Browsing All posts tagged under »Customer Experience«

Customer Service in 2012 and Beyond Technology..

December 9, 2011

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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!

The Customer Is Always Wrong

September 7, 2011

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Do you still think the Customer is always right? I don't think so! You can read why, and why that is important, in this post.

Top 5 reads on this blog over the past 6 months..

July 16, 2011

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here's an overview of the best read posts on my blog in the first 6 months of 2011. Check them out!

Value Co-Creation Canvas

June 26, 2011

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Yesterday evening I played around with the canvas and came up with my own Value Co-Creation Canvas.. It's far from finished or perfect, but I believe it's good enough to present to you and ask you for feedback. I think it should be a self-explanatory canvas in the end, but am sure it isn't yet. So please ask all questions you might have. It will help me improve it.

Building a CEx that Creates Value for Customers… And for Companies

May 3, 2011

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Guest post by Dr. Graham Hill, Partner, Optima Partners and Associate, DesignThinkers Too many customer experiences are created just for the benefit of companies. Customer are either a target or an afterthought. Many customer experience practitioners don’t see the 900lb Gorilla in the room; the most important touch-points are not about marketing, sales or service,… [Read more…]

Presentation: Customer Service, Serious Business?

April 22, 2011

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Early February I wrote a post titled: Because it is time you take Customer Service seriously. For my speaking engagement on the 2011 Dutch Customer Contact Days in Utrecht this week, I translated the post into a 30-minute presentation, I’d like to share with you here. Please let me know what you think of it… [Read more…]

Because it is time you take Customer Service seriously..

February 7, 2011

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To date, the best proxy for good and effective Customer Services (operations), has been set by Bill Price, with his book "The Best Service is no Service". I believe we need a more fundamental change though, in our perspective to finally start having a real and sustainable impact on business results, not just sitting on the cost-side of the equation. I would like to explain so by elaborating on the "Five perspectives on Customer Services" we need today...

Service Design meets (Social) CRM

January 13, 2011

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This is part 2 in a short series on Service Design. I would recommend reading part 1 before reading this. Recap: What is Service? As I tried to explain a couple of days ago, I think Service Design is about designing for Service, not serviceS. Where I defined Services as: Service is the personal sum… [Read more…]

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Wim Rampen

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