How to make your Voice of the Customer Programme Work

Unlock the full potential of your Voice of the Customer (VoC) Program.
Are you wondering if your VoC programme is delivering all it can? Don’t settle for mediocre results. 
In our whitepaper “How to Make Your Voice of the Customer Programme Work”, you’ll find the key steps to take your VoC program to the next level.

From worthless to priceless: Transforming your Contact Centre into a Customer Value Centre

In this whitepaper, we show you how to transform your contact cetner from a cost center that is always under budget pressure to an ROI-positive value center.

So You Want To Be Customer-Centric?

Over 99 pages, So You Want to Be Customer-Centric? helps you shake the habits that prevent companies from being truly customer-centric.  The book includes cases and best practice insight from senior executives who have been there: C&A, ING, Lexus Europe, L’Oréal Group, Orange Business Services, Philips, Sanoma Magazines and the World Economic Forum.

The Future of the Automotive Dealership

In this paper we show how the current dealership model is not viable, and introduce 10 new business models, as well as a number of quick fixes to increase profitability of the network. 

CC-I3 Issue 1: ING Insurance: the Journey to Customer-Centricity

In this first issue of our magazine Customer Centric Insights, we follow ING Insurance International’s journey towards customer-centricity from 2009 to 2013.