Suit Supply has found a nice way to measure customer satisfaction
By Pierre-Nicolas Schwab •
Customer Satisfaction surveys have been popular for decades; Yet the response rate to online surveys is very low if there is no reward. One of the major problem is the time required to answer the survey. People don’t have time.…
SIAL : the best place to conduct market research on food & drink trends
The worldwide largest food & drink fair will open next month (from Oct 19 until Oct 23rd). Some 6300 exhibitors from 103 countries (!) will attend the show and present what is thought to be the largest products range available…
How 5-star hotels enhance the customer experience
Customers of 5-star hotels are more and more demanding and hard to satisfy. Top-tier hotels have to undergo costly renovations (in Paris alone several palaces like the Ritz and the Lutetia have closed for long periods of time to enable…
New pop-up stores project : weekly update #2
As we announced last week we are finalizing an online initiative to store and maintain accurate and up-to-date information about the best pop-up stores worldwide. This initiative is a kind of POC (Proof Of Concept) to test our ideas to…
RFID technology used by Nespresso to enhance customer experience
RFID technology has been around for some years now but its applications in B2C remained pretty scarce. In the B2B context it’s a little bit more popular although in most business contexts it’s still in its infancy or at the…
Delvaux and Dandoy associated in a co-branding initiative
By Pierre-Nicolas Schwab •
Let’s finish the week with a brilliant idea of co-branding launched by our beloved brand Dandoy in partnership with Delvaux. For those who don’t live in Belgium Dandoy is a century-old company manufacturing high-quality biscuits, and Delvaux a renown leather…
Online gambling : how has the market evolved since the opening of the market to competition?
On May, 13th 2010 the law was passed to open the market of online gambling to competition. Two years after, how does the market look like? Prior to that date online gambling was forbidden in France and gamblers using Gilbratar-…
Where are we heading to with our consumption Society?
I started re-reading Jean Baudrillard’ “La Société de Consommation” the other day, an essay that was written in 1970 and that contributed to Baudrillard’s fame. More than 40 years after its publication this brilliant essay remains accurate and descriptive of…
Mistakes to avoid when measuring in-store satisfaction of customers
Measuring the satisfaction of customers in a point of sales has always been a challenge for retailers. Paper-and-pencil initiatives are usually launched to measure at a given moment, but until recently nothing was available to measure customer satisfaction continuously. Fortunately…
Pop-up stores: what do they reveal about the future of retail
I’ve received several interview requests during the summer to discuss the future of retail. In today’s article I want to share with you my thoughts about pop-up stores, a (relatively) new forms of retail that reflects changes in our world…
Marketing strategy : how Tic Tac uses downsizing to make you buy
Tic Tac is a brand of the Italian group Ferrero that has a been on the market for more than 40 years. Literally everyone knows the little transparent box containing a few dozens of hard mints. In its country of…
Belfius : 95% of satisfied customers. A customer satisfaction survey that failed?
Belfius prides of targeting 95% of satisfied customers. This score is actually so high that it becomes suspicious. In today’s article we’ll investigate the three mistakes Belfius may make that would lead to misinterpreting the results. Get in touch with…
Differentiation: A bookstore paints a dictionary’s page on its facade
Getting future customers’ attention is difficult. Consumers are subject to thousands of auditory, visual and olfactory cues every day. Retailers must be very creative to differentiate themselves. A book store in Brussels has found an interesting way to be different,…
La Minute Retail : the future of retail and the impact of digital technologies
When you manage a blog about marketing you necessarily have to cover many different areas of interest. Retail is one of them. And what do you do to get new ideas, insights and keep up with the latest news in…
Customer satisfaction: BMW enables tracking of your order
A few days ago we were dealing with digital innovation in Brussels’ BMW Flagship store. BMW inspired us once again with an IT innovation proposed to customers ordering a new car. Ordering a car can be an amazing and joyful…
Augmented Reality used at BMW flagship store. Guess for what …
BMW has opened a while ago a flagship store in Brussels which welcomes some top-notch models as well as temporary exhibitions. Currently it hosts an exhibition dedicated to the i8 electric car on the first floor. On the second floor some…
Impossible to manage an HORECA profitably in Belgium ? Not true!
In a recent interview Diane Delen, president of the FedCaf (Federation of Coffee Shops and bars), complained about tax rates, monitored cash registers mandatory as from January 2015, too high employer’s contributions. Il all makes it impossible for an entrepreneur…
Uber banned, AirBNB in troubles. What’s the future of the sharing economy?
It seems that lobbies are wining some battles against newcomers in mature industries : UberPOP was banned from several countries or cities in the last months (Belgium, France, Italy, Germany) and we were wondering in a previous post whether AirBNB…
Greatest 3D printing quality on earth? Interview of TwinKind’s founder
We litteraly fell in love with TwinKind, a 3D printing startup located in Berlin that we visited in April. After the teasers of last week, here comes the time to go more in depth with an interview of Timo Schaedel,…
Type Hype : superbly designed coffee and print shop in Berlin
You may remember that we dealt with Paper & Tea in a previous post, a concept store where the Art of tea meets the Art of print. Today we’re visiting Type Hype, another retail concept mixing two categories of products…
Interview of Dirk Steiger, a CFO who became baker and entrepreneur
One of the cool and well-known shops of Berlin is Zeit Für Brot, an organic bakery located near Alexanderplatz. We went there and loved the place, its atmosphere, its design and of course its products. We are pleased to publish…
Paper & Tea: a superb concept store in the middle of Berlin
Among the nice retail concepts that were born in Berlin, I liked particularly Paper & Tea, a small “concept store” where tea meets paper Art. This store proposes a customer experience that differs substantially from what you can find in…
Mono-product marketing strategy : examples from Paris
In a previous post we reported on a store in Paris selling only one type of product : Éclair. L’Atelier de l’Eclair has reached the excellence and its reputation spreads online has you can see if you browse consumers’ forums.…
The top 3 reasons why customer satisfaction surveys fail
In this post I’d like to remember the main reasons what your results to customer satisfaction surveys will not be representative. Eventually I’ll complete this post with another one: a reflection about Belfius’ advertised 95% customer satisfaction rate. 3 top…
Audi City : an incredible interactive customer experience
Chances are high that you never visited an Audi City store. There are only three of them : in Beijing, London and Berlin. The one in Berlin opened in February and I was fortunate enough to get a thorough tour…
O2 and Deutsche Telekom create an innovative customer experience
Choosing a new smartphone, tablet or accessories can really be difficult for most customers. Not only does technology constantly evolve, but you won’t be allowed to actually touch, feel and try real devices in cell phone stores. The risk to…
A map of the best and most innovative retail concepts in the world
How do you get inspiration for creating a unique customer experience in your store ? By visiting other stores and understanding emerging consumers’ behaviors. This is what we do by visiting once a month a new European city, spotting and…
Uber banned: Brussels taxis remain up to 122% more expensive.
On the website of the European Commission Neelie Kroes attacked publicly minister Brigitte Grouwels for the "crazy court decision to ban Uber in Brussels" (read more about Djump and UberPop business models in our article published a few days ago)…
Franchise Expo Paris : what’s new and what we liked
The professional fair “Franchise Expo” has been organized for 30 years in Paris. The 2014 edition took place from March 23rd until March 26th and more than 500 companies were presenting their franchising concept. Several sectors were represented : services,…
Innovation in the postal sector. Episode 5 : automatic lockers
The postal sector is one of the most innovative and adapts constantly to new or emerging consumers behaviors. Automatic lockers is one very successful example. Episode 5: automatic lockers to better match customers' needs and behaviors Contact us for our…
A call for a revolution in customers – firms relationships
You may remember the post published two ago about managing expectations to increase customer satisfaction. In that post I also mentioned a recent negative experience with Coolblue. The guys at Coolblue proved once again their professionalism by handling the complaint…
Innovations in the postal sector. Episode 3: new delivery options
Here is episode 3 already of our series on innovations launched by postal operators. You can access the first episodes of the series here (episode 1) The innovation we’ll be dealing with today is driven by societal and behavioral changes.…
Luxury: shocking bad service and low customer satisfaction
Service quality is essential to increase customer satisfaction and loyalty. Personal encounters are crucial to increase the level of service; yet some brands in the luxury sector recruit employees that don’t master the codes of the sector which leads to…
Innovations in the postal sector. Episode 1: 3D printing
As announced in our post last week, time has come to give you a comprehensive view of innovations in the postal sector. Some innovative services may be known to you already (depeneding on where you live and how innovative your…
Increasing customer satisfaction through expectations management
Managing expectations is key to increase (or just ensure) customer satisfaction. In this article we explore bit the mechanism of expectation creation based on one actual example : Coolblue How do expectations influence customer satisfaction You’ve experienced already it :…
Innovations in the postal sector: business models revamped
The postal industry is unique. Its original business model is threatened and the industry is forced to reinvent itself. What can be observed there in terms of innovation is just unique. I met with Delphine Desgurse in Venice in late…
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