Steven Van Belleghem

The importance of keeping consumer power in balance

Tripadvisor terrorism Over the last few years, I‘ve done a quite a bit of work for the hotel industry. In every discussion about customer centricity,...

How data, convenience and content lead to commerce

Alibaba bought Youku Toudu A few weeks ago, we had the pleasure of visiting Youku Toudu in China. Youku Toudu is a combination of what...

Back to Front: The changing roles of front and back office workers

Once upon a time, pinning down who was responsible for the relationship between company and customer was much easier. There was some nicely polished...

4 characteristics of the modern consumer

Presentation with 4 characteristics If you´d like to explore the four characteristics in greater depth, be sure to take a look at this presentation on...

Digital first = Customer first model

Customer first model If you´d like to explore my customer first model in greater depth, be sure to take a look at this presentation on...

Five more examples of how organizations are using beacons

Famous Antwerp Museum uses beacons as a guide The Rubens House, the famous Antwerp museum, now uses beacons as a personal guide. When visitors start...

Two ways to stay in the mindset of the customer in an automated world

The world is evolving: the era of self-service is making way for a world of automation. Automation is wonderful. We don’t need to do...

The Company vs. The Customer – Who is the Big Winner in Self Service?

Often, when employees bring their managers new technology tools they want to implement, the most common response is, “Well how do we know it...

5 examples how beacons change the customer relation

The McDonald’s restaurant in 2020 By 2020 McDonald’s wants to create connected restaurants. We will start to see more self-service kiosks in the restaurants. In...

90% of your employees want to be customer-centric. So why is your company not...

During keynotes and workshops about customer centricity, this topic always pops up. Many managers agree with the benefits of customer centricity and dream about...

Consumer 2020 show Episode 2: Invest in your LOUSY customers + robots in customer...

Hi friends, I hope you will enjoy the second episode of my Consumer 2020 show. This time, I talk about your lousy customers. What if...

Invest in symbols of extreme customer centricity

Extreme customer orientation is a matter of details One of my favorite theme parks is Islands of Adventures, part of the Universal Studios in Orlando....

Steven’s Customer First model

Extreme customer orientation is a matter of details Extreme customer orientation is necessary, even though the word 'extreme' sometimes has negative connotations. Extremism is politics...

We all underestimate the power of YouTube to create a human touch

Maker studios Last September I had the pleasure of visiting Maker Studio’s in Los Angeles. Maker Studios manages tens of thousands of YouTube channels, all...

When technology becomes a dissatisfier in your customer relationship

Let your people shine In the customer relationship of the future, when it comes to creating an emotional bond with consumers, your people will be...

How to keep 2015 from becoming a year of digital frustration

This video tells you the story: Once you’ve had a taste, there’s no going back Once you’ve glimpsed the possibilities, digital failure becomes unacceptable. You could...

Technology really is becoming our sixth sense

It all started with the iPhone I guess that for most of you, your phone was the first thing you touched this morning and will...

Human Empathy or Programmed Empathy?

This 2 minute video gives you some more details about 'human-like' customer service. It is a short video from one of my keynote speeches. Almost...

How the collaborative economy is creating a human touch in a customer relation

1. Crowd sourcing The market is potentially a tremendous source of inspiration for organizations. By appealing to their customers for help, it is possible to...

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