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Cut the crap - How to build experiences that truly matter
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Cut the crap. CX thought leader Frans Reichardt urges CX leaders to shift from crafting momentary joy-inducing customer experiences to improving fundamental processes – streamlining customer journeys, ensuring transparent communication, and prioritizing employee engagement – that truly matter in the eyes of your customers.GA VERDER

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

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

Herb butter

“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

Dealing with my dentist

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

Buying a picture frame

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

How I Discovered the Power of Listening | Podcast

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

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

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

The Customer Revolution

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