A trick will only work for a while, until everyone else is doing it. To advance from the ordinary requires a new game, or a new territory. But the process of going outside the conventional method, game, or territory, is indistinguishable from error. Even the most brilliant act of genius, in the final analysis is … Continue reading Honor your errors
Do you ask your data questions or do you wait for it to talk? There is something that every once in a while shocks me, again and again, although I mentally should know. When I look at my data coming in, when I look at their analysis, it sometimes makes me proud. My ‘Data Hubble’ … Continue reading Speak with your data lake!
Although win-win seems to be a no-brainer as an idea, it is not so easy in practice. If we look at win-win as sharing a value between supplier and customer, then it is obvious that there at first must be some value to be shared at all. And if we talk about our ongoing customer … Continue reading Mining the Iceberg
Do you think you can judge the network performance of the mobile operator that you most often use? I personally don’t care about research, because what matters for me is how something works in my normal environment. But I myself would not think about such a question. I would leave the judgment to intuition, to … Continue reading The world is a coin, and not a globe
Our competitive markets have created impressive standards of product quality. Whilst years ago it was easy to distinguish products by their quality , today the differences are simply much smaller, because all have learned to adapt to their customers. Have you seen rusting cars in the last 20 years? This high standard can turn into … Continue reading Why you need a customer gardening lab
Scientific Customer Gardening is all about creating the best growth conditions for business. Imagine this setup in a Gardening Lab. We want to understand how the different 'nutrients' along the customer journey impact customers in their buying behavior. We talk about a (B2B) product or service, plus the fabric of interaction around it, like customer … Continue reading When a killing product kills the company
Looking from a functional point of view, customer engagement is a key indicator for the health of a business relationship. In terms of information, customer engagement is the source of important subjective data. The better the engagement, the richer the subjective data side. In our CRM-CX database, 'subjective data' can be dubbed as 'value'. Value … Continue reading For a customer engagement manager, it is easy to sink the ship
Scientific Customer Gardening stands for a systematic, data driven approach to constant growth at a strategic level; and sales success at an operational level. It comes into existence with the synchronization of CX (Customer Experience) and CRM (Customer Relationship Management) data. This leads to the integration of subjective and objective customer data – on the … Continue reading Cultivate your own growth algorithms bridging CX and CRM
The sun will always shine, but clouds will never go away. Summer or winter - it is robustness that you really want. There is something beyond CX All customers appreciate a good experience with the services they buy. However, no service supplier can control the customer’s experience, because it depends largely on the context and … Continue reading Good or bad customer experience? – It does not really matter
Using AI for customer analytics casts a new light on the question, what (the hell) is quality all about? The quality culture has its roots in manufacturing. In a perfect manufacturing line, a perfect product is the reward for a perfect quality. Perfection, free from faults and defects, is the quality measure in an engineered … Continue reading You want perfect quality? Give me errors!