{"id":4264,"date":"2018-03-04T12:00:23","date_gmt":"2018-03-04T12:00:23","guid":{"rendered":"https:\/\/www.fransreichardt.nl\/?p=4264"},"modified":"2019-01-11T06:49:53","modified_gmt":"2019-01-11T06:49:53","slug":"geloof-hoop-liefde","status":"publish","type":"post","link":"https:\/\/fransreichardt.com\/nl\/geloof-hoop-liefde\/","title":{"rendered":"Klantgericht ondernemen met geloof, hoop & liefde"},"content":{"rendered":"

\"\"Bijna honderd leden en gasten van het Platform voor Klantgericht Ondernemen kwamen op 13 februari jl. naar de Haagse Hogeschool voor de inspiratiesessie \u2018Customer Engagement door Employee Delight\u2019<\/em>.\u00a0Avondvoorzitter\u00a0Christine De Lille, Lector en Professor Innovation Networks bij de Haagse Hogeschool en TU Delft, vertelde in haar inleiding hoe de klant als kompas kan dienen\u00a0bij het verbeteren van processen en het ontwikkelen van\u00a0lovable services<\/em>.\u00a0Hierna luisterden we naar de praktijkervaringen van KLM, VacanceSelect en Koninklijke Gazelle.<\/p>\n

KLM<\/h3>\n

Mooier kon het contrast haast niet zijn. Het grote, trotse\u00a0KLM\u00a0dat in al zijn volwassenheid\u00a0nog steeds ontwikkelt en vernieuwt.\u00a0Thirza Schaap, director Customer Experience, vertelde hoe KLM vanuit Simon Sineks adagium \u2018Customers will never love a company until the employees love it first\u2019<\/em>\u00a0werkt aan\u00a0employee delight<\/em>\u00a0en de effecten hiervan meet met de\u00a0Employee Promoter Score.<\/p>\n

VacanceSelect<\/h3>\n

VacanceSelect\u00a0gelooft in een mooie toekomst, maar dan moest het roer wel rigoureus om. Dat gebeurde en VacanceSelect betrok hiervoor zelfs een ander pand. In die nieuwe\u00a0inspirerende omgeving ervaren medewerkers nu elke dag zelf de vakantiebeleving van de klant.\u00a0Eveline Erkelens, Customer Expert Europe, beschreef de transitie van\u00a0VacanceSelect en hoe in agile teams wordt gebouwd aan een n\u00f3g klantgerichter organisatie.<\/p>\n

Koninklijke Gazelle<\/h3>\n

Koninklijke Gazelle\u00a0maakte een mooie omslag van dealerdenken naar klantdenken, waarin de dealer nog steeds een belangrijke rol vervult.\u00a0Bob van Hulst, Manager Customer\u00a0Service Center, vertelde hoe het 125 jaar jonge bedrijf veranderde van een bedrijf dat heel goed was in het produceren van fietsen voor de dealer in een bedrijf dat zich richt op\u00a0degene die op de fiets zit, de klant. Om te komen tot verbetering haalt Gazelle zelfs klagende klanten in het bedrijf.<\/p>\n

Klantgericht ondernemen: bergen verzetten<\/h3>\n

Klantgericht ondernemen is een uitdaging. Soms kunnen organisaties als een berg opzien tegen de veranderingen die nodig zijn om te komen waar ze willen zijn. Wat de\u00a0verhalen van KLM, VacanceSelect en Gazelle ons leerden, is dat we met geloof, hoop & liefde – voor medewerkers en klanten – de grootste bergen kunnen verzetten.<\/p>\n

Frans Reichardt
\nVoorzitter Platform voor Klantgericht Ondernemen (PvKO)<\/a><\/p>\n<\/span>","protected":false},"excerpt":{"rendered":"

Leden en gasten van het Platform voor Klantgericht Ondernemen kwamen bijeen voor de inspiratiesessie \u2018Customer Engagement door Employee Delight\u2019.\u00a0KLM, VacanceSelect en Koninklijke Gazelle vertelden hoe de klant als kompas dient\u00a0bij het verbeteren van processen en het ontwikkelen van\u00a0lovable services.<\/p>\n","protected":false},"author":3,"featured_media":4269,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[207,208,206,209],"class_list":["post-4264","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-nederlands","tag-customer-engagement","tag-employee-delight","tag-klantgericht-ondernemen","tag-platform-voor-klantgericht-ondernemen"],"yoast_head":"\nKlantgericht ondernemen met geloof, hoop & liefde - Frans Reichardt - The Customer Listener<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fransreichardt.com\/nl\/geloof-hoop-liefde\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Klantgericht ondernemen met geloof, hoop & liefde - 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