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"
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"
Social CRM is not dead, to the contrary. It just isn’t growing up fast enough to really have a business impact. In this post I present 6 observations as to why..Read more "Observations why Social CRM isn’t…."
We’ve already past the first 6 months of this year. A good time to take a look at what you have been reading around here. I’ve put together two lists: one Top 5 of all time best viewed posts and one Top 5 of the best viewed posts over the first six months of this […]Read more "And the All Time Winner is…"
Yesterday evening I played around with the business model canvas and came up with my own Value Co-Creation Canvas.. I think it should be self-explanatory in the end, but am sure it isn’t yet. So please help me improve it.Read more "Value Co-Creation Canvas"
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 todayRead more "Because it is time you take Customer Service seriously.."
Customers have jobs to do. And so do Companies. In essence the trick is to align and focus the company’s activities to maximize support to Customers to get their jobs done. From the unpredictable Customer’s decision journey through each stage of the life-cycle. And make money as a result of it.
Company’s that stick to the mantra have no problem.. [but]Read more "Want Your Customers To Talk Sizzle Or Steak?"