{"id":4368,"date":"2018-07-11T19:59:38","date_gmt":"2018-07-11T19:59:38","guid":{"rendered":"https:\/\/www.fransreichardt.nl\/?p=4368"},"modified":"2019-01-11T06:49:28","modified_gmt":"2019-01-11T06:49:28","slug":"blije-klanten-start-peak-rule","status":"publish","type":"post","link":"https:\/\/fransreichardt.com\/nl\/blije-klanten-start-peak-rule\/","title":{"rendered":"Blije klanten en de ‘start-peak rule’"},"content":{"rendered":"

\"BlijeWeet je hoe een lusje aan een horlogebandje heet? Dat is een \u2018passantje\u2019. Ik heb dat nooit geweten, totdat afgelopen weekend het tweede lusje van mijn horlogebandje brak nadat onlangs het eerste lusje het had begeven. Het bandje was verder nog intact, maar de \u2018passantjes\u2019 waren overleden. Dus wandelde ik afgelopen zondag in de warme zomerzon naar de juwelier in het centrum van de stad.<\/p>\n

Glimlach<\/strong><\/h3>\n

Voordat ik door de glazen deur stapte, viel mijn oog op een deursticker met de tekst: \u2018Wij filmen voor uw en onze veiligheid. \u00a0Dus glimlach!\u2019
\nMet een glimlach stapte ik de aangenaam koele winkel binnen. Daar werd ik welkom geheten door een medewerker, ook met een glimlach, die mij ook nog eens aan precies d\u00e1t horlogebandje kon helpen dat ik in gedachten had. Het bandje werd ter plaatse vervangen. Nog geen vijf minuten later was dat gedaan en mocht ik \u20ac49 afrekenen. \u201cDat is meer dan 100 gulden\u201d, ging even door mijn hoofd. Ik heb nog steeds de rare gewoonte bedragen waarvan ik even schrik, om te rekenen naar guldens. Waardoor ik nogmaals schrik. Toch verliet ik tevreden de winkel die ik met een glimlach was binnengestapt.<\/p>\n

Start-peak rule<\/strong><\/h3>\n

Customer journey technisch gezien, was mijn bezoek aan de juwelier een aaneenschakeling van positieve klantervaringen: het begon al bij binnenkomst en de warme ontvangst, het product van mijn voorkeur en het ter plaatse vervangen van het oude horlogebandje. Het afrekenen was weliswaar even pijnlijk, maar al met al was ik tevreden en kom ik er zeker terug. Ik zal deze juwelier zeer waarschijnlijk zelfs aanbevelen bij een vriend of collega.
\nMijn positieve houding is in hogere mate be\u00efnvloed door de positieve emoties aan het begin van de klantreis dan die enkele negatieve tegen het eind. Er lijkt hier sprake van een\u00a0start-peak rule<\/em>\u00a0in plaats van de welbekende\u00a0peak-end rule<\/em>.<\/p>\n

Klantgeluk<\/strong><\/h3>\n

De komende maanden genieten wij, professionals in klantgericht ondernemen, van een welverdiende vakantie. We laten het werk even achter ons en genieten van rust, gaan op reis en gaan van klantervaring naar klantervaring. Bij het benzinestation, op het vliegveld en in dat fijne restaurantje waar je met een glimlach (en wat zachte dwang) naar binnen bent gelokt.
\nMisschien is het leuk om er eens op te letten hoe vaak en in welke mate je klantbeleving wordt be\u00efnvloed door de ‘start-peak rule’, de eerste momenten van klantgeluk. Waar is er sprake van een warm welkom en begint jouw klantreis met een glimlach? En wat kun je in jouw organisatie doen met de start-peak rule, zodra je weer terug bent van vakantie? Wie weet, kom je behalve uitgerust ook op en top ge\u00efnspireerd en gemotiveerd terug van vakantie.<\/p>\n

Met een glimlach wens ik je een mooie zomer. Let your sun shine!<\/p>\n

Frans Reichardt | de Klantenluisteraar | Spreker over Klantgerichtheid & Klantbeleving<\/p>\n

Nieuwsgierig naar meer? Download gratis mijn e-book ‘Komt Een Klant Bij De Dokter’<\/a><\/p>\n<\/span>","protected":false},"excerpt":{"rendered":"

Bij een bezoek aan de plaatselijke juwelier werd mijn klantervaring in hoge mate be\u00efnvloed door de positieve emotie aan het begin van de klantreis. 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