Articles filed underCustomer loyalty
Moncler and DKV don’t care about customer complaints
By Pierre-Nicolas Schwab •
Who said big companies are customer-centric and focused on customer satisfaction ? Besides firms which tweak their satisfaction surveys to obtain better results (see the example of Belfius), others simply seem to ignore the basic principles that ensure satisfied customers.…
Customer loyalty : 3 sets of KPI’s that should become your priorities
My good friend Christian Barbaray published an article (in French) where he listed the KPI's that firms most commonly monitor. He split them in 3 categories ("global", "asquisition", "loyalty") and concluded that firms on average monitor 11 KPI's. What I…
Ford builds trust and satisfaction with the Ford video check
Ford is currently rolling out a new digital tool that will help build trust and enhance customer satisfaction : the Ford video check. We tested it and it's just amazing. Read further to see how Ford is transforming the car…
Good news for customers’ satisfaction : robots will replace humans
By Pierre-Nicolas Schwab •
We have some good news for you : robots are about to replace humans. People are finally going to be able to focus on what they do best : having relationships with other humans. Artificial intelligence evrywhere : what is…
Retail : Garconne et Cherubin offers “Pay-What-You-Want” option
By Pierre-Nicolas Schwab •
"Pay What You Want" is a concept that allows customers to gain control back over the prices they pay. This technique is rather old and academic research dating back to 2009 showed the benefits of that approach. A few concrete…
More debt leads to lower customer satisfaction
By Pierre-Nicolas Schwab •
It is well known that firms in the US use mainly external financing (debt) to finance growth. It actually is believed to account for 80% of financing. Yet, this external financing puts pressure on the firms and studies have revealed…
Measuring emotions for a better customer experience management
By Pierre-Nicolas Schwab •
Can we measure customer experience ? This is a topic we already discussed here and the answer was no. Let me come with a new proposal that was addressed by Sensum during the CPDP 2017 conference : can our body…
How data vulnerability affects firms’ performance and how to remedy it
Customer satisfaction, customer experience and big data
What are the latest conclusions of academics on customer satisfaction and customer experience ?
Artificial Intelligence : why we need respectful algorithms
Banks are laying off : only because of digitalisation ?
