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 […]


Approximately 2% of your customers will rip you off. They will game your system. They will do everything to gain financial win from your pockets. They will lie to you. Cheat on you. Pretend they’re angry. Neglect you. Won’t pay. Complain about you out in the open, just to put you under pressure. They will […]