Building bridges


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 enjoyed jungle treks in Brazil, snorkeling in Malaysia, and safaris in Kenya. I experienced the hospitality in Syria and the confidence of Australian farmers. And nowhere did nature command more respect than in a hurricane wind at 6,000 meters.

But beyond all that beauty I witnessed the guileless and disrespectful side of humanity – with regard to the earth, and to each other. How we judge without understanding, and pretend ownership of “our” planet. I also came to understand the inconvenience of twelve hours in an airplane seat. I realized that learning starts with listening, and that progress starts with trust.

World champion

Later as a reputation manager at KLM, I developed and led groundbreaking ideas on social media servicing. At the core were customer-centricity, sincerity and transparency – but above all, an open mind. There are two sides to each story, and criticism can be embraced. If you genuinely care about your customers, it will pay off with their confidence and a solid brand reputation. With that, KLM became world champion on social media for four consecutive years.

Over the years, I have experienced first-hand what it is like to give and receive full confidence – how much energy, inspiration and decisiveness this brings about. But I have also experienced that trusting someone else can make you vulnerable – how much impact it has when trust is damaged because it is handled carelessly. I have felt how commitment, integrity, loyalty and hard work do not always result in reciprocity. But above all, I have experienced what you get in return when you, as a person or as an entire organization, create and deliver trust.

And that is what I have made my job.

Purpose & Ambition

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 the ambition to have a positive impact on a sustainable balance between people, planet and profit.

In my time off I enjoy nature photography .


Let’s have coffee


Let’s connect

Jochem van Drimmelen