Wim Rampen
Wim Rampen
I offer (and seek!) fresh perspectives on Marketing Strategy and Customer Experience Leadership. Perspectives based on 15+ years experience in (leading) Customer Service and Marketing projects & departments. Currently responsible for Customer Analytics, Customer Experience & Brand Management at a Dutch Financial (B2C Banking & Insurance). For more information visit Wim Rampen's blog.
What’s Your Belief?
Belief + Doubt by Jpellgen on Flickr One of the biggest challenges in business (and life) is to lead change, that is, a fundamental change...
Don’t Take The Customer Decision Journey For Granted
Billboards and Taxis by Justin in SD on Flickr Over the past couple of years I've heard them all. Reasons to adopt any next big...
Value Is Always Co-Created In Use
Many people who read my blog for a while now, know I have a particular interest in Service Dominant Logic. And whenever I get...
Burning Bridges To Foster Innovation
I was drawn to an article on Slate: The Google Garveyard. It's actually not an article but a memorial service for Google services they...
We Don’t Need An NPS-[fill in the blanks]
You have probably heard this before re: "People in do not rate your service with a 9 or higher. That's not our culture"....
You Don’t Need a CEM/CRM Strategy To Be Customer Centric
Last week I read a (Dutch) post that covered a new white-paper from SAS. The post was titled: "Customer Centricity, still in its infancy". After...
Steve Jobs on Customer Driven Innovation
I stumbled on this -must-read- post from Gaurav Ballah, in which he embedded a video from Steve Jobs I think is a must see...
Building Customer Communities For All The Wrong Reasons
by Megan Hemphill (Prairie & Co) Bill Lee published a post on Harvard Business Review Blog Network titled: "Building Customer Communities Is The Key To...
Pricing the Customer’s Experience..
A Nice Story to Start With..We do not buy our meat at the local butchery very often. For reasons of convenience and price we...
The Real Customer Control Issue..
Cypher Saturn 9 by Neasden Control Centre on Flickr My post 'The Customer is not in control. Nor are you!' seems to have hit a...
The Customer Is Not In Control. Nor Are You!
One of the key-premises of the "Social era" is that the power has shifted from companies to Customers. We've all read cases of "United...
Fostering Conflict..
I started 2012 with a new job, saying goodbye to my life as a self-employed consultant. I liked working without 'a boss', on the...
Want Some Big-Data With That?
The real problem I have with all this trust in predictive analytics is twofold: First of all we're not really good at it. Most programs...
The Case for Multi Channel Excellence in Customer Service
Over at the Desk.com blog, Esteban Kolsky shows (again) to be a great thought-leader. In his thought provoking post titled "The case for single...
Sorry NPS, I’m not buying (it)..
I know a lot has been said about Net Promoter Score (NPS), and I'm not in this world to judge anyone who's working with...
3 Lenses For Innovation
This week I presented my ideas around Customer Driven Innovation in Commoditized Industries for an internal innovation summit of the Dutch/German energy company RWE/Essent...
What Really Replaces Marketing (Madness)..
If there ever was a reason for me to write about the future of marketing, it was in 2009. The theme though is as...
How To (Not) Get Smart About Big Data
If you are to believe the talk of twitter-town and its suburbs, due to the connectivity of numerous devices worldwide, we (will) also have...
Customer Service in 2012 and Beyond Technology..
Today's post is triggered by Esteban Kolsky's 2012 prediction for Customer Service markets. His predictions make sense, because Esteban is a good analyst that...
Sorry, Marketing’s 4P framework is not dead..
Why Do B-Schools Still Teach The Famed 4P's Of Marketing, When Three Are Dead? That was the question raised by Jens Martin Skibsted and...