Customer-centricity. It often turns out to be a lot easier said than done. Professional speaker and ‘customer listener’ Frans Reichardt unravels the secrets for us on the way to a satisfied customer. He is pleased with the service provided by the taxi world. “Something really happened there.”GA VERDER

“Sligro,” my girlfriend says out of the blue when she strokes her knife over the herb butter. It is a warm summer evening, and we are at the restaurant De Waterraaf in the marina of Nauerna, a village that connects Zaanstad with the North Sea canal. We have reserved a table outside on the terrace, with a view of water, boats, and grebes. There is no wind, and the water is a mirror. My mind wanders. In my head, sentences form a poem.GA VERDER

My dentist has not kept up with the times. He has no website. No email. No WhatsApp. The practice can only be reached by telephone in the morning between half past seven and half past eight. Not on Friday, because then the office is closed and unreachable.GA VERDER

I am too early for my appointment. Out of curiosity, I decide to visit the toko, an Indonesian grocery store, next door. From the outside, it doesn't look terribly attractive. That means nothing. A good store can be hidden behind a colorless facade. It does not necessarily have to look good to be good.GA VERDER

Saturday afternoon. We are in Leiderdorp, and my girlfriend suggests going to the discount store around the corner. The bustle in the store is reminiscent of the bustle in Oxford Street just before Christmas. There is even a queue for the shopping carts.GA VERDER

I suddenly realize I still must withdraw money. A little further on, there is a bank office. The ATMs on the street are gone. I have to go inside. When I walk into the bank, I see that the interior has been redone. It now looks more like a designer furniture showroom than a bank.GA VERDER

“This is a scam.” That’s the first thing I think when I read the letter in which the Chamber of Commerce threatens me with measures because my invoice has been “open for more than 60 days.” It is the beginning of a journey through the customer hell of the Chamber of Commerce.GA VERDER

As a customer experience professional, you are a connector by nature. You connect your organization, your brand with its customers. Wouldn’t it be great if you could take your professional listening skills to the next level?GA VERDER

In this blog post, I share a personal story about how I discovered the power of listening. You will also learn what I mean by 'corporate deafness', and how brands can become listening brands, and how a listening mindset will help teams transform into listening teams and will help you become a listening leader.GA VERDER