Janne Ohtonen, Ph.D.
Dr Janne Ohtonen, Director of Customer Experience Management, has dedicated his life to making this world a better place to all customers. He fights against bad customer experiences, ensuring that companies serving their customers are not only profitable but also enjoyable to do business with for a long 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...
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....
Businesses who still struggle with financially justifying their Net Promoter Score improvement efforts will struggle building momentum. Such service providers are missing key linkages...
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...
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...
One of the most common questions I hear from senior leaders is that how we can build a business case from customer experience improvement...
We all know the old idiom: “Talk is cheap.” It is easier to say you will do something than to actually do it. This...
Voice of Customer, Customer Feedback and many kinds of customer satisfaction scores are very popular today. There are hundreds of technology companies offering various...
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...
Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head...
We all love shopping. Some more than others. But all of us need to engage with grocery stores if we want to eat at...
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...
We like to see customer complaints as our enemies when in fact they should be our friends. Of course in an ideal world you...
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...
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...
This blog is written to add value for business leaders, who are responsible for operations and financial outcomes. Benefits this blog will give you...
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...