2. 80% of the companies believe
they provide superior services,
only 8% of the customers agree
*Seven Things You Need to Know About Marketing in the 21st Century, World Business,
James Allen and Rob Markey, Bain & Company, 2006
9. “…this is just theft”
(Mario, customer of HTM)
“What bothers me most is
that they don't respond…”
(Miezelien, customer of Connexxion)
“I forgot to check
out and tried to catch the
bus with my bike ...”
(Carola tries to check out…)
10. Power to the people
“overpaid charges
may not end up in the pockets
of the shareholders …”
(Farshad Bashir, Member
of Parliament)
11. 'A brand is a collective
perception in the
minds of consumers'
Faris Yakob
37. Valuable insights
• New customer segmentation to
inform passengers on the platform
• New key moments to classify the
platform situation
• 10 relevant behavior patterns defined