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 will be the new USP in service. The 26 human characteristics that service bots don’t have, and how to apply these.
Creative Customer Experience Strategist
There was a time when I traveled a lot – as a flight attendant at KLM, and occasionally as a mountain climber. Living from a suitcase or backpack, I had the privilege of experiencing how special and versatile our planet is. During that time I learned two important lessons: the power of being customer-centric, and the importance of sustainability. I also came to realize that all progress starts with trust.
Trust creates connection, and connection is progress. I achieve progress by putting trust first in the connection between customers and organizations. In doing so, I bridge the gap between brand promise, genuine efforts, and actual customer experience. Focused on purpose-driven service design, it is my ambition to have a positive impact on a sustainable balance between people, planet and profit.
My holistic approach is to carefully fuse facts, opinions, interests and possibilities into original concepts, concrete solutions, and clear communication. Because therein lies my strength: the habit of exceeding expectations by combining analysis, strategy, intuition and creativity. The result is a win-win for all stakeholders.
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.
We seem to be in the Age of Everything: the Age of the Customer, the Age of Artificial Intelligence, the Age of Data, the Age of Digital Transformation, the Age of Disruption, and so on. If there is one thing these ages have in common, it is their focus on delivering memorable customer experiences. But with a lack of integrity, experiences are destined to vaporize. Welcome in the Age of Trust.
