Wim Rampen's Blog
Voice of The Customer
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
Sorry NPS, I’m not buying (it)..
I know a lot has been said about Net Promoter Score (NPS), and I’m not in this world to judge anyone who’s working with it, or developing it into a Net Promoter System. I do like to share my experiences with it though. Unfortunately the Net Promoter Score is not working for me right now. And here’s why: Continue reading
Because it is time you take Customer Service seriously..
I believe we need a fundamental change in our perspective on Customer Service to have a sustainable impact on business results. Here are the changes in “Five perspectives on Customer Services” we need today Continue reading
Putting Your Customer at Center? Constrain Yourself, or..
I’ve read many papers, blogs and articles telling me what being Customer Centric is all about. I agree with most of them when they provide lists of the differences between the product centric and the Customer centric organization. My issue with the many views, explicit or implicit, on Customer Centricity, is that they always seem to tell you what you need to stop and start thinking of or doing, but they hardly discuss or let you know where the boundaries are. Or at least discuss the notion of boundaries and their importance… Continue reading
Failure Demand – A Starting point for Outcome Driven Collaboration
Quite a while ago I was introduced to the theory of Failure Demand. Failure Demand has been defined by System Thinker John Seddon as “demand caused by a failure to do something or do something right for the customer“. It is probably a Customer Services department of a company that can relate to it the … Continue reading
NPS & The Customer Experience
Some months ago I wrote about how The Killer Customer Services or Loyalty Metric does not exist. In that post I provided an example of my own experience that it is not the metric that will improve the performance of the company, but how it is applied and how it is fully embraced in the … Continue reading
