Brands increasingly want to connect with their customers on an emotional level. One way to do this is by looking more holistically at products and services from the experience perspective. Triggering the senses plays a vital role in creating these moments. But what if your product isn’t physical, but digital?
On Thursday March 21, the management team of De Lijn (the Flemish public transport company) held their annual Forum. Over 400 employees of De Lijn gathered in Brussels (BE) to discuss the past year and to look at current and future challenges. The theme of the forum was ‘passion for the customer’. InSites Consulting (in the presence of Thierry Meerschaert and myself) was invited to bring ‘the voice of the customer’ to life at this forum.
Today leading figures in emerging markets are sharing their thoughts and experiences at the first edition of the innovaBRICS Conference, hosted in London. A great location to gather thought leaders on innovation in the BRICS countries, as it is no surprise that the London Olympics is ‘sandwiched’ between guest cities Beijing and Rio, according to Sir Edward Lister, Deputy Mayor of London. As a business hub, London is embracing their relationship with the BRICS countries. The thought-provoking conference agenda – with speakers ranging from Goldman Sachs Asset Management and Vodafone Group to FIFA – inspired me to share some highlights of the first sessions.
Despite all the buzz around the Dutch football, over 60 people from varying backgrounds (pharma, media, fmcg, government…) found their way to our Dutch office to join our Smartees last Tuesday! People gathered for lunch and a chat before we all headed into the conference room to start the sessions. Ramon Pardo, head of the Dutch office, welcomed everyone and challenged the audience with 3 statements to think about during the presentations.
So, we are running all these communities at InSites Consulting, with between 50 and 150 members participating in each community. But what are these people like in person? To find out and meet them personally, every now and then, we organize a community-meet-up, this time in cooperation with one of our clients: Marktplaats.
The Co-Creation Association connects people with a passion and interest in co-creation. On 22nd of November 2011, their second edition of the Co-Creation Awards will be held. They nominated 50 co-creation initiatives in 3 categories; customization, crowdsourcing and community. We’re very happy to have 2 of our cases nominated, let’s discover some more details!
Last month’s issue of Research magazine illustrates how brands are using consumer communities and co-creation to develop strategies, products and ideas in an article by Robert Bain (also available online: Perfected by the people). Discover how the customers of Telenet and other companies are putting their mark on the development and the launch of new products. Below you will find six cases!
Last Thursday at our head office in Ghent, we organized a Smartees about research communities. The day had a double agenda, literally. The morning we talked about research communities and the impact and possibilities for marketers, we dedicated the afternoon for researchers. In the morning we proudly had Steven van Belleghem, Tom De Ruyck and Thomas Troch presenting, in the afternoon, Prof. Dr. Niels Schillewaert presented about online research and the enacting of stakeholders, followed by Tom and Thomas, again. In this article, you’ll find the presentations and a take-away from what is said and done.
In the month of November 2010 Youp van’t Hek and NRC Handelsblad asked their Dutch readers to send an e-mail to firstname.lastname@example.org about their ‘ridiculous experiences’ with help desks. More than 6.000 e-mails were send!
Maastricht University in collaboration with InSites Consulting analyzed the e-mails send to email@example.com. We listed up some of the key results for you:
Christophe Vergult, Director Customer Experience Research InSites Consulting is one of the keynote speakers at the next Vlerick Marketing Informal on Thursday 28 January 2010.
Christophe will present The Relationship Monitor revealing the answer for 8 industries based on an in-depth study in 8 countries. The answer lies in compelling experiences tapping into underlying consumer needs, consistent with the brand promise over all touch points.