Idea in brief : rejuvenate your products with a new packaging
To follow up on our post dedicated to innovation in the food & drinks sector, we wanted to give you another example of how you can attract customer’s attention very simply, through a small innovation brought to your product. The…
Complaint management: an example you should NOT follow
As you may know our agency is working a lot on complaint handling and complaint management practices. Handling complaints well proves to be very rewarding in terms of customer satisfaction and loyalty. Make sure you listen to the podcast we…
Food & drinks : just remix to innovate
You may remember this old post we published on innovation : innovation is a remix. Well, it seems that in the food & drink business (we are just back from SIAL) some innovations are just about that : applying old…
My three recipes to increase creativity
After 11 months of an uninterrupted race to secure new contracts, increase our market share and deliver market research, new ideas and concepts to our customers, the time had come to go on vacation and prepare for the next 11…
Internet: no privacy, freedom lost
To start the week I wanted to follow up on my latest post dedicated to the Google Glasses and their use in a business environments. I finished this post by saying that all the information on us was being aggregated,…
Google Glass used by SNCF to enhance customer satisfaction
This article is primarily about the use of Google Glass to enhance the customer experience. But let me first start by dealing with the iWatch (sorry … it’s the Apple Watch). The long awaited Apple watch got finally revealed on…
Delta Lloyd : qualitative methods used to reveal business opportunity
After the remarkable marketing campaign "The billable Talk" launched by Delta Lloyd to help independent workers get insured for revenue losses, we come back today with Karlien Kelgtermans, Marketing Communication Project Leader at Delta Lloyd Life, on the development of this project…
The Delta Lloyd recipe to acquire new customers
Some customers segments are more difficult to reach than others. Independent workers are certainly one of them. They go by the “time is money” principle and usually try to make their days as productive as possible. As a consequence little…
Gumelo lets you grow your own food
We met the entrepreneurial guys of Gumelo, a Portuguese startup in the food sector, at the SIAL 2014 fair in Paris. We just loved what they do and thought it would be good for them to get some exposure beyond…
SIAL 2014 : and the winner of the innovation award is …
You don’t need to present a new drink or a new food product to win the first prize of innovation at SIAL. The innovation is also about everything what revolves about consumers and new ways to consumer food. We already…
Can a normal airline still compete with a low-cost pure player ?
After SN Brussels Airlines announcement to launch a low-cost alternative, Air France tried to do the same but the plan was stopped by 2 weeks of strike (which may have cost up to 300m€ according to newspapers). Yet what you…
Produce your own food : the new trend
There is one weak signal that emerged this year at SIAL that we think may be interesting to follow : “grow your own food”. We detected at least 3 products that fall into this category and we’d like to present…
Back from SIAL 2014 : pictures and impressions
Before publishing some detailed reports on the new concepts, innovative products we saw at this year's SIAL in Paris, we thought it may be a good idea to give you a general overview. The SIAL 2014 was just amazing, as…
Essential business tools for startups : 99€ training in Brussels on 29 November
Would-be entrepreneurs will be delighted : a 1-day training session will be organized on November 29th 2014 in Brussels to teach, refresh, train essential skills to successfully start or develop your venture. If you want to register, just follow this…
Zalando : e-commerce giant recruits clients offline
How can you push your organic growth in e-commerce? That’s basically the problem that Zalando is facing. The e-commerce giant is still not profitable and believes that profitability will come with economies of scale, which can only be achieved through…
Marketing strategy : Hello Bank launches a pop-up store in Brussels
Pop-up stores belongs to the marketing toolbox as a promotion instrument. Fact is that they have been usually used by brands in the fashion sector to promote a collection, raise awareness in conjunction with another event (for instance the Fashion…
How to transform a negative moment in a positive customer experience
Today we wanted to finish the week on a positive and joyful note. Today’s post is inspired by KLM, the Dutch airline. There are many frustrating experiences that can happen when you travel by plane, and insatisfaction can arise for…
The blog of the Marketing Agency
