Empower SMEs to know "how to do the work before going to work": A strategic approach for ING to enhance the ING - SME relationship

This thesis delves into the existing relationship dynamics between SMEs and ING, an incumbent Dutch bank and global financial services provider. In collaboration with ING, the study aims to illuminate the nuances of this ING – SME relationship. Despite ING’s overarching mission to empower individuals and businesses, a noticeable gap persists...

A strategic design approach for attracting and retaining Generation Z: Redesigning Yonderland’s fading loyalty programs into a paid membership service that is tailored to Gen Z

This Master’s thesis investigates strategies for Yonderland, Europe's largest premium outdoor retailer, to attract and retain Generation Z, a demographic not previously targeted by the company. Through extensive research, including qualitative and quantitative methods, a literature review, interviews with stakeholders, and multiple creative...

From ambivalent to ambassador: communicating the advantages of Crisp’s supply chain, to convert latent consumer loyalty into absolute consumer loyalty

The industry of e-grocery shopping has experienced significant growth in recent years, as more existing supermarkets are finding ways to provide their customers with products through the online envrionment, as well as new companies being created in the industry. Crisp is one of those new companies. They are a Dutch online supermarket,...

Modeling the Natural Decay of Delight in Product Attributes and its Impact on Customer Satisfaction

This thesis explores the dynamics of customer satisfaction and its relationship with product attributes while modeling the natural decay of delight associated with these attributes. The research analyzes online reviews of Philips Airfryers to provide valuable insights for businesses aiming to enhance customer satisfaction and remain competitive...

Q: A communication platform establishing customer loyalty, using gratitude

Marqt is a supermarket located in the conurbation of the Netherlands. In fifteen stores they sell over three thousand products that fit their ideology; ‘making choices together with respect to our environment, the animals and our health’. Marqt enterprises the conventional grocery sector and tries to convey the above stated message by offering...

Connecting with customers: A service for RIKILT Laboratory Quality Service

The world population is increasing and ageing. This causes an increasing demand for healthy and protein-rich food, putting pressure on food producers to increase their volumes. Sometimes this goes at costs of quality, or even safety. As a result more food safety incidents occur. Therefore the control of food and feed safety and quality is very...

The relationship between employee satisfaction and customer satisfaction

How bol.com can improve its return policy to increase purchase intention and customer loyalty

This project was conducted on behalf of bol.com and as a graduation project for the master Strategic Product Design at Delft University of Technology. The goal of this project was to improve the customer experience of bol.com’s return policy. Research found that the Dutch online shopper is generally unsatisfied with the return policies of Dutch...

Increase customer loyalty and online net sales share through the use of smart devices

Hilti is a worldwide supplier to the construction industry and their ambitions are to expand bonding with its customers and increase online net sales share percentages. Furthermore Hilti wants to explore the possibilities on creating additional products or services based on smart devices. An extensive research has been performed to be able to...

Customer Satisfaction Modelling for Mobile Data Services

During the last years, Mobile Network Operators (MNO) have focused more on customer retention and customer loyalty, than on attracting new customers as a strategy to achieve growth in a saturated market that has a high number of competitors. One of the main factors leading to customer retention and customer loyalty is suggested to be customer...

"Attracting Generation Y to the Shell Retail brand and stations": Development of a digital CVP concept

This thesis provides an overview of the results of a graduation project at Shell which was focused on researching Generation Y, those born between the late seventies and mid nineties. Results of the various research stages were subsequently leveraged towards identifying opportunities for Shell in using (digital) technology to reach out to this...

A Human Powered Fitness Bicycle: Generating electricity in fitness clubs

On the initiative of Michael Weber, a cooperation has started between the Delft University of Technology (Faculty of Industrial Design Engineering, department Design of Sustainability), the Rotterdam Climate Initiative and Creditz (Michael Weber). Together they have set the goal to reduce the energy needs of fitness clubs by utilizing human...