A platform brand is greater than the sum of its parts. Every transaction and interaction can be turned into a relationship. Customers don’t like companies a lot. Not talking about loving. This is because companies often think about features and services they a) can sell. And that has worked in the past. No doubt. And b) incremental improvements that customers mostly are not even aware of after the launch. Often companies…

Customer Experience is the sum of all actions of all employees, every day. Company Culture is the sum of all actions of all employees, every day. — This quote seems to go well on both sides: employees and customers. And when you think about it, that is not a surprise and not that complicated. A great company culture allows their employees to focus on creating great customer experiences throughout a customer’s lifetime. In return the customer pays…

The new Customer Experience that has a high impact on people’s lives. — Most companies declare their value proposition around the product. Great usability, friendly customer service, good taste, recyclability, 100% bio, right value for money, good quality of the product, unique design; just to mention a few. However, this has become an expectation for customers. …

A visionary Leadership Team whose gaze was set to make the customers’ life easier from day one is what most successful companies have in common. By anticipating their customers’ needs every step of the way and implementing this mindset across the company, these companies create a sustainable level of customer…

Now that many of us became Customer Service Agents … With COVID-19 many of us have gotten an unexpected taste of what the daily life of a customer service agent is really like. You hardly engage with your colleagues since you are constantly focused on your own correspondence via phone, video, email or chat. Fifty contacts a day have become…

Many of our everyday tasks have been digitized to our convenience and can seemingly be accomplished with the blink of an eye and few clicks. But do tech companies actually have our best interests at heart? Are they always serving us to save time? Our need for convenience already began…

What matters most in all our lives? True relationships. If only companies could create this feeling for customers and employees. Having a sense of stability, building human connections, having relationships, friendships, experience love, trust and appreciation. In the end, it is all about being seen as a unique person. …

Thinking back 20 years ago, customer’s satisfaction were the reason online marketplaces existed. But meanwhile many of them have become overly dependent upon conversion rates while their customers have taken a backseat. Everything was easy, fun, transparent and comparable; from travel and books to clothing, food, and electronics to real…

Auszug aus Machbarkeitsstudie von Dr. Gerwin Zeibig It’s been a couple of years but it’s still up to date. I commissioned a study on the feasibility of a 4-day week in Customer Service Departments. “Could a 4-day workweek with full pay compensation be on some employers’ agenda?” I am well…