Wim Rampen's Blog
Customer Experience
Don’t Take The Customer Decision Journey For Granted
If we judge marketers by their (customers’ ) actions we could come to the conclusion many take the Customer Decision Journey for granted. And it’s highly questionable if predictive (online) analytics is the best solution. So, what could you be doing? Continue reading
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
You Don’t Need a CEM/CRM Strategy To Be Customer Centric
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. Continue reading
Steve Jobs on Customer Driven Innovation
I stumbled on this -must-read- post from Gaurav Ballah, in which he embedded a video from Steve Jobs I think is a must see for it puts an end to the myth that Apple does not listen to Customers. See for yourself:
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
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
