Google Glass used by SNCF to enhance customer satisfaction
By Pierre-Nicolas Schwab •
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 ?
By Pierre-Nicolas Schwab •
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…
Suit Supply has found a nice way to measure customer satisfaction
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
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…
The blog of the Marketing Agency
