The blog

The end goal of any Customer Experience program is on the one hand to create business value through acquiring, retaining and growing profitable customers and on the other hand to achieve your business results (either revenues for a company or number of users for a nonprofit organization, for example). In other words, a Customer Experience program is successful if you have created and captured value. Companies need to keep in mind that their Customer Experience efforts have an impact on their business objectives. These objectives need to be linked to marketing objectives as it is important for marketers to measure what matters both for marketing and the business to improve their Customer Experience. In the end, companies that want to grow further into Customer Experience and deliver high quality personalization need to start measuring their Customer Experience efforts.

Dit zijn slechts enkele opvallende resultaten uit de vijfde editie van de E-commerce Barometer, uniek omdat die het Belgische online landschap in kaart brengt vertrekkende vanuit transactiedata van webshops. De cijfers tonen aan dat in 2020 de Belgische e-commerce markt verder gegroeid is met 7,5% ten opzichte van 2019 tot ruim 8, 8 miljard. In 2020, werden er meer dan 20.000 nieuwe online shops opgericht en telde België in totaal 48.000 webshops.

These are only a few of the remarkable results that are shown in the E-commerce Barometer unique report because it maps out the online landscape using the webshops’ transaction data. The numbers clearly show that Belgian e-commerce has increased up to 8.8 billion in 2020 which is a 7.5% rise compared to 2019. More than 20,000 new webshops were launched, adding up to a total of 48,000 Belgian online merchants.

THoMer Dennis caught up with Femke De Roo (BASE) and Gertjan Dewaele (Ingenico) over coffee, to look back on their joint project: a telecom chatbot with integrated payment in Messenger, a first in Belgium.

Over the last couple of years, the energy market has become increasingly competitive. There's a major focus on acquisition; think of attractive promotions and comparison websites, which imply that a customer can easily switch suppliers and save money.

Une première étude sur la motivation sous-jacente des choix des consommateurs réfute certains postulats antérieurs

For you to get inspired this summer: a top 10 of brunch places, tested and approved by our THoMers.

For you to get inspired this summer: a top 10 of restaurants, tested and approved by our THoMers.

THoMers Alexandra and Alexandra look back on their digital transformation project at the world's road transport organization IRU (International Road Transport Union), based in Geneva, Switzerland. Watch the video below to discover their learnings & insights, and which approach they took to implement IRU's new digital strategy.

17 februari 2022 – Customer Collective versterkt zijn expertise in branding & performance door Grava, een van de oorspronkelijke drijvende krachten achter de groep, om te dopen tot Fightclub. Zo bundelt het Mechelse digital performance agency zijn krachten met het gelijknamige Nederlandse full-service bureau. De teller komt daarmee op 100 branding & performance experten in België en Nederland.