Posts

"Talking about customer focus is easy. But what are you going to do?"

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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
2 July 2023
herb butter customer experience

Herb butter

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herb butter customer experience
“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
6 February 2023
Dentist customer experience

Dealing with my dentist

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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
Peanut butter customer experience

Peanut butter

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Peanut butter customer experience
I am too early for my appointment. Out of curiosity, I decide to visit the toko, an Indonesian grocery store, next door. From the outside, it doesn't look terribly attractive. That means nothing. A good store can be hidden behind a colorless facade. It does not necessarily have to look good to be good.
GA VERDER
5 December 2022

Buying a picture frame

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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

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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
How Your CX Listening Mindset Can Make This World a Better Place

How Your CX Listening Mindset Can Make This World a Better Place | Podcast

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How Your CX Listening Mindset Can Make This World a Better Place
As a customer experience professional, you are a connector by nature. You connect your organization, your brand with its customers. Wouldn’t it be great if you could take your professional listening skills to the next level?
GA VERDER
15 February 2021
How I Discovered the Power of Listening

How I Discovered the Power of Listening | Podcast

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How I Discovered the Power of Listening
In this blog post, I share a personal story about how I discovered the power of listening. You will also learn what I mean by 'corporate deafness', and how brands can become listening brands, and how a listening mindset will help teams transform into listening teams and will help you become a listening leader.
GA VERDER
20 January 2021
corporate deafness

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

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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

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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