In the digital world, the personal touch is often far away. As a customer, you are a number or you are left to your own devices in, for example, an FAQ or a digital Karin. Yet there are companies that do it. Who are digital and human. This week I was surprised by a bank that [...]
This summer I traveled in China with my 16-year-old daughter and 23 other great travel companions. From Beijing to PingYao, Xian, Chengdu, LiYang, Dali, Kunming, Pingan, Yangzhou and leaving the country from Hong Kong. What a beautiful things we have experienced! Business is booming in China, many products we use come from China, but how [...]
There are those moments when you can't believe what an employee does and says. That you stand in a store totally bewildered and feel as if you have been put to shame as a customer. That you would prefer to say something very angry out of sheer impotence. Do you know that feeling? It was a while ago for me, [...]
In june I visited the Gartner Customer Strategies & Technologies Summit 2015. Besides listening and engaging in sessions and workshops, I hosted a panel discussion titled "For the love of your customers, make employee engagement work!" With this blog I share the insights from this engaging discussion. With me on stage, were two leaders with [...]