This week I received the ‘fresh from the press’ 2010 report from MarketResponse for the most customer friendly company in the Netherlands. This was the 4th consecutive year for this research and I was truly interested in what new discoveries it would hold. The report begins with a high level summary of the results; industry wide the average was 7.66 (out of 10) for customer friendliness. Telecom (includes triple play providers) organizations scoring the lowest with 7.19 and home shopping stores the highest with 8.02. No big surprises there as the customer frustrations with the telecom industry are known and readily available for your viewing pleasure on programs such as Radar, and more recently Twitter (i.e. Youp). What was surprising to me was that they scored 7.19. Considering that everyone I know in my personal network can tell their own horrifying customer service story with a Telecom company I was expecting an overall lower score than 7.
Posts Tagged ‘web2.0’
Lesson #1: friendliness doesn’t guarantee a positive NPS score
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Next Web Trends
Every year I look forward to visit the Next Web conference held in Amsterdam. It shares the buzz going around in the global internet economy and provides insights in latest trends and startups. And this year was not an exception where a number of different startups attracted my attention.
Some of the new initiatives focus on cloud mashups to provide low-threshold value Read more…
Adrew Keen: Web 2.0 is dead
Yesterday evening I was again present in the home of Boris Veldhuijzen van Zanten, as a guest of the Next Web Salon. Also present, next to the usual suspects Patrick de Laive and Arjen Schat, was Andrew Keen.
In his first book, Andrew makes mash potatoes of all driving forces behind 2.0: pro-am, citizen journalism, long tail, power to the masses. And he still does.
Yesterday, he claimed Web 2.0 was dead and looked towards the next big things. He loves Twitter, because it takes away the anonymity and there’s a natural selection process on following and followers. I still fail to see the big difference though Read more…
