Your perfect customer journey is based on balanced expectations

Fake news has been a hot topic with the recent US presidential elections and several European elections coming up. It’s the perfect example of how clickbait is used to drive traffic. But what’s in it for the users? Fairly little actually. Best case scenario? They waste their time clicking on a link that wasn’t worth visiting. The worst case scenario is that they assume the story is true and share it with their friends. But what’s in it for the publisher? A bit more, given that the …

Instant Messaging for Customer Service

Customers want to get in touch with you brand, faster and on a more personal level – for whatever reason. Either it’s a bank’s customer service about your card, or a local restaurant to reserve a table for tonight. Often they still pick up the phone to get it done quickly, but what could be a suitable alternative?

Online Customer Service

Some company’s took live customer service to their website by offering live-chat functionality. It’s an effective way to quickly get in touch with customer service and my experiences have been fairly positive. Apart from one …

Behavioral targeting: Bringing offline Experience online

At the Adobe Summit I attended an inspiring session by John Watton, who had wrapped his session on behavioral targeting around a story of Bob the local wine salesman. Bob is a retailer who is very acquainted with his customers, which enables him to offer them the best service. The story immediately spoke to me, because it is one of those local shops you just love to visit because you know you will end up leaving with great products recommended to you by someone who knows what you …