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    Know Your Maximum Viable Product
    Ilkka Huotelin
    • Mar 8, 2021
    • 3 min

    Know Your Maximum Viable Product

    Several studies show that when presented with too much choice, people tend to get overloaded and when it comes CX less is often more.
    How To Cut Costs But Not Lose Customers
    Ilkka Huotelin
    • Oct 27, 2019
    • 2 min

    How To Cut Costs But Not Lose Customers

    When you know what drives satisfaction and loyalty you can cut cost intelligently with minimal impact on the profitability.
    Predicting Churn Is Not Enough To Reduce It
    Ilkka Huotelin
    • Oct 8, 2019
    • 2 min

    Predicting Churn Is Not Enough To Reduce It

    Knowing who is going to stop being your customer soon is nice, but only when you know why, you can do something about it.
    Little Experience Destroyers and How to Spot Them
    Ilkka Huotelin
    • Sep 2, 2019
    • 3 min

    Little Experience Destroyers and How to Spot Them

    Small things can destroy customer experience and you need to identify them. Be Customer Smart has developed an solution for this challenge.
    Differentiating In The Energy Retail Market With Customer Experience
    Ilkka Huotelin
    • Nov 8, 2018
    • 4 min

    Differentiating In The Energy Retail Market With Customer Experience

    Electricity and gas are some of the most commoditised products that are in the market. What one gets from the socket is of the same...
    Weakest Links In CX Chain - Partners
    Ilkka Huotelin
    • Sep 5, 2018
    • 3 min

    Weakest Links In CX Chain - Partners

    Companies and organisations want to manage the customer experience they provide, but only few can deliver their products and services...
    Key CX trends in 2017
    Ilkka Huotelin
    • Oct 4, 2017
    • 5 min

    Key CX trends in 2017

    With the beginning of a new year, the Be Customer Smart team wants to share with you our thoughts on the main developments last year in the
    Digitalisation Yes, But Is The Customer Forgotten?
    Jukka Hekanaho
    • Jan 29, 2017
    • 4 min

    Digitalisation Yes, But Is The Customer Forgotten?

    Digitalisation is perhaps the strongest current business mega trend and every major consulting house is telling you how important it is...
    What You Sell Is Not What Your Customers Buy
    Ilkka Huotelin
    • Oct 17, 2016
    • 4 min

    What You Sell Is Not What Your Customers Buy

    We often assume that what we sell is the exactly what our customers buy, but it is not often so as we will see. If there is a mismatch...
    To Fix Your Shortcomings You Have To Know Your Customer
    Ilkka Huotelin
    • Oct 7, 2016
    • 2 min

    To Fix Your Shortcomings You Have To Know Your Customer

    Having an inferior product or service is not a goal for any company, but even the best organisation sometimes fails to deliver as...

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