Let your head wave!

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In the locker room of the gym where I train, there’s a sentence on the wall: **“YOU ARE THE BEST PROJECT YOU WILL EVER WORK ON.”** This applies to your muscles and to your business. Good craftsmanship requires maintenance. Not only of your tools, but also of your mind.
GA VERDER
10 maart 2026
LinkedIn

Pisslink(ed)

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LinkedIn
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
20 september 2025

War language

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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
21 juli 2025

Customers

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'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
21 maart 2025

Chatbot mess

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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
27 januari 2025
Frans Reichardt speaking at NIMA Congress

Aggressive Customers - How to Keep Your Customer Service Team Motivated

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Frans Reichardt speaking at NIMA Congress
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
19 januari 2025

Delicious!

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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
3 januari 2025

The ultimate app

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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
21 oktober 2024
Frans Reichardt speaking at NIMA Congress

3 Pillars That Will Keep Your Brand Attractive to Customers, Employees, and the Rest of the World

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Frans Reichardt speaking at NIMA Congress
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
21 oktober 2024

Oiled

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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
21 september 2024