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.

Do you have to do what your customers ask?

Do you want satisfied customers? Just ask them what they want is what many satisfaction guru say. But doing so, doesn’t come cheap.

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The perverse effects of KPIs

You want to evaluate your employees on customer satisfaction. Is that a good idea? And if it is, how do you do it? How do you determine a good KPI?

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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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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.

Switch. How to change things when change is hard. – Chip & Dan Heath

Change is hard, we all know that. But why is that we give up so soon? That’s the question brothers Chip and Dan Heath answer in this book.

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Storytelling with data – Cole Nussbaumer Knaflic

Visualizing data in a good way: it has become a true art. We are constantly confronted with badly presented data. Not just in our corporation, but even in the media.

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The Power of a Positive No – William Ury

By saying ‘no’ you not only respect your own boundaries, you’ll also improve your relationship with the other. As long as you do it in the right way.

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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.

Martin Luther King did not say “I have a mission statement”.”

Robert Senior
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Not everything that can be counted counts, and not everything that counts can be counted.”

William Bruce Cameron
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Our dashboard metrics were like a watermelon: on the outside everything was green, but when you looked inside, it was red, red, red.”

Alex Rawson, Ewan Duncan & Conor Jones
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