Inspiration

We love sharing our expertise. Here you will find inspiring articles, books and quotes.

Articles

Experts on the topic of customer strategy in the broadest sense of the word. We share our insights and give a forum to carefully selected guest authors.

Responding to complaints? Avoid financial compensation

Financiele-compensatie-werkt-niet

An estimation error, client communication gone wrong, or a promise you didn’t fulfil? Despite your efforts to deliver exceptional services, …

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Be gone with customer service!

Why pay an entire team of people to solve the same problems over and over again when customers seem no …

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An angry customer: an opportunity to score!

Our ‘humanity’ prevents us from surprising agry customers. A typical customer service representative? A sadistic misogynist who indulges in his …

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Communication does not lead to change

Communication. It’s the instrument organisations rely on for change. But it doesn’t seem to be enough. Because employees are still …

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No clear service concept? A missed opportunity!

Are your clients disappointed with your service? This means it’s time to examine your communication. Being extremely clear about what …

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Reading tips

Clients regularly ask us about tips for inspiring reads. Here we discuss books that we truly liked. We give the main idea and tell you why you should read them.

Why-we-buy

Why we buy – The Science of Shopping – Paco Underhill

“More than 60% of what clients buy was initially not on their list.” However interesting and useful the actual product is, that alone is not enough of a reason to put it on the market.

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The-customer-service-survival-kit

The Customer Survival Kit – Richard S. Gallagher

Just about everything we do to appease a customer who is either not satisfied or downright angry, tends to have the adverse effect.

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the-brand-gap

The Brand Gap – Marty Neumeier

Your brand is not what you claim it to be. It is what your client says it is. There is a huge gap between your communication strategy and how a customer perceives your brand.

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Quoted

Looking for a good quote for your presentation? We make a selection for you and check the sources. You’ll read who said what and why here.

Customer service would be easy if it weren't for the customers." Seth Godin
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When people talk to themselves it's called insanity, when companies talk to themselves, it's called marketing." Steve Bautista
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I can’t give you a formula for success, but I can give you a formula for failure: try to please everybody." Marion Debruyne
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