Director at TCS Pace
Delft, the Netherlands
Joined December 2010
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Check out my latest article: The mind of customers, users, employees linkedin.com/pulse/mind-cust… via @LinkedIn
Melvin Brand Flu retweeted
Check out my latest article: Mass patient activation and commitment in e-healthcare linkedin.com/pulse/mass-pati… via @LinkedIn
Check out my latest article: Sweet apples and cold showers: How to convert Guest Experiences into Customer Loyalty linkedin.com/pulse/sweet-app… via @LinkedIn
Check out my latest article: Create Relational Experiences (RX) to activate and empower customers, users, and patients linkedin.com/pulse/create-re… via @LinkedIn
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 retweeted
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: liveworkstudio.com/insights/… #cx #experience #servicedesign
Melvin Brand Flu retweeted
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
Melvin Brand Flu retweeted
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: liveworkstudio.com/training/… #doersconf @doersconf #doers2019
Melvin Brand Flu retweeted
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 liveworkstudio.com/collectio…
Melvin Brand Flu retweeted
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: liveworkstudio.com/cases/ext… #
Melvin Brand Flu retweeted
As always @marziaarico rocked the show! 🤘👏 Can't get enough? Her slides are right here 👇 liveworkstudio.com/collectio… Establishing a #servicedesign practice in large organisations. #doers2019 #doersconf @doersconf
Melvin Brand Flu retweeted
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 linkedin.com/feed/update/urn…
Melvin Brand Flu retweeted
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 linkedin.com/feed/update/urn…
Melvin Brand Flu retweeted
Proud that we have so many people gathered in our studio #humanizing #smartcities of the 21st century. @roscamabbing taking the stage @Liveworkstudio
Melvin Brand Flu retweeted
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"
The benefits of CX decline over time. Repetition without alteration has the power to erode any great experience. @jankoenders liveworkstudio.com/insights/…
Melvin Brand Flu retweeted
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
Melvin Brand Flu retweeted
Customer Journeys and Customer Lifecycles: what's the difference? liveworkstudio.com/blog/cust…
Melvin Brand Flu retweeted
Our vision is a world where mental wellbeing services are distributed into the environments where people already are. Find @jennbage's slides from #rformsache here: liveworkstudio.com/collectio…
Melvin Brand Flu retweeted
Instead of viewing customer engagement as an additional cost, organisations should look at it as an opportunity to preempt costly issues or service failures, and explore new business opportunities.
liveworkstudio.com/themes/cu…
Melvin Brand Flu retweeted
The benefits of CX decline over time. Repetition without alteration has the power to erode any great experience. @jankoenders liveworkstudio.com/insights/…