I'm done with this. You know that feeling? Accepting a LinkedIn invitation, and your gut feeling is already telling you: don't do it. I used to click on 'Accept' anyway. Because I didn't want to be rude, and hey, the more the merrier. New connections, new opportunities. Until it turns out I've opened my door to someone who's only looking to sell me something.GA VERDER

The geopolitical unrest demonstrates that diplomatic codes also exist for communication surrounding major conflicts. Frans Reichardt is already looking ahead: what can you do if customers start using belligerent language towards customer service?GA VERDER

'Send me a message! I'll reserve your spot right away' I read on LinkedIn and then I knew for sure: I have an allergy to diminutives.GA VERDER

It all starts so nicely. She sends me a message first, and I answer. She responds, I make a joke, and she answers quickly and wittily. Chatbot Hanneke gives me the feeling that I am communicating with a human being of flesh and blood.GA VERDER

Aggressive customers. In this article, CX thought leader Frans Reichardt presents the findings from a survey among customer contact employees, revealing significant concerns over customer aggression and its link to employee burnout. It discusses the implications of aggression and offers strategies to boost employee engagement and mitigate negative impacts.GA VERDER

The big bang of customer contact? Advertising. Online advertising, outdoor advertising, letterbox advertising, advertising on TV and radio, transport advertising, including advertising on your own van or truck.GA VERDER

Assumptions are dangerous. I am standing outside my hotel in Milngavie, Scotland, which is pronounced 'mulguy' there, by the way, but you can call it Milngavie; they just have to spell it correctly. A little further away, a man and a woman are bent over a smartphone. They point at the screen.GA VERDER

How do you keep your brand attractive to customers and employees? CX Thought Leader Frans Reichardt explores how integrating Customer Experience (CX), Employee Experience (EX), and Societal Experience (SX) creates a compelling brand appeal. He stresses the importance of a holistic approach in fostering sustainable practices, enhancing worker satisfaction, and improving customer interactions to achieve lasting brand loyalty.GA VERDER

While cleaning out my kitchen, I came across a bottle of peanut oil with a best before date of 12/2021. 'Best before' makes my brain go haywire. That reads as 'best before and therefore actually much longer'.GA VERDER