Articles filed underCustomer loyalty
3 key principles to follow for your good customer satisfaction surveys
By Pierre-Nicolas Schwab •
I hear companies claiming they have x% or y% of customer satisfaction, proudly claiming Net Promoter Score (NPS) of so much and that many returning customers. While these figures seem great at first sight, this doesn't tell us much. Read…
How Big Data will influence the future of advertising
"What is the impact of Big Data on online advertising" is the question I was asked to answer on the occasion of an EGTA (European Group of Television Advertising) workshop that took place on 29 and 30 June 2017 in…
Moncler and DKV don’t care about customer complaints
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
By Pierre-Nicolas Schwab •
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
By Pierre-Nicolas Schwab •
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
Measuring emotions for a better customer experience management
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 ?
