Wim Rampen's Blog
Customer Services
We Don’t Need An NPS-[fill in the blanks]
You have probably heard this before: “People in [fill in any country name] do not rate your service with a 9 or higher. That’s not our culture”. Do you buy into this ‘culture’-effect? I don’t, and here’s why: Continue reading
The Customer Is Not In Control. Nor Are You!
One of the key-premises of the Social era is that the power has shifted from companies to Customers. The more I think of it, the more I disagree. Here’s why.. Continue reading
My Free E-book: Co-creating Customer Relationships
I’ve been reading through the past three years of blog-posts that I’ve written. Having done so I decided I might as well share the ones I like best + more with you in a digital booklet. Free download: Continue reading
The Case for Multi Channel Excellence in Customer Service
I disagree with Esteban Kolsky’s “Case for Single Channel Excellence” before entering into another channel. There are a couple of reasons why: Continue reading
Customer Service in 2012 and Beyond Technology..
Managers in Customer Services don’t need more or new technology, but what is it they do need (to do)? Here’s my take for 2012 and beyond! Continue reading
E-mail from a Contact Center Manager
I received an email from a Contact Center Manager I think everyone should read. The e-mail, which I publish almost entirely, speaks for itself. Continue reading
