About me

Customer Experience | Service Excellence

 

Specializing in customer experience and service excellence, I enable organizations to win the hearts of brand ambassadors. I do so by translating analytics and client feedback into feasible and desirable improvements of the customer journey – putting the customer first without losing out on business objectives and employee interests. I come in where humans and technology meet, hence my logo.

Strategy: omnichannel management, way of working, analytics, KPI’s, governance, innovation
Leadership: training, empowerment, guidance, equivalence, always approachable

Personality

My main drive is to create and see things come to live. I am at my best when I feel that I’m on to something – a smart solution, a root-cause analysis, or a unique concept. When I commit myself to a challenge, experienced or not, the result is likely something beyond the expected. No compliment is more valuable to me than learning that someone felt inspired by it.

I am driven, inquisitive, thoughtful and open-minded. Authenticity, transparency, equivalence and integrity are important values to me. I always listen before I speak.

You will find a lot of my personality being reflected in the Service Experience Alphabet. This is what I stand for.

Professional

I advise on a strategic level and operate on a tactical level, enjoying hands-on involvement just as well. I take initiatives, and have a strong focus on customer experience and the achievement of quality in the broadest sense.

I’ve been a pioneer in social media servicing by developing, successfully implementing, and continuously improving an award winning way of working, which I describe as “being a facilitator, detective and plumber”. At KLM Royal Dutch Airlines, I functionally managed a global team of 200+ agents from 15+ different cultures in applying it. As the liaison between social media, customer experience and media relations, I was responsible for global training, issue management and corporate story lines as well. It raised the bar on the world’s highest standards in online servicing, recognized and replicated across the globe. For KLM, it resulted in a strong brand image, and numerous improvements of services, processes and policies. Internally, it sparked a cultural change. In my last position as Business Manager at UWV , I was responsible for defining and executing the organization’s social media strategy and roadmap.

In 2015, I was involved with defining the purpose of KLM: “moving your world”. It included below short interview in which I spoke about finding the best possible solutions through cooperation, equivalence and empowerment. The quote is also featured in a video for a leadership training by Performance Solutions.

 

 

Communication is the first secondary need in life

“Communication is the first secondary need in life”. I came to that conclusion in 1996, when writing a short essay on cultural differences. Primary needs are the things that keep us alive, like oxygen, water, food and shelter. The way I see it, secondary needs are the things that make us live. And that all starts with communication. Without communication – be it verbal, non-verbal or physical – there would be no expression, including language, interaction, empathy, education, art, science, humor, values or self-reflection. Even love and hate wouldn’t be without it. Progression – and thus customer experience – starts with proper communication. Decline with mis-communication. In my mountaineering days it was our golden rule: “communicate or die”. I believe it is the most important asset in life.

Drop me a line and let’s have coffee.