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.

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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strategy execution

The 4 Disciplines of Execution – Chris McChesney, Sean Covey, Jim Huling

Organisations rarely lack good ideas. New initiatives pop up like weeds. Fast forward one year later: the list of ideas is growing bigger but still no change. Why is that?

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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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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.

If no prospect can describe your position, you don’t have one.”

Harry Beckwith
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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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