I achieve progress by putting trust first in the connection between customers and organizations. The result is a win-win for all stakeholders.
Sustainable customer experiences are those experiences that result in lasting engagement and higher loyalty. This requires more than a good product or service portfolio alone. It just as well takes a combination of continuous improvement, sincerity, empowerment, and respect for all that lives. If you deliver on all these aspects, it is a triple win for your business, your customers, and the planet.
STRATEGIC
A strategic framework for proposition and performance management. Determine goals and track collaborative performance.
TACTICAL
The three most essential ingredients of a world class customer service. A simple way of working that any organization can adopt.
OPERATIONAL
Soft skills are the USP in customer-facing roles. Here’s the secret to applying the 26 human powers that can’t be automated.
Creative Customer Experience Strategist
I develop authentic ideas and solutions that result in trust, so that organizations, customers and employees experience a win-win. Trust creates connection, and connection is progress. Focused on purpose-driven service design, I bridge the gap between brand promise, sincere efforts, and actual customer experience.
My strength is an unusual combination of analysis, creativity and a strategic view. I have a holistic approach and make stakeholders feel heard, by carefully merging facts, opinions, interests and possibilities. I am driven by a talent and strong desire to create, and was shaped by life lessons in customer centricity and integrity. I do what I promise and I listen before I speak.
With that, it is my ambition to have a positive impact on a sustainable balance between people, planet and profit.
Simon Sinek has become known for his Golden Circle: the idea that “people don’t buy what you do; they buy why you do it”. He stimulates organizations to find their “Why”, and express this is their Purpose statement. I came to realize that Why and Purpose are not the same, so I wrote him an open letter.
It has been well over a year since the Covid-19 pandemic took our full attention. For obvious reasons, healthcare has been postponing economic ambitions in most countries, and many businesses are having a hard time to survive. So why would you still invest in offering a sustainable customer experience?
Last week, the WHO formally declared the Corona (Covid-19) outbreak a pandemic. The economic impact of the virus is unprecedented and dramatic. Ironically, the environmental impact of its resulting lockdowns is quite positive: lower carbon emissions, less smog, and more time for your kids and nature walks. In the longer run, however, the impact is likely to be the far opposite. With so many companies struggling to survive, all resources will be needed to repair or rebuild the business. No surplus left to spend on charity or sustainability. Still, there is reason to be hopeful as well.
