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What role can online customer service (webcare) play in the Self-Service economy? 25 Jun 2013 | 11:04 am
These past few months I conducted a global study in collaboration with SSI (fieldwork & research) and No Problem! (translations). The object of the study was to look into new consumer trends regarding...
New Report: The Self Service Economy 18 Jun 2013 | 12:56 pm
Fifteen years ago, companies forced consumers to perform certain tasks themselves. When banks started charging customers for not executing their own transfers this led to widespread protest. Today the...
My interview with @BrianSolis on ‘the future of business’ 11 Jun 2013 | 12:40 pm
Brian Solis recently released his new book ‘What’s the Future of Business’. I had the pleasure of having a chat with Brian about his new book. Here is the summary of our talk. Hope you enjoy it. Thank...
The Challenge of Social Customer Service (‘Webcare’) for Brands 5 Jun 2013 | 10:50 pm
This is a guest post from UK-based social media consultant, Luke Brynley-Jones. Luke hosting two free webcare seminars in Amsterdam (26th June) and Brussels (3rd July), featuring speakers from Telenet...
Marketing to the heart 4 Jun 2013 | 12:01 pm
When somebody gets their new Porsche delivered, that has got to be one very sweet moment (and I am not speaking from experience here). Most Porsche sellers will call or e-mail the customer with a brie...
What if… Google Glass catches on? 29 May 2013 | 10:22 am
Right now I am absolutely convinced you’ll never catch me running around with a Google Glass on my noggin. I just can’t imagine it. Today it still seems like something that only appeals to extreme gad...
Employees and social media: 4 types of content count 21 May 2013 | 05:46 pm
Every company dreams of having a small legion of employee-ambassadors. After all, employees can and do have a huge effect. The company’s reputation gets a positive push. It suddenly becomes easier to ...
Three crucial conversation streams to manage 14 May 2013 | 11:11 am
Every day we find loads of conversations about brands on the internet. Managing them is a core activity for every marketing team in the world. If you take a closer look at these conversations, it beco...
Conversation-worthy customer experience? Invest in symbols of extremism and keep the personal touch. 7 May 2013 | 06:04 pm
In the coming years, the focus on customer centricity will continue to grow. Great strides have been made in operational optimization and the next challenge now lies in finding a profitable way of inv...
Conversation-worthy customer experience? Invest in symbols of extremism and keep the personal touch. 7 May 2013 | 06:04 pm
In the coming years, the focus on customer centricity will continue to grow. Great strides have been made in operational optimization and the next challenge now lies in finding a profitable way of inv...
