Sometimes life is all about patience and perseverance. Around the Accenture halls I jokingly get called the ‘cheerleader’ due to my North American enthusiasm for ‘customer service’; all that it is and all that it has the potential to become in Holland.
Through my years here in Holland I have met a few individuals on occasion as enthusiastic as myself; however, they all shared one similarity. They didn’t believe there was a way to turn their dream into reality. I was beginning to wonder if anyone here had read the book ’Dromen, durven, doen’….?
Then one fall day in November 2010 I met a man, a man with a dream, and for the first time in many years I could see by the determination in his eyes that this man was determined to turn his dream into reality. This was the day I met Roy Scheerder (Vice President Marketing KLM Netherlands), a man with a dream and a desire to pursue it. KLM Netherlands and Accenture had been working together for many years and had shared many successes together as a result of a trusted partnership. This long term relationship was a core reason why Roy Scheerder turned to Accenture to help him with his new challenge: turning his dream into a reality.
On February 9th Roy will be presenting his story of how KLM Customer Care Netherlands transitioned from a re-active to a pro-active customer service team. A team that works together to deliver exceptional service to its’ customers, a team that works fact based and with predictive models to ensure they can adapt to unforeseen changes in volumes: a team that maximizes the effectiveness of the daily execution through clear communication and strong leadership.
“It’s about changing a non-critical process into a value-adding service for customer and commerce.“
– Roy Scheerder
Don’t miss this opportunity to hear Roy share his dream, and how together with his team, they found the passion and drive to turn the dream into reality. Register today for the Accenture High Performance Marketing Conference: http://www.accenture.com/Microsites/hpmc/Pages/index.aspx
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@Wouter @Leslie not sure if I agree on your point of companies taking customer loyalty for granted. Imho it’s more about companies focussing on either customer acquisition or customer service. As the latter one generally is considered more a cost than an investment, investing in customr acquisition is usually considered more profitable.
I think we need more successfull business cases not only of that of KLM, but also Zappos, Jet Blue or Starbucks (all delivering great customer experience) proving that investing heavily in excellent customer service can also be a great marketing strategy.
I will have to agree with Wouter…Too many companies do take their customer’s loyalty for granted…Hopefully this will change views!! Hope all is well with you.
Nice story, Angela! Unfortunately there are still too many companies that take the loyalty of their customers for granted. I hope Roy’s story at the High Performance Marketing Conference 2012 will transfer his vision to other attendees.
Great inspiration to start 2012 with! I would wish more companies I receive ’service’ from would have this view.. I know Youp does too.