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Marketing, customer satisfaction and loyalty
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We won against Mobistar … finally
Mar07

We won against Mobistar … finally

After several months of fighting Mobistar to enforce consumers’ rights, we finally won. The ombudsman ruled in our favor but Mobistar’s bad practices remained. We eventually sent a registered mail to Mobistar CEO and, guess what, a few weeks letter we got a letter with A3 posters in it. Those A3 posters were designed by Mobistar legal department to inform all salespeople of consumers’ rights and in particular of the...

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Does Mobistar follow best practices for complaints management?
Nov18

Does Mobistar follow best practices for complaints management?

Successful business practices regarding the management of customers complaints include the diffusion of the information within the organization. After I reported on my fight against Mobistar, I was wondering whether their most exposed (in terms of visibility) customer service would have been informed. I decided to ask send a tweet to Mobistar’s Twitter account to ask about the warranty for accessories purchased from them. Guess what …...

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Telecoms: another example of poor customer service
Nov16

Telecoms: another example of poor customer service

After I published my post on Mobistar last week, I got another wonderful example of failed customer service. This example was sent to me by a Twitter follower and regarded an Orange customer (a French telco company) who complained to get spammed with adult ads on his newly acquired cell phone number. Apparently this cell phone number had belonged to another customer before, and was handed over “as is” to the next customer. The...

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Meet first the legal requirements first, then speak about customer service: the Mobistar case
Nov02

Meet first the legal requirements first, then speak about customer service: the Mobistar case

First of all please allow me to mention than by sharing this post on Facebook and twitter you will help other individuals. The purpose of this post is to write about my fight against Mobistar in an attempt to enforce my rights as a customer. Don’t hesitate thus to use the above Facebook and Twitter buttons. Help me make this world better. Thank you. Let’s start with the end, that’s to say the result I achieved. It...

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Extraordinary customer service
Sep26

Extraordinary customer service

I have a lot of stories to tell as far as customer service is concerned. I have a lot of bad ones and very few good ones. So when I have receive an exceptionnal customer service I’m eager to tell about it. I recently offered a stay in a fine hotel to relatives. I love to please those I love and let them enjoy experiences rather than tangible presents. My guests had just returned and 24h later I got a letter (a REAL letter; not...

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FNAC wants to reinvent the relationship with the customers
Aug26

FNAC wants to reinvent the relationship with the customers

Enriching discussions can also take place online and I was very positively surprised by a discussion I had on Linkedin. If you are familiar with this website you may know that there are groups to which you can get affiliated according to your professional background or experience. Those groups are very useful if you want to discuss some specialized topics with people in the same industry. A discussion was started on one of those...

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Bad practices: mind the little details
Feb11

Bad practices: mind the little details

Service quality is one of the major antecedents of customer satisfaction. Sometimes it may be impacted by little details which can ruin all your efforts. Vanden Borre, which I mentioned in an earlier post, has done a major mistake when they handled my complain. In the last written communication I received from them to close my case (in my favor), they wrote “we grant you the benefit of doubt”. This is just a major mistake...

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The Vandenborre experience
Jan17

The Vandenborre experience

Vandenborre is part of the French retailer “Darty” which became famous thanks to its excellent slogan (and promise) “A contract of confidence” (le contrat de confiance). What Darty realized well in advance was that consumers shopping for electronics and home appliances want to have a professional hassle-free service they can trust. Their simple idea was therefore to make the customer’s life easier with,...

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Real-estate agencies in Brussels: the results of a study to evaluate professionalism
Nov29

Real-estate agencies in Brussels: the results of a study to evaluate professionalism

A few weeks ago I announced on this blog that I started a small-scale study on real estate agencies in Brussels. One week after the launch the results were already catastrophic, the response rate being very low. The method of the study was the following. I sent a detailed inquiry to the first 58 agencies (in terms of goods for sale) of Brussels, requiring that they send me their offers. I chose to inquire on purpose for an upper-tier...

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Real estate agencies in Brussels: first results of survey show terrible results
Oct15

Real estate agencies in Brussels: first results of survey show terrible results

I reported already a while ago about the lack of professionalism of real estate agents in Belgium’s main city. I decided to look more factually at the situation and prepared a little experiment which I launched last Sunday. The experiment consists in sending the same request to the 50 main real estate agencies in Brussels and study the reaction. To trigger a reaction in a market where the average transaction price for houses is around...

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When your customers retaliate … here’s what happened to United Airlines
Jun28

When your customers retaliate … here’s what happened to United Airlines

There are two kinds of companies: those which listen to customers and those which don’t. The most difficult part of it, when you’re listening, is to listen to your unsatisfied customers too. It’s kind of difficult to listen to critics and to accept them respectfully and sincerely. One company that apparently hasn’t really got this is United Airlines. The story below has received important media coverage in North America but little in...

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Henry Ford and Cesar Ritz
Jun21

Henry Ford and Cesar Ritz

Is the customer always King as Cesar Ritz, the founder of the eponymous palace, once said? In other words, should we always obey customers wishes? Well, I’m not so sure about it. Remember what Henry Ford said «If I had asked to my clients what they needed they would have told me a faster horse». How should we interpret such opposed statements? At first sight they don’t seem to be to be incompatible. Both statements can be situated...

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