It has been a while since I completed my study international marketing. I forgot a lot of what I was taught there. But what's seared in my brain are Kotler's 4 P's: Price, Place, Product and Promotion. They have been repeated again and again and I know them as the marketing mix. All browsing [...]
There is so much going on when it comes to customer experience. I see brilliant initiatives, professionals, strategies, projects and transformations going on at my clients and I read all your stories on LinkedIn. It makes me smile and as a CX colleague, it makes me proud. We are all on our way to deliver [...]
That's no way for a lady to talk, is it? No, it's not. Sorry in advance. But sometimes it slips my mind. Steam comes out of my ears, when I'm looking for the answer on a website. If I get lost in the Frequently Asked Questions again. FAQ is a widely accepted English term in the [...]
"Good morning, ma'am. Would you like to fly with us to Holland?" A big smile on his face shows he's having fun. His female colleague behind him, looks with a tight face at a point somewhere 20 centimeters above my head and ignores my "Good morning this morning". As I sit in my chair - [...]
More and more, I come to the conclusion that this is the missing link in many businesses and a must have when it comes to customer experience. The need for clear promises to customers. To see if this is an issue in your company, please try to answer these questions: How does your company or [...]
Twice recently I have received a call from an unlisted number. Often these are sales calls, I know. If I check my history, it is from a newspaper or a credit card company. The phone rings again and when I see the secret number, I hesitate. Maybe something happened to my parents [...].
"All for fun and fun for all." Does this appeal to you or would you rather go on a heavy metal cruise? Would you like to go on holidays with a cruise company who is really clear on what to expect? Let me take you on a cruise and learn about Customer Experience in the [...]
How are your resolutions going? Eating healthier, doing more sport, drinking less or - very hip - rigorously tidying up? That is what Marie Kondo's book "Opgeruimd!" is all about. The Japanese preaches that you should be able to shake things up, because a tidy house is a tidy head. The most important question when tidying up and [...]
"It can't go on like this! That's what I roared when I heard that my daughter of 19 was already earning less per hour than her boy colleagues at the chip shop where she has a side job. It is time for ACTION. That was the motivation to say YES to the programme 'Wat verdienen je?' of BNNVARA which will be broadcasted on Monday.
It is that time of year. Especially in the Northern hemisphere, where it is the heart of winter. It is dark when you wake up and also when you return home from your office, the sun has set - if the sun has even shown her face at all during the day... Since most of [...]