Steven Van Belleghem

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 advertising from the marketing team to put across key messages and a few hand-picked employees who would be the front-line...

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 SlideShare, where you´ll find all the details, many additional examples as well as a suggestion on how to deal with...

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 SlideShare, where you´ll find a wealth of details and many additional examples. 1.    Details define extreme customer focus Extreme customer…

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 their tour, they receive a tablet with an application that offers more information on the countless must-see exhibits. Everywhere in...

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 things anymore. We can simply sit back and let things happen. The best known examples of automation are driverless cars,...

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 will actually work?” This is a common impulse based on our desire to not be duped by a catchy market...

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 addition, consumers will be able to order their food via an app and it will be possible to order 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 becoming the number 1 customer centric company in their industry or even worldwide. Great. I love that level of ambition....

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 you invest money in your lousy customers and you see this as your marketing budget. If you want to know...

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. During a recent visit, our eldest son Siebe was not tall enough to go on the wild-water ride. He was...

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 or religion often leads to undesirable consequences. But in the customer relationship the extremism is all positive. So why is...

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 of which generate billions upon billions of views per year. It is by definition the media house with the most...

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 the ones to really shine through their unique blend of creativity, empathy and passion. These are all qualities that computers...

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 compare it to how I feel about Disneyland Paris since experiencing the new MyMagic+ system in Disneyworld USA. Once…

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 probably be the last thing you touch before going to sleep. On that rare occasion when you forget your phone...

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 ready to pass the Turing test? In June 2014 news was released that a computer had succeeded in passing the…

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 find new products, meet short-term deadlines and implement improvements in relational processes. In 'The Conversation Company' I described the customer...

How the Internet of Things will lead to faster than real time customer service

The rise of ‘the Internet of Things’ Mineworkers used to take canaries down to the coal face with them. The moment that the canaries stopped whistling, the miners knew that there were poisonous gases in the mine. These poisonous gases, such as carbon monoxide and...

From big data to big relevance

Big relevance The digital customer relationship demands an excellent data strategy. The primary objective of the data strategy should not be a short-term increase in turn-over, but must focus instead on increasing levels of relevancy in the customer relationship. In my new book, 'When digital...

Defining the ‘human touch’ in the customer relationship

Of course digitalization will increase dramatically. Of course many jobs will be automated. Even so, I am convinced that in 15 years time it will still be the human touch that makes all the difference in the customer relationship. The problem is that we...

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