DEVELOPING NEW PROPOSITIONS

Together with Ben we started searching for new subscription alternatives which can improve Ben’s market share. For that purpose we developed an Online Lead User Community.

Lead users are customers with a positive attitude who are willing to co-operate based on an intrinsic motivation, in order to improve a product category. For Ben we traced, screened and invited lead users to share their views concerning new subscription alternatives for mobile telephony.

For that purpose a restricted online platform was established, in which about 70 customers collaborated with us and internal stakeholders during 3-4 weeks. The insights coming from this community were translated into new propositions, which were subsequently pre-tested among a larger group of customers and non-customers. This way the chance of success of the propositions was established.

Topics: Co-creation with lead users – pre-testing propositions

CUSTOMER EXPERINCE & ROI

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DUTCH POSTCODE LOTTERY

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TOGETHER WITH CUSTOMERS

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EFFECTIVE CONTACT WITH CUSTOMERS

Each contact, each experience with customer service confirms or disturbs customer relations. Currently customer service finds itself in an uncomfortable position. On the one hand cost reduction and efficiency are targetted at (average handling time, etc.) and on the other hand customer service is judged on its contribution to customer loyalty, churn reduction and sales.

In co-operation with T-Mobile Perspective conducts several researches which contribute to a more efficient customer contact. For that purpose we not only look into the interaction with customer service employees, but also into the company processes and contacts with other (self service) channels. Objectives are call reduction and creating an experience which strengthens customer relations.

Topics: First contact resolutions, channel control, feedback and complaint management.

THE FIELD OF EDUCATION

For Microsoft the field of education is an important partner. Developments in this field are first indications of trends and changes regarding the use of software. Today’s students are the company software users of tomorrow.

Perspective conducted expert interviews among ICT decision makers within the fields of higher, secondary and primary education. Which changes do they experience and expect regarding the use of software and users’ needs?

Together with SURFdiensten, SLBdiensten, APS IT-diensten and Microsoft we developed a monitor which annually maps out trends and developments in the field of education. With this monitor predictions are made of future software usage and needs.

Topics: Expert interviews, developing market monitor, market forecasts