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  • Polle de Maagt
  • Posted by Polle de Maagt
18/11/2011
4 min read

What would you do with a 30.000 euro customer? The NMBS, NS and one-sided loyalty.

There aren’t many brands I spend more time with than the Belgian and Dutch railways (NMBS and NS). The last few...

Managing expectations
  • Polle de Maagt
  • Posted by Polle de Maagt
03/06/2011
4 min read

Managing rising customer expectations

Every time KLM Royal Dutch Airlines helps a customer via Facebook or twitter on a saturday, sunday or in the evening,...

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