Marketing, customer satisfaction and loyalty

Satisfied customers will follow you everywhere

Djump and Uber banned by Belgian authorities… is Airbnb the next on the list ?
Mar31

Djump and Uber banned by Belgian authorities… is Airbnb the next on the list ?

For those of you following the news on the startup and IT scene, you may have heard that the Belgian government has forbidden Uber (link in French) to do business in Belgium and that the police even seized two cars (link to the article in French). Last week they went even further and asked Djump, a “ridesharing” platform, to stop immediately its activities. In today’s post we’ll think about what triggers such reactions...

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Increasing customer satisfaction through expectations management
Mar10

Increasing customer satisfaction through expectations management

Managing expectations is key to increase (or just ensure) customer satisfaction. In this article we explore bit the mechanism of expectation creation based on one actual example : Coolblue How do expectations influence customer satisfaction You’ve experienced already it : you purchased something on the internet. You’ve been waiting several days on the delivery and when it arrives, you unwrap the parcel and you’re disappointed by what...

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« Clic and walk » reinvents the customer satisfaction survey
Sep20

« Clic and walk » reinvents the customer satisfaction survey

The social media rise has launched a new era in customer satisfaction measurement; twitter, Facebook and the like have allowed marketers to collect more primary data to evaluate whether clients were satisfied or not. Yet the multiplicity of sources makes it difficult (not to say impossible) to properly analyze this data. Before even being able to analyze anything one has to select the relevant data. This selection process is a...

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BNP Paribas Fortis: how their hotline make them lose customers
Sep04

BNP Paribas Fortis: how their hotline make them lose customers

Websites have become nowadays a tool to attract and retain potential customers. They either allow the visitors to perform certain actions by themselves or get a trigger to call an agent. This mechanism is especially important in B2C transactions where customers want immediate contact. The role of hotlines is therefore to make the customer acquisition process as smooth as possible to increase the acquisition rate and retain as many...

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Some innovating ideas around customer satisfaction and loyalty
Jun28

Some innovating ideas around customer satisfaction and loyalty

I recently attended an internal BPost event where externals speakers went to give a speech and inspire the audience. This  event had been organized at the initiative of BPost COO Peter Somers and it was a great opportunity to better understand the strategy of the group as it was explained to investors during the pre-IPO phase (which has been a big success by the way). Two speakers had been invited: Google Belgium CEO Thierry Geerts...

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