Marketing, customer satisfaction and loyalty
Satisfied customers will follow you everywhere
Good news for customers’ satisfaction : robots will replace humans
Mar16

Good news for customers’ satisfaction : robots will replace humans

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 left for real people Artificial intelligence is already everywhere. Some people find this alarming. Other find it great. One thing is sure : artificiel intelligence is getting every day more clever. Look for instance...

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Banks are laying off : only because of digitalisation ?
Oct05

Banks are laying off : only because of digitalisation ?

ING : 3500 jobs cut. Axa : 650 jobs cut. BNP Paribas Fortis : 1000 jobs cut. As the Financial Times pointed out, some 100,000 jobs will be cut in the banking sector in 2016. Read again. One hundred thousands. That’s a lot. The reason which is given is that digitalisation have made jobs redundant. And I very much agree with the fact that digitalisation has dramatically changed the business landscape and has forced companies to...

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Service quality : the next retail challenge after Big Data
Apr08

Service quality : the next retail challenge after Big Data

Algorithms have become instrumental in retailers’ strategies to increase loyalty among customers. We don’t know of any major retailer not having a Big Data team working on a.o. predicting churn, couponning, increasing loyalty, new segmentation, … Yet, what we also notice is that all retailers more or less all use the same tools, the same techniques for the same goals. It’s all about Spark, Hadoop, real-time...

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Payment reminders : how not to lose your loyal customers
Jan06

Payment reminders : how not to lose your loyal customers

Sometimes a small detail can ruin your customer’s satisfaction and end up the relationship. The danger is especially high when you have to send a payment reminder. Whatever the reasons, such a message is likely to trigger strong emotions. Two possible situations, equally dangerous for your business If the customer feels he is right, he may feel betrayed and you’ll lose credibility. If the customer knows he’s wrong, this will only...

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High on frustration, low on satisfaction :  call centers’ phone menus
Dec14

High on frustration, low on satisfaction : call centers’ phone menus

In the word of service there’s one thing that really drives me crazy : call centers’ phone menus. You know the feeling. You’ve got an issue and have to dial a national number to get assistance. “Press 1 for English, 2 for French, 3 for Dutch, 4 for German, 5 for Italian, 6 for Finnish, 7 for Esperanto”. By the time all options have been spelled out you have forgotten which choice to make and press a number randomly. “Guten Tag and...

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