Using design to increase customer loyalty – article in the Dutch Financial Times

The renowned Dutch newspaper “Het Financieele Dagblad” (which is the national equivalent to the financial times) wrote an article about the uprise of service design as a way for companies to work on their customer loyalty. In preparation for the article I had an elaborate conversation with the author over a cup of coffee. I’m very happy with how the article turned out. The writer managed to focus on the economic incentives, and they are very clear in service design but often vaguely communicated.

Companies are knocking on the door of service design agencies in the knowledge that they will have to provide a better customer experience in order to escape the “commodity trap”, the danger to be perceived by consumers as indistinguishable.

Click the photo for a larger (more readable Dutch) version…

Marc Fonteijn

Marc Fonteijn

Marc is co-founder of 31Volts and helps major private and public organizations to grow by designing services that cultivate a sustainable relationship with customers.

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31Volts [Service Design]