Posts

Dentist customer experience

Dealing with my dentist

0 Comments
/
Dentist customer experience
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
2 January 2023

Buying a picture frame

0 Comments
/
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
7 November 2022
Geldmaat

Customer friendly banking

0 Comments
/
Geldmaat
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
3 October 2022
corporate deafness

A Cure for Corporate Deafness - 7 Steps to Closed-Loop Feedback

0 Comments
/
corporate deafness
In addition to asking customers for feedback, it is just as important to do something with that customer feedback. Let’s take a look at the 7 steps in the closed-loop feedback process:
GA VERDER
3 January 2021
World Map by Matteo Ricci

The Customer Revolution

0 Comments
/
World Map by Matteo Ricci
The new world order in which the customer has the ultimate power to decide about life and death, has consequences for every company. Tomorrow’s winners are those organizations that succeed in giving their customers a voice, in listening carefully to them and in tailoring their products, services, and communication to their wishes. If they succeed in making their customers feel seen and heard, these companies and their customers will enter a beautiful new world.
GA VERDER
4 September 2020
customer says yes

Selling Starts When the Customer Says 'Yes'

0 Comments
/
customer says yes
"The selling starts when the customer says ‘no’". This has become the widely used mantra of self-proclaimed sales experts, who have caused considerable damage to customers’ trust. Selling starts when the customer says ‘yes’.
GA VERDER
18 April 2020
Klantgerichtheid van Zaandam tot Zambia

Klantgerichtheid van Zaandam tot Zambia

0 Comments
/
Klantgerichtheid van Zaandam tot Zambia
Als het gaat om klantgerichtheid, ziet de wereld er voor jouw organisatie waarschijnlijk niet wezenlijk anders uit dan voor andere organisaties in Nederland, Europa of, pak ‘m beet, Zambia. Kun je de inspiratie voor innovatie ook – en misschien wel júist - vinden bij organisaties waarvan je dat in eerste instantie niet verwacht…?
GA VERDER
18 September 2018
customer-oriented culture

A Customer-Oriented Culture Requires Exemplary Behavior

0 Comments
/
customer-oriented culture
One of the aspects of creating a customer-oriented culture is exemplary behaviour. Does the management itself show that it puts into practice what it preaches? Organizations and teams that distinguish themselves positively from others in terms of customer focus are, without exception, led by a leader who also shows that the customer stands on one. Together with the employees.
GA VERDER
4 June 2018

Dear Bank,

0 Comments
/
"Dear Bank" is a personal story about customer experience and customer loyalty. Loyalty from the customer also requires loyalty to the customer. In both good as well as bad times.
GA VERDER
9 December 2015

What You Can Learn From Ryanair's Customer Centricity

0 Comments
/
One of the companies that is often discussed when it comes for its lack of customer centricity is discount airline Ryanair. What do Ryanair's customers think? How do they rate their customer experience?
GA VERDER
4 January 2015