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How we keep on aiming for the sky with our SkyPriority research app

How we keep on aiming for the sky with our SkyPriority research app

The digital age is moving at an ever-increasing pace. This manifests itself not only in the speed of new technological innovations but also in consumer expectations. Companies like Apple, Tesla and Tencent are setting the standards for what consumers expect from all brands. In 2016 we took home the Silver Trophy from the ESOMAR Congress …

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3 steps towards a truly consumer-centered organization

transforming consumer experience

Do you think your company is consumer-centered? Think again. Many companies have different practices in place for defining and delivering great consumer experiences, like voice of the customer programs, co-creation, journey mapping, etc. But the question is: do they make a difference? Is this impacting the loyalty of your customers and does this make you …

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3 collaborative ways to drive great customer experience

3 collaborative ways to drive great customer experience

Many will agree that engagement and connectivity within the organization are key for a future-proof company. This was again made clear a week ago at the Marketing Momentum in Schelle: a congrestival on marketing, digital transformation, e-commerce and much more. After attending several sessions set up by both technology and service providers, this message was …

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10 tips to move from Customer Service to Customer Activation

10 tips to move from Customer Service to Customer Activation

In plenty a company, customer service is the only tangible contact (or touchpoint) a customer has with a company. A lot of customers spend an awful lot of money (hundreds or even thousands of euros a year) with a company. On top of that, for a lot of companies, customer service is their (only) differentiator …

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The future of customer service: From personal, to self, to crowd service

Customer service

As published on the Conversation Management blog by Steven Van Belleghem on November 4, 2013. The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other hand there’s a need for economic efficiency. The ultimate challenge for the customer service of …

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How customer centric is your organisation?

Everybody wants to be customer centric, but the actual realisation differs from company to company, so we learned from a qualitative pre-study realized by InSites Consulting for SAS. In a series of interviews with Marketing people we talked about the interpretation of customer centricity, taking into account the 3 axes: Customer Value, Customer Experience and Customer …

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How to make the difference at each touchpoint?

On Monday June 18th I attended the 11th Vlerick Brand Community in Ghent, organized by the Vlerick Management School. Topic of the afternoon was “Experience Branding” and “How to make the difference at each point-of-contact”. Regarding my specific interest and scope on Customer Experience Research & Management at InSites Consulting, I was highly interested in …

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