Customer experience is hot. You can perfectly Industry Email List organize the customer journey on paper, but how do you get your employees on board? With a customer-oriented organizational culture you directly contribute Industry Email List to your own and consistent customer experience. But what exactly does it mean, what are best practices for this and how do you ensure a good transformation to customer focus among employees? To answer these questions, we took a look behind the scenes at AFAS Software and the Municipality of Industry Email List The Hague, two organizations that are at the forefront in this area and can serve as inspiration for other organisations.
With the software user as customer of Industry Email List AFAS and the citizen as 'customer' of the municipality, you can think that the strategies of these organizations are far apart. That turns out to be OK. We contacted Britt Breure (HR Manager at AFAS) and Anneke Aanstoot (Domain Manager Customer Contact, Quality and Learning Industry Email List at the Municipality of The Hague), to look for common ground. We share the most important learnings in this article in the form of six concrete tips for everyone who considers good service to be Industry Email List important. britt-breure-anneke-offensive Left: Britt Breure (AFAS). Right: Anneke Aanstoot (Municipality of The Hague.
Ensure support at the top of your Industry Email List organization It is crucial that management sees customer experience as a top priority. For example, inspiring customers and employees is of paramount importance to the management of AFAS. For example, Bas van der Veldt , the CEO, works one day a year in the support center to handle incidents. The purpose of this is twofold: on the one hand to stay involved with the support center and Industry Email List to show that they are considered important within the company. On the other hand, to speak to customers themselves and to critically reconsider why AFAS does things in a certain way. “And Industry Email List set a good example,” says Britt. Also read: Conversational customer experiences? Use symbols of extremism.