Janne Ohtonen

Ensure Consistency of Customer Engagement – Every Time!

Maybe you would not think of Bruce Springsteen (http://bit.ly/2w4sFw9) as the go-to guy for customer experience wisdom, but here is something he allegedly once...

Customers Take Your Business Personally – So Make It Personal!

Few customer experiences are as renowned as the world-famous Disney Parks, which employ over 130,000 employees to serve over 140 million guests a year....

Of Course, NPS Drives Revenue For Service Providers – But How Much?

Businesses who still struggle with financially justifying their Net Promoter Score improvement efforts will struggle building momentum. Such service providers are missing key linkages...

To Belong or Not to Belong – There’s The Question!

A membership approach can generate the highest level of emotional engagement. ‘Members’ feel that they are part of a group defined by the telco. Did...

How Customer Centricity Creates Significant Competitive Advantage?

Competitive advantage has been a great buzzword for a long-time. That is something any company in an established market is searching for. And I...

Why revenues depend on the customer experience you provide?

One of the most common questions I hear from senior leaders is that how we can build a business case from customer experience improvement...

Customer Centricity – How To Move From Talk To Action

We all know the old idiom: “Talk is cheap.” It is easier to say you will do something than to actually do it. This...

Can Voice of Customer Mislead Our Business?

Voice of Customer, Customer Feedback and many kinds of customer satisfaction scores are very popular today. There are hundreds of technology companies offering various...

Does the Brand Promise Matter For The Customers?

Before getting into details of brand promises, let’s take few seconds and think about it. Do brand promises mean anything to you? Do you...

Messy processes – Messy customer experiences?

Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head...

What Matters for Customers in Grocery Stores?

We all love shopping. Some more than others. But all of us need to engage with grocery stores if we want to eat at...

Is this the Moment of Truth Everyone Is Talking About?

Have you ever come across a Moment of Truth? I’m not talking about those times when you were caught for doing something naughty. I am...

3 reasons why customer complaints are your friends

We like to see customer complaints as our enemies when in fact they should be our friends. Of course in an ideal world you...

5 Things Every Executive Should Do to Build Customer Experiences

There is no substitute for leadership. If executives won't care about the customers of a company, no one will. And this includes also the...

3 Principles That Turn Mediocre Customer Experiences Into Remarkable

Customer experiences make or break businesses. If customers are served in bad or mediocre way, they won’t have any reasons to engage with that...

Link Operational Metrics To Customer Loyalty Metrics For Better Financial Outcomes

This blog is written to add value for business leaders, who are responsible for operations and financial outcomes. Benefits this blog will give you...

7 Tips for Improving Customer Experience through Changing Business Processes

Would you like to create better customer experience for your organization’s customers by changing your business processes? Here are seven ideas what you could...

New Posts