Dear Bank,

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"Dear Bank" is a personal story about customer experience and customer loyalty. Loyalty from the customer also requires loyalty to the customer. In both good as well as bad times.
GA VERDER
9 December 2015

Advertising Has Created Deaf-Mute Brands

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Traditional one-way advertising has led to deaf-mute brands. Brands find it difficult to listen and respond to consumers. One of the biggest challenges for brands is to start listening to consumers and start a dialogue.
GA VERDER
2 June 2015

Your Customer's Data Is Not Yours

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Marketing professionals seem to realize that it is imperative that their customers, in the future, manage their own data. Your customer's data is not yours.
GA VERDER
3 February 2015

Why Donors Stop Giving to Charity

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Fundraising initiatives basically are not about the organization that benefits, they are also and even more about participants and donors. To a large extent, people participate, give, and share with their friends from a well-meant self-interest: me, myself and I. “What's in it for me?” Well, appreciation and recognition. That's what’s in it for you. For many people the Ice Bucket Challenge was the trigger to get appreciation and recognition for themselves through a charity. Social media meets that basic human need. Sharing how good a person you are makes you feel good.
GA VERDER
11 January 2015

What You Can Learn From Ryanair's Customer Centricity

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One of the companies that is often discussed when it comes for its lack of customer centricity is discount airline Ryanair. What do Ryanair's customers think? How do they rate their customer experience?
GA VERDER
4 January 2015

Cooks Who Can See Their Customers, Have Higher Customer Satisfaction

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By simply opening up the work environment, companies can create greater transparency and build better customer experiences. It increases and improves the quality and perceived value of products and services. This makes transparency a low-cost strategic advantage.
GA VERDER
27 November 2014

The Customer's Brain: Why Customers Lie

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Customer behaviour is driven by emotions rather than by reason. Your customers will rationalize their behaviour afterwards. And they will lie to you if you ask them why they do what they do. Or if you ask them what their buying behaviour will be if you are going to offer them this or that. They will give you an answer to the best of their knowledge, but the truth is they don’t know. One of the most difficult things for people is to predict their future behaviour. That's why customers lie.
GA VERDER
15 November 2014