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Improving customer satisfaction through personalization

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Figure

Figure 1 – Needscope personas (van Hagen, 2009)
Figure 3 – Statistics regarding customer contacts in 2014 (Nederlandse Spoorwegen, 2014a)
Figure 4 – Visits to Mijn NS in 2014 (Internal documents NS)
Figure 6 – Filed claims in case of delay in 2014 (Internal documents Customer Service)
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