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.

Too many rules: what the Corona crisis teaches us about Customer Experience

wat we over Customer Experience leren uit de Corona-crisis

The police are asking for clear rules. But the population is slowly becoming tired of rules. The COVID-19 epidemic teaches us something about human behaviour.

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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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Videos

A workshop with a customer, a useful tip about customer experience or a testimonial. We would like to give you an insight into who we are and what we do.

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.

six simple rules

Six simple rules: How to manage complexity without getting complicated – Yves Morieux & Peter Tollman

Is your organization confronted with growing complexity? There are ways to manage that.

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good strategy bad strategy

Good Strategy Bad Strategy: The Difference and Why It Matters. – Richard P. Rumelt

Another book about strategy? Well, it is and remains a hot topic in organizations. Everyone talks about it. Yet, very few succeed in formulating a good strategy.

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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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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.

It is a shame how much time and effort is wasted trying to “make the numbers” rather than trying to create the best possible process.”

J.K. Liker & D. Meier
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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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