Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
Impact of artificial intelligence in the retail, media and insurance sectors
Mar04

Impact of artificial intelligence in the retail, media and insurance sectors

On the invitation of Philippe Warzée, editor-in-chief of Pub.be, I was pleased to present my latest thoughts on the impact of artificial intelligence in the media, retail and insurance sectors. The presentation started with a brief historical overview of recommendation algorithms, perhaps the most widespread type of algorithms around. After this introduction I dealt with 3 use cases : Netflix (media sector), coupons in the retail...

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Customer satisfaction : Bpost Bank makes basic marketing mistakes
Feb13

Customer satisfaction : Bpost Bank makes basic marketing mistakes

Admittedly, interest rates are at their lowest. Certainly, the savings of Belgians have never been so high. Indeed, the banking sector is under pressure. And yes, bpost is not doing well. But is it really enough to explain that Bpost Bank, the Belgian postal bank 50% owned by Bpost and 50% owned by BNP Paribas, is making such gross marketing errors by unilaterally and in the shadows deciding to make its customers pay their cash...

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Allianz mobile app for connected car insurance hooks prospective customers
May31

Allianz mobile app for connected car insurance hooks prospective customers

Transforming leads into clients is a challenge for most companies and the heart of the sales process. What if leads could convert themselves into customers ? In that perspective the initiative of Allianz in the field of “connected insurance” is very clever. The promise of “connected car insurances” is to obtain a discount depending on how well you drive. Allianz gives up to 30% discount for good drivers. A...

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Personalized car insurance has unexpected effects on customers behaviors
May24

Personalized car insurance has unexpected effects on customers behaviors

A recent article in a French magazine sheds light on progresses made by insurance company Allianz in the field of personalized car insurance. Like many other firms in the field, Allianz believes in the usefulness of telematic units (black boxes) to monitor drivers’ behaviors and better evaluate risks. 20000 customers of Allianz have already opted in France; a rather small number that reflects the risks perceived by customers (as...

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Belfius : 95,25% customer satisfaction. Can you believe it?
Apr05

Belfius : 95,25% customer satisfaction. Can you believe it?

I visited a Belfius branch last week and was stunned to see their latest marketing campaign and their claim about their high customer satisfaction: 95,25% customer satisfaction ! Can you imagine ? This is just an amazing score. So amazing that it can hardly be trusted as I already wrote many years ago on this blog. I digged into this matter, looked for facts on the satisfaction in the banking industry and explain below why the...

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