21. January 2020

How dare you? You stole my time!

In an increasingly fast paced and complex world, simplicity has become the ultimate value — time saved. As the majority of organisations still fails to deliver on that, an ethos of simplicity demonstrates true customer centricity. The core driver for satisfaction and loyalty? Simplicity! An…
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20. January 2020

Decoding CX – can you measure it in Euros?

During the last years, when working on our consulting projects, we gradually learned that many companies really struggle to quantify Customer Experience (CX) as there are no sufficient measurement instruments available as of today. At the same time, Customer Experience is a very multifaceted and…
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16. January 2020

Market research – shrink costs, maximise results!

For many senior managers, market research has a bad reputation. It is considered as ineffective, inaccurate or even a complete waste of time and money. In many cases they are right. But the reason behind is not the market research profession itself, it is rather…
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9. April 2019

The Power of Design

http://5a5f89b8e10a225a44ac-ccbed124c38c4f7a3066210c073e7d55.r9.cf1.rackcdn.com/files/pdfs/news/power_of_design.pdf An interesting article about the company that fundamentally changed the way companies innovate. IDEO. Source: Business Week, 2004
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4. April 2019

Understanding Customer Experience throughout the Customer Journey

https://phavi.umcs.pl/at/attachments/2017/0321/083210-2016-customer-journej-verhoef.pdf Katherine N. Lemon and Peter C. Verhoef get to the heart of what really influences customer experience. Source: Journal of Marketing, 2016
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4. April 2019

A Longitudinal Examination of Net Promoter and Firm Revenue Growth

http://www2.owen.vanderbilt.edu/bruce.cooil/documents/publications/JM_2007_NP.pdf Timothy L. Keiningham et. al find evidence in their research that the Net Promoter is actually not a superior predictor of growth. Source: Journal of Marketing, 2007
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4. April 2019

Trei Real Estate: Shaping a unique brand

In a highly competitive market a differentiating brand is essential. To further grow (internationally), the real estate company Trei needed a distinct and attractive brand positioning. Background With a property portfolio of about € 1,1 billion, and a development pipeline of around € 685 million,…
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3. April 2019

What’s next? The future of human-centered design

In the age of customer-centricity, human-centered design has evolved as the guiding principle in new product development. The concept comprises developing solutions by involving the consumers’ perspective in all steps of the design process. Understanding the environment, the usage context and needs of the people…
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8. June 2018

Customer relationship – what’s love got to do with it?

Customer affection is often confused with customer satisfaction. However, customer satisfaction KPIs do not reveal anything about the emotional bond or relationship a customer has with a brand. In an increasingly service-oriented economy, overall customer satisfaction is rarely a competitive advantage. Consumers expect a high…
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7. June 2018

E.ON: Establishing a customer-centric innovation process for Germany

The energy market is undergoing a revolution and suppliers must turn to customers to understand how they should operate in new conditions. the savvy company created a customer-focused innovation process to combat these struggles. Energy revolution Utilities have traditionally been a commodity market, but this…
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