News & Blogs

The way we look at brand salience has changed in recent years. Your brand salience is now the most important metric in brand research.

A shot of hail in the dark. That's what innovation is when you don't put limits on it. On the other hand, freedom is necessary for ideas to emerge and grow. Boundaries and freedom. Two things that on the face of it don't seem to go together, yet complement each other so well! Boundaries within which you can still experience a sense of freedom. The holy grail, towards which we started our quest last year.

These are uncertain times for many organizations. This makes it all the more important to have a good understanding of what is going on with your customers. The voice of the customer helps make decisions to choose the right course of action.

Digital services have become indispensable in many sectors. You order your groceries online, you work in your own portal for your mortgage, you don't configure your car at the dealer anymore. Is the digital highway therefore replacing all traditional contact channels? No, the human touch continues to make the difference.

As many as 80% of organizations consider themselves customer-driven, while only 8% of customers emphasize this. There's a factor of 10 in between. And that's exactly where the big problem lies. The intention is there and the first steps are often taken, but customers hardly experience it. And quite honestly; from my experience as an employee at various financial service providers, this is quite recognizable. And this is exactly why I joined Blauw. My mission is to help organizations become more customer-driven every day, step by step. But how do you do that?", I hear you thinking. In this blog, I'd like to take you through a few concrete examples to increase customer awareness. Because that's where it starts!

How cool is that? You are good at something, regularly receive compliments about it and have plenty of room to develop your successful behavior. You are energized by this and continue to exhibit this behavior! This is exactly what many CX managers and culture changers dream of when it comes to customer-driven employee behavior. But why is there still so little success in making behavioral changes around customer-driven behavior a sustainable success? Many employees lack the fun factor, so customer-driven action is often still lacking. Read more about the status of entrepreneurial Holland in this area and how we can make customer-driven work even more fun for employees.