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

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