The Buyer’s Balance

What your customers want
to share with you

Order from the publisher
Order on Amazon

Who is Bert Paesbrugghe

Our founder, Prof. Bert Paesbrugghe, wrote a book on customer-centricity. It is based on his award-winning research (20th winner of the American Marketing Association best PhD Dissertation), and will guide you through the steps of making an organization more customer-centric. It is published by Owl Press (Borgerhoff & Lamberigts) in January 2025. The book is available in the main book shops in Belgium, and via the webshop of the publisher, and on Amazon. Write us if you want to buy a signed book.

A brief overview of the chapters

1 ABC: Always Be Customer-centric, without CX-washing

2 Balance is what creates healthy business relationships

3 How to think like us?

4 You are probably not strategic to us, and that is okay

5 Manage our expectations so that you can meet them

6 Link our needs to valuable customer value

6.a We care about our turnover

6.b We care about reducing cost

6.c We care about reducing risk

7 Your value delivery is being tested on its consistency

8 Technology vs ‘tech, but no logic’

9 Embrace shared feedback: it is your best chance for retention

10 Close the loop, and continue improving