Ilkka Huotelin
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.
Ilkka Huotelin
- Oct 28, 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.
Ilkka Huotelin
- Oct 9, 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.
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.
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...
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...
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
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...
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...
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...