Engaged, Loyal or Addicted?

Written by Monique Jansen for Buljan & Partners Consulting

A personal story about my “Nespresso-itis”

Image Source: http://es.globedia.com 

It usually helps understanding the effects of Customer Centricity just by analysing one’s own experiences as a customer. I recently asked myself the following question: Having been a Nespresso customer for more than 3 years and having spent more on coffee then on my mobile phone bills:

  • Is it because of George Clooney?
  • Is it because the coffee is just better than the alternatives?
  • Is it because of their easy to access sales channels?
  • Is it because of the brand image?
  • Is it because of their Customer Centric attitude?

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