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Need to up your ‘service’ game?
Are you experiencing stagnant customer satisfaction numbers…? Is your NPS score teetering along with no significant improvement? Are you and your management team struggling to find new ways to achieve...
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#CSS2011: 250+ tweets strong!
On the 26th of May Accenture sponsored, in conjunction with TeleTrain, the first annual Customer Service Seminar. The theme this year was to investigate and discuss the impact of new social media...
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Unsatisfied consumers: who will take the first step?
The Accenture CRM Team recently completed a global survey of consumers to ask about their views and opinions in the area of customer service. In the Netherlands there were 1004 participants in the...
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Accenture’s History – One Global Firm
The year 2003 was an extremely difficult period for many employees to live through, but the global downturn strengthened Accenture’s competitive position. With many traditional rivals left in a...
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The need for fewer, bigger, better ideas – doing the right things
There is no lack of great innovative ideas. In fact, most companies have far more ideas than they can ever possibly use. Accenture believes that what sets truly successful companies – the high...
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Accenture’s History: Accent on the future
Some speculated at the time of the IPO in 2001 that Accenture’s special culture and values wouldn’t be able to survive the transition to public ownership. The severe economic downturn that followed...
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Drive Growth in Finance with Digital and Physical channels
Growth is back on the agenda for banks. The focus for banks globally is moving to revenue and the customer. Cost-cutting remains a major priority, but higher shareholder value cannot be delivered by...
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2012: Nieuwe ronde nieuwe kansen
A new year brings new hope, new chances, and new energy - or as the Dutch say – ‘nieuwe ronde nieuwe kansen’! At the start of 2011 I selected five key service themes for the focus of 2011; these...
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Delivering choice and control through differentiation: 82% like it!
The thing about passion is that it is catchy…the energy it gives rubs off onto others. A colleague of mine had a recent ‘service experience’ and wanted to share it with me and I would like to share it...
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New pressure for Utilities: the consumers quest for choice!
Earlier this year Accenture published the results of their 3rd annual global survey of energy consumers titled, Actionable Insights for the New Energy Consumer. This report provides energy...
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The Price is Right! Or is it …?
In my recent blogpost on the demise of a breakthrough, reader Paul posted the interesting question: “It is getting harder and harder to keep up with all changes. Especially in technology. I wonder how...
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Social Media and the Service Strategy: want to hear it from leaders in the NL...
On the 26th of May the Accenture CRM Service Transformation Team is hosting, in conjunction with TeleTrain, a customer service seminar centered around the ongoing discussion of: How does Social Media...
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