Steven Van Belleghem

Writer and Columnist at GMA Talkback

Host at Steven's weekly podcast

International keynote speaker - Author - Entrepreneur. Core topic: customer experience in a digital/AI driven world

Articles

Situm and HappyOrNot partner on visitor experience

2 months ago | research-live.com | Steven Van Belleghem

The partnership will combine indoor positioning and wayfinding technology with satisfaction measurement tools, offering insights on visitor behaviour and informing resource allocation. Spanish company Situm’s technology merges pre-existing information in the environment, including magnetic fields and WiFi, with information from smartphones, including the compass.
5 CX-trends voor 2025 volgens Steven Van Belleghem

2 months ago | marketingfacts.nl | Steven Van Belleghem

‘Customer Experience Enthousiasteling’ Steven Van Belleghem voorspelt vijf CX-trends voor 2025. Denk aan AI-agents, het overschatten van authenticiteit, de Big Reset van Customer Care en vertrouwen, menselijke magie en de ideale CX-leider. Oh, en het doden van zombies natuurlijk.
Want to make more sales? Understand your customers!

Jun 12, 2024 | jewellermagazine.com | Michael Hinshaw |David Brown |Anastasia Lloyd-Wallis |Steven Van Belleghem

There are many reasons why businesses treat customers poorly. One of the most common and costly explanations – and the easiest to fix – is a lack of understanding of the customers. This gets at the core of two basic business questions that many businesses either don’t ask or don’t share effectively across the workforce. • Who is our customer? Knowing your customers means having a clear picture of who they are. This includes information such as age, income, expectations, and beliefs.
How do you get your employees excited about helping customers?

May 6, 2024 | jewellermagazine.com | Steven Van Belleghem |David Brock |Barry Urquhart |David Brown

Too many managers and business owners underestimate the impact of small decisions and choices in getting people excited about a new strategy or product. If you want to excite people about a customer-centric culture, focus your message on that. Everything else – especially if it’s about financial statistics and revenue – is noise and creates the impression that you do not believe it is as important as you pretend.
UK customer satisfaction slumps | News

Feb 7, 2024 | research-live.com | Steven Van Belleghem

The January 2024 UK Customer Satisfaction Index (UKCSI) is 76.0 (out of 100 ), down 1.7 points compared with the same period a year ago. The index score was 2.4 points below its January 2022 level. All of the 13 sectors analysed in the UKCSI had lower customer satisfaction than January 2023, according to the report, which benchmarks 287 organisations. Ocado, first direct and John Lewis ranked top three of the highest-rated organisations in the index.
How Temu is taking on the giants of e-commerce

Jan 30, 2024 | maddyness.com | Steven Van Belleghem

Opinion#e-commerceRead time: 03'21''31 January 2024If you have shopped online over the last year or so, chances are you have come across Temu. The e-commerce app that is part of the Chinese conglomerate, Pinduoduo, and has been quite aggressively marketed – even advertising during the Super Bowl – and consequently in the United States alone it had more downloads than companies like Amazon and Walmart during the second quarter of 2022.
Campaign Japan 日本

Jan 23, 2024 | campaignjapan.com | Steven Van Belleghem

* 自動翻訳した記事に、編集を加えています。現在、世界中のカスタマーエクスペリエンス（CX）の専門家と話をすると、流行中の最新テクノロジーを注視し、それが自分たちの役割や顧客、ブランドにとって何を意味するのかにと心躍らせている様子がうかがえる。しかし、2024年の企業と顧客の関係を定義する上で、これらのトレンドは果たして何を意味するのだろうか？ 2024年に注目すべき、新しいトレンドを以下にいくつか選んでみた。検索 3.0 検索エンジンはここ数年で、デジタル版の電話帳のようなものから、Webサイト評価指標「ページランク（PageRank）」によって関連性の高いリンクを提供するものへと進歩を遂げた。ユーザーが投げかけた質問に合わせた検索結果を表示するChatGPTのローンチによって、検索は新たなフェーズに入る可能性がある。...
The Customer Loyalty Flywheel

Jan 20, 2024 | customerthink.com | Steven Van Belleghem

‘What should we do to make our customers more loyal to our brand?’: this is probably one of the oldest questions that companies ask themselves, right? But it’s also the wrong one. They should turn that question around and ask themselves, ‘What can we do to show our loyalty to the customer?’. Customer loyalty should not start with the customer. It’s quite the opposite: companies prove their loyalty to the customer and only then does the customer follow.
Eight CX trends to watch out for in 2024

Jan 14, 2024 | campaignasia.com | Steven Van Belleghem

When I talk to customer experience professionals around the world at the moment, I hear varying levels of excitement on the latest technology trends and what they will mean for their roles, their customers and their brands alike. But what will these trends really mean for defining the relationship between companies and customers in 2024? Here are a selection of emerging trends I think we should watch out for in 2024:1.
The 10 hottest Customer Experience (CX) trends for 2024

Dec 4, 2023 | customerthink.com | Steven Van Belleghem

At the end of each year, I like to take some time to think about what I believe will be the most significant Customer Experience trends in the coming months. Amidst all the hot technology trends of the moment (yes, I will take some time to write about generative AI, of course), I believe that humans will not be replaced by them but greatly augmented when it comes to helping our customers. Human characteristics will evolve towards managing complex (emotional) situations.