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 said: “Sustaining an audience is hard; it demands consistency of thought, of purpose and of action over a long period.”...

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. Sure, it’s not a digital customer experience, but producing consistent and great experiences in the physical world are surely...

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 in their data - we explore in this blog how they can get over this hurdle. It is well established that...

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 you know that ‘Belongingness’ is a word? It describes our emotional need to be an accepted member of a group,...

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 suppose that makes sense in a world, where USP means Unique Selling Proposition rather than Service (not to mention Value)....

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 efforts. And that is a valid question since even though it is only logical to make more money from serving...

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 same applies to Customer Centricity also. Leaders talk about importance of Customer Centricity and Experiences, but then when it is...

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 solutions to listening to the voice of the customer. However, it is very likely that you have heard the quote...

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 hold companies accountable for them or are they just part of the marketing noise? And what about people working in...

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 too many times “It is against regulations”. How is it against regulations when others are doing it? Nah, it is...

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 home. So, what does matter for us as customers of Grocery stores? This article looks into key drivers of store...

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 talking about those moments of truths when you decided to move away from or towards to something or someone. Same way...

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 would not receive any complaints, but until then it is wise to learn from the customers. As they say, what...

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 self-fallacy of already being customer-centric, since only very few companies really are. So, what are the five key things every...

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 business again unless it’s convenient. However, those companies that are able to produce remarkable experiences, every time, are the ones...

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 are an understanding of linking operational metrics to financial outcomes through customer loyalty. You can use the insights from this...

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 do to take your customer experience to the next level: Make a connection with your customers: A personal connection with customers...

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