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		<title>Sorry NPS, I&#8217;m not buying (it)..</title>
		<link>http://wimrampen.com/2012/05/11/sorry-nps-im-not-buying-it/</link>
		<comments>http://wimrampen.com/2012/05/11/sorry-nps-im-not-buying-it/#comments</comments>
		<pubDate>Fri, 11 May 2012 19:21:04 +0000</pubDate>
		<dc:creator>Wim Rampen</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Performance Metrics]]></category>
		<category><![CDATA[Voice of The Customer]]></category>
		<category><![CDATA[Metrics]]></category>
		<category><![CDATA[Net Promoter Score]]></category>
		<category><![CDATA[NPS]]></category>

		<guid isPermaLink="false">http://wimrampen.com/?p=1416</guid>
		<description><![CDATA[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, hoping to attract other people who'd like to share theirs, so we can all get a better understanding of what drives Customer loyalty and how to manage for it. Unfortunately the Net Promoter Score is not working for me right now. And here's why:<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=wimrampen.com&#038;blog=7013378&#038;post=1416&#038;subd=contactcenterintelligence&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>20</slash:comments>
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		<title>3 Lenses For Innovation</title>
		<link>http://wimrampen.com/2012/05/04/3-lenses-for-innovation/</link>
		<comments>http://wimrampen.com/2012/05/04/3-lenses-for-innovation/#comments</comments>
		<pubDate>Fri, 04 May 2012 21:09:05 +0000</pubDate>
		<dc:creator>Wim Rampen</dc:creator>
				<category><![CDATA[Innovation]]></category>
		<category><![CDATA[Brand Driven Innovation]]></category>
		<category><![CDATA[business model]]></category>
		<category><![CDATA[Business Model Generation]]></category>
		<category><![CDATA[business model innovation]]></category>
		<category><![CDATA[Customer Jobs]]></category>
		<category><![CDATA[Erik Roscam Abbing]]></category>
		<category><![CDATA[Jos-to-be-done]]></category>

		<guid isPermaLink="false">http://wimrampen.com/?p=1409</guid>
		<description><![CDATA[This week I presented my ideas around Customer Driven Innovation in Commoditized Industries for an internal innovation summit of the Dutch/German energy company RWE/Essent Energy. Apart from the fact it was a very interesting event where Smart Customers, Grids and Cities were the talk of the town, it was good for me to think through [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=wimrampen.com&#038;blog=7013378&#038;post=1409&#038;subd=contactcenterintelligence&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>7</slash:comments>
	
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			<media:title type="html">3 lenses for innovation</media:title>
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			<media:title type="html">3 lenses for innovation</media:title>
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		<title>What Really Replaces Marketing (Madness)..</title>
		<link>http://wimrampen.com/2012/04/07/what-really-replaces-marketing-madness/</link>
		<comments>http://wimrampen.com/2012/04/07/what-really-replaces-marketing-madness/#comments</comments>
		<pubDate>Fri, 06 Apr 2012 22:36:08 +0000</pubDate>
		<dc:creator>Wim Rampen</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Jobs]]></category>
		<category><![CDATA[Innovation]]></category>
		<category><![CDATA[Service Design]]></category>
		<category><![CDATA[Service Dominant Logic]]></category>
		<category><![CDATA[Value Co-Creation]]></category>
		<category><![CDATA[Voice of The Customer]]></category>

		<guid isPermaLink="false">http://wimrampen.com/?p=1390</guid>
		<description><![CDATA[If there ever was a reason for me to write about the future of marketing, it was in 2009. The theme though is as alive today as it was then. Some argue little has changed, others state the new era has already arrived. And there is Nilofer Merchant (@Nilofer) who suggests Marketing is Dead and [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=wimrampen.com&#038;blog=7013378&#038;post=1390&#038;subd=contactcenterintelligence&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>38</slash:comments>
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			<media:title type="html">Boqueria</media:title>
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			<media:title type="html">Wim Rampen</media:title>
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		<title>How To (Not) Get Smart About Big Data</title>
		<link>http://wimrampen.com/2012/01/02/how_to_not_get_smart_about_big_data/</link>
		<comments>http://wimrampen.com/2012/01/02/how_to_not_get_smart_about_big_data/#comments</comments>
		<pubDate>Mon, 02 Jan 2012 21:01:26 +0000</pubDate>
		<dc:creator>Wim Rampen</dc:creator>
				<category><![CDATA[Big Data]]></category>
		<category><![CDATA[Analytics]]></category>
		<category><![CDATA[customer analytics]]></category>

		<guid isPermaLink="false">http://wimrampen.com/?p=1348</guid>
		<description><![CDATA[If you are to believe the talk of twitter-town and its suburbs, due to the connectivity of numerous devices worldwide, we (will) also have available so much data, it is just waiting to be mined and will change how we do, well..,  just about everything. All this is being referred to as Big Data. The [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=wimrampen.com&#038;blog=7013378&#038;post=1348&#038;subd=contactcenterintelligence&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>37</slash:comments>
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			<media:title type="html">big data</media:title>
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			<media:title type="html">Wim Rampen</media:title>
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		<item>
		<title>A new year a new..</title>
		<link>http://wimrampen.com/2011/12/31/a-new-year-a-new/</link>
		<comments>http://wimrampen.com/2011/12/31/a-new-year-a-new/#comments</comments>
		<pubDate>Sat, 31 Dec 2011 08:54:07 +0000</pubDate>
		<dc:creator>Wim Rampen</dc:creator>
				<category><![CDATA[Personal]]></category>
		<category><![CDATA[customer analytics]]></category>
		<category><![CDATA[customer intelligence]]></category>
		<category><![CDATA[value based management]]></category>
		<category><![CDATA[Wim Rampen]]></category>

		<guid isPermaLink="false">http://wimrampen.com/?p=1352</guid>
		<description><![CDATA[As of January 1st 2012 I am who I was in 2011, but with a new job: Manager Customer Intelligence and Brand Management (OHRA). And, what makes the story even better: I get to continue to work together with Coníche. I will also be sitting on the Coníche Board of Inspiration! <img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=wimrampen.com&#038;blog=7013378&#038;post=1352&#038;subd=contactcenterintelligence&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>17</slash:comments>
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			<media:title type="html">Wim Rampen</media:title>
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		<title>Lists, lists, lists and Thank You!</title>
		<link>http://wimrampen.com/2011/12/16/lists-lists-lists-and-thank-you/</link>
		<comments>http://wimrampen.com/2011/12/16/lists-lists-lists-and-thank-you/#comments</comments>
		<pubDate>Fri, 16 Dec 2011 15:14:30 +0000</pubDate>
		<dc:creator>Wim Rampen</dc:creator>
				<category><![CDATA[Personal]]></category>
		<category><![CDATA[Wim Rampen]]></category>

		<guid isPermaLink="false">http://wimrampen.com/?p=1319</guid>
		<description><![CDATA[A year of blogging in lists, tweets, comments &#38; a big Thank You! <img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=wimrampen.com&#038;blog=7013378&#038;post=1319&#038;subd=contactcenterintelligence&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>0</slash:comments>
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			<media:title type="html">Thank You</media:title>
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			<media:title type="html">Wim Rampen</media:title>
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		<title>Customer Service in 2012 and Beyond Technology..</title>
		<link>http://wimrampen.com/2011/12/09/customer-service-in-2012-and-beyond-technology/</link>
		<comments>http://wimrampen.com/2011/12/09/customer-service-in-2012-and-beyond-technology/#comments</comments>
		<pubDate>Fri, 09 Dec 2011 21:04:17 +0000</pubDate>
		<dc:creator>Wim Rampen</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Services]]></category>
		<category><![CDATA[Service Design]]></category>
		<category><![CDATA[Strategy]]></category>
		<category><![CDATA[#custserv]]></category>
		<category><![CDATA[Call Center]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[customer service strategy]]></category>
		<category><![CDATA[Wim Rampen]]></category>

		<guid isPermaLink="false">http://wimrampen.com/?p=1299</guid>
		<description><![CDATA[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!<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=wimrampen.com&#038;blog=7013378&#038;post=1299&#038;subd=contactcenterintelligence&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>16</slash:comments>
	
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			<media:title type="html">Wim Rampen</media:title>
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		<title>Sorry, Marketing&#8217;s 4P framework is not dead..</title>
		<link>http://wimrampen.com/2011/11/06/sorry-marketings-4p-framework-is-not-dead/</link>
		<comments>http://wimrampen.com/2011/11/06/sorry-marketings-4p-framework-is-not-dead/#comments</comments>
		<pubDate>Sun, 06 Nov 2011 20:35:10 +0000</pubDate>
		<dc:creator>Wim Rampen</dc:creator>
				<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Strategy]]></category>
		<category><![CDATA[4P's]]></category>
		<category><![CDATA[Framework]]></category>

		<guid isPermaLink="false">http://wimrampen.com/?p=1284</guid>
		<description><![CDATA[Why Do B-Schools Still Teach The Famed 4P's Of Marketing, When Three Are Dead? Here's my perspective on the relevance of the 4 P's.<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=wimrampen.com&#038;blog=7013378&#038;post=1284&#038;subd=contactcenterintelligence&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>11</slash:comments>
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