What does Schiphol do to unleash the customer? Schiphol looks at the passenger journey and the emotion of the customer. This means that departments have to work together internally and there is cohesion between the departments. In addition, Schiphol employees often go to the airport themselves to interview passengers. This way, the employees know exactly what is going on with customers. In this way, Schiphol puts the customer first. A nice look behind the scenes at Schiphol, but it was not entirely clear to me whether Schiphol has the NPS spirit and whether the customer is really leading the process.
Make sure you understand the customer's perspective
Floor de Ruiter , author of the book Valueframing , shows that people with a different perspective can look at things differently. People often look through different glasses than you do. That is why it is important to put yourself in the shoes of others and to empathize with the mindset of your customer. Mandela is a good example of this. He was not even a very good speaker, but he always prepared himself very well. He empathized with his target group, knew who he was talking to at every speech and could therefore connect exactly with his audience. Floor assumes seven different 'glasses'. Through which glasses do your customers look? It sounds logical and obvious, but I think that few companies take into account the 'type of glasses' of the customer.
Unparalleled service at Knab
boyIn the afternoon there are workshops by Knab Bank , DHL , Eneco and Schiphol. I attended the Knab workshop, among others. This bank is a great example of a company that wants to unleash the customer. René Frijters : “We give our customers the tools to do it themselves and think from the customer’s perspective, we provide unparalleled service and work 100% transparently in your interest.” That sounds great! But can Knab Bank make that happen? If they can, the number of customers will increase rapidly.
The day ended with an inspiring presentation by Daan Roosegaarde about bolivia mobile phone number list innovation. He is a pioneer, artist, entrepreneur and designer. Daan combines craftsmanship with a new vision. In one of his projects he collaborated with Heijmans , with the aim of using light and energy sustainably. This resulted in the Smart Highway with a design such as 'Glowing Lines' (glow in the dark markings) in the road surface. Daan: “You have to dare to combine sustainability and innovation, take them and claim them more often. In the coming years, the relationship between person and product will be overhauled, you can use technology to make something super personal. In addition, we are increasingly sharing and thinking as a network. If you are smart, you facilitate that”.
Daan and Heijmans
Daan does not 'unleash', but 'tickles'. He stimulates companies and parties to do things differently. If you want to innovate, you need an impulse from outside. Daan: "it is not possible to tickle yourself". All the projects he showed look fantastic, are cleverly conceived and he manages to execute them. A golden combination. Enough inspiration today to unleash the customer. Now it is a matter of doing. Where Daan Roosegaarde is the ultimate example: "I do things on the edge of what is and is not possible."
Photo intro courtesy of Fotolia