Articles filed underMarketing agency belgium
Innovations in the postal sector. Episode 3: new delivery options
By Pierre-Nicolas Schwab •
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
By Pierre-Nicolas Schwab •
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
By Pierre-Nicolas Schwab •
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…
Western Union blue ocean strategy to increase loyalty
By Pierre-Nicolas Schwab •
At the International Marketing Trends conference in Venice, Maureen Sigliano presented Western Union’s global loyalty strategy. Maureen is Vice President Global Loyalty Development & Customer Experience at Western Union and her speech, besides being highly inspiring, also shook up some…
The innovation strategy of Edenred to conquer new markets
By Pierre-Nicolas Schwab •
At the International Marketing Trends Conference in Venice, Damien Joannes of Edenred explained the strategy of his group to diversify its activities and conquer market shares. The key seemed to be in proposing services tailored to evolving needs of businesses.…
