Worst practices: because we all stumble and fall on our way to consumer centricity

I'm not mad, but disappointed.

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There aren’t many brands I spend more time with than the Belgian and Dutch railways (NMBS and NS). The last few months I spent an average 15 hours a week in the train. I think only Apple (MacBook Pro, iPad) has more quality time interacting with me. And, I just calculated that over the last […]


Every time KLM helps a customer via Facebook or twitter on a saturday, sunday or in the evening, every time Rabobank’s conversation manager Robert Lommers replies to a twitter discussion and every time I have a hassle-free experience in one of my favorite online tools CardCloud, Yunoo, Tungle.me, Gist or Evernote, it raises the bar: there’s a […]