Melvin Brand Flu

Director at TCS Pace

[Melvin Brand Flu @MelvinBF]

Check out my latest article: The mind of customers, users, employees https://t.co/n6qnwNykQk via @LinkedIn

[R-Intervention @RIntervention2]

Check out my latest article: Mass patient activation and commitment in e-healthcare https://t.co/i02csUaaeR via @LinkedIn

[Melvin Brand Flu @MelvinBF]

Check out my latest article: Sweet apples and cold showers: How to convert Guest Experiences into Customer Loyalty https://t.co/zcQASFXoXM via @LinkedIn

[Melvin Brand Flu @MelvinBF]

Check out my latest article: Create Relational Experiences (RX) to activate and empower customers, users, and patients https://t.co/dMX7C2K4T2 via @LinkedIn

[Melvin Brand Flu @MelvinBF]

Character is reflected in how you leave. I am not a George W. Bush fan, but I love the humanity and simplicity of George W.'s words in the letter he left Obama.

[Melvin Brand Flu @MelvinBF]

@vodafoneNL Ik ben in Paramaribo Suriname. Het kan ook de lokale provider zijn. Alleen ik ben de enige in het hotel met dit probleem

[Melvin Brand Flu @MelvinBF]

@vodafoneNL Ik heb al een paar uur geen toegang tot een netwerk hier in Suriname. Kunt U controleren of er iets aan jullie kant niet goed is ingesteld? Het nummer is 0655767278. Ik kan alleen online communiceren. Bedankt.

[Melvin Brand Flu @MelvinBF]

@vodafoneNL Ik heb toegang to WiFi. Mijn iPhone 7 kan geen provider vinden en geeft de melding "no service".

[liveworkstudio @Liveworkstudio]

These five clusters are very useful in understanding people’s expectations and behaviour when they interact with service providers. How people cluster experiences in their life: https://t.co/K5fhBSoisf #cx #experience #servicedesign

[liveworkstudio @Liveworkstudio]

Brilliant energy and a full house at the Livework #SDGC19 masterclass in Toronto yesterday. Exploring the power of behavioural interventions in service design with @Anne_has_it and @roscamabbing. A big thank you to all the fantastic participants! #nudge #behaviour @SDNetwork

[liveworkstudio @Liveworkstudio]

Enjoyed @marziaarico's talk on establishing a service design practice in large organisations? Then you'll love the 2-day advanced training she and @roscamabbing will give in Rotterdam in 3 weeks. Only 5 seats left: https://t.co/aTTBqyYC2w #doersconf @doersconf #doers2019

[liveworkstudio @Liveworkstudio]

Service design requires a multispeed approach to grow in organisations. It is important to understand and respect the timing required by different groups to grow across different stages of maturity. @marziaarico @doersconf #doers2019 #doersconf https://t.co/ukD6VHkAad

[liveworkstudio @Liveworkstudio]

Research shows that design delivers tangible #value to business. Staying ahead, driving financial performance, and influencing key business metrics. Our work with @Gjensidige illustrates the value of #design. @marziaarico @doersconf #doers2019 Case: https://t.co/m3e5aKQBRJ #

[liveworkstudio @Liveworkstudio]

As always @marziaarico rocked the show! 🤘👏 Can't get enough? Her slides are right here 👇 https://t.co/ukD6VHkAad Establishing a #servicedesign practice in large organisations. #doers2019 #doersconf @doersconf

[Wim Rampen 💬 @wimrampen]

I will share some case studies that provide a good peek into how customer centric transformation is shaped.

Here’s one I didn’t expect when I started at ⁦@Liveworkstudio⁩

#customercentricity #transformation #servicedesign #horses #farrier https://t.co/7ThLoe9Tzm

[Wim Rampen 💬 @wimrampen]

Another great example: A leading Nordic #insurance provider, doubled call center sales and reduced churn by 50%. On the Norwegian Customer Satisfaction Barometer, they jumped from number 77 to 11 in just 4 years.

#customercentricity #transformation https://t.co/Ucba8hIMGz

[Wim Rampen 💬 @wimrampen]

Proud that we have so many people gathered in our studio #humanizing #smartcities of the 21st century. @roscamabbing taking the stage @Liveworkstudio

[Wim Rampen 💬 @wimrampen]

Key takeaways from @TheLiveworker Jan Koenders to ponder:

"Loyalty is not a guaranteed outcome of great CX"

"True loyalty is elicited through two-sided relationships rather than one-sided experiences"

"The customer doing more benefits both themselves and your organisation"

[Erik Roscam Abbing @roscamabbing]

For our London @Liveworkstudio Office I’m looking for an executive level consultant capable of expanding our cliënt portfolio through developing lasting client relationships. 10+ year experience in #servicedesign #innovation and/or #strategy consulting. #vacancy #london

[liveworkstudio @Liveworkstudio]

Customer Journeys and Customer Lifecycles: what's the difference? https://t.co/gI1vyQEdeH