Posts

corporate deafness

A Cure for Corporate Deafness - Closed-Loop Feedback

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corporate deafness
In addition to asking customers for feedback, it is just as important to do something with that customer feedback. Let’s take a look at the 7 steps in the closed-loop feedback process:
GA VERDER
3 January 2021
World Map by Matteo Ricci

The Customer Revolution

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World Map by Matteo Ricci
The new world order in which the customer has the ultimate power to decide about life and death, has consequences for every company. Tomorrow’s winners are those organizations that succeed in giving their customers a voice, in listening carefully to them and in tailoring their products, services, and communication to their wishes. If they succeed in making their customers feel seen and heard, these companies and their customers will enter a beautiful new world.
GA VERDER
4 September 2020
customer says yes

Selling Starts When the Customer Says 'Yes'

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customer says yes
"The selling starts when the customer says ‘no’". This has become the widely used mantra of self-proclaimed sales experts, who have caused considerable damage to customers’ trust. Selling starts when the customer says ‘yes’.
GA VERDER
18 April 2020
satisfaction guaranteed

Do Happy Customers Also Ensure More Profits?

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satisfaction guaranteed
The most important person is the customer. In every company. That’s why the focus should always be on the customer. Because satisfied customers are good for the company. This sounds nice but is it also true? Is there a proven relationship between customer satisfaction and profitability?
GA VERDER
4 September 2018
customer-oriented culture

A Customer-Oriented Culture Requires Exemplary Behavior

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customer-oriented culture
One of the aspects of creating a customer-oriented culture is exemplary behaviour. Does the management itself show that it puts into practice what it preaches? Organizations and teams that distinguish themselves positively from others in terms of customer focus are, without exception, led by a leader who also shows that the customer stands on one. Together with the employees.
GA VERDER
4 June 2018

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

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