Klantreizen: 'We don't remember holidays. We remember moments.'

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Er is een Engels gezegde dat luidt als volgt: 'we don't remember days, we remember moments'. Ons brein kan geen volledige dagen onthouden. Wat we ons herinneren, zijn momenten. Hetzelfde geldt voor klantreizen. Je klant herinnert zich geen hele klantreis, maar herinnert zich momenten in die klantreis. Die wetenschap kun je gebruiken om klantreizen heel gericht te verbeteren en klanten heel gericht blijer te maken. Door in je klantreizen pieken in klantbeleving aan te brengen.
GA VERDER
30 August 2019
listening skills

Boost your career with better listening skills

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listening skills
Frans Reichardt learned the art of emotional listening from his mother. When Reichardt was a boy in the Netherlands, he regularly observed her asking his father about work over the dinner table. “You ask questions, but you don’t know what he’s talking about — or do you?” he recalled asking his mom when he was a teen. Her reply was enlightening: She wasn’t all that interested in what her husband was doing but rather how he was doing.
GA VERDER
23 August 2019