A couple of times a year I guest-lecture for several Masters in Marketing/Customer Management programs in The Netherlands. Almost every time students approach me with a question regarding their master-thesis or other assignment. The most frequently asked question is to help them with the problem definition of their paper that addresses the issue of drafting/implementing/selling internally […]Read more "I Need a Problem to Solve With My Omni-Channel Customer Experience Strategy"
A couple of days ago Joe Pine tweeted on how the new European Union needed ‚my’ (and your) help on the Public Consultation about the „Experience Economy” as an emerging industry. Time to write about the limitations of current Customer Experience thinking & practice.Read more "Experience Economy, Economy Of Experiences, Or.."
Innovators not only need to experiment and fail (fast) they also need to understand that burning bridges might be the best option they have if they want to be successful at growing a market..Read more "Burning Bridges To Foster Innovation"
I believe one can be extremely Customer centric without having a Customer Relationship Management or (Branded) Customer Experience strategy.. You can read why and how in this post.Read more "You Don’t Need a CEM/CRM Strategy To Be Customer Centric"
Few companies seem to recognize that their pricing practices are causing side-effects that harm the Customer’s experience. Do you recognize them? There is a way out too..Read more "Pricing the Customer’s Experience.."
Here are the 5 themes that emerged from the comments to my last post and provide key insights into what is The Real Customer Control Issue..Read more "The Real Customer Control Issue.."
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:Read more "My Free E-book: Co-creating Customer Relationships"