Speaker Customer Focus - Niek vd Adel

Experience expert, Entrepreneur

1,5 hour

NL, EN

Success,
Sales and customer focus,
Hospitality,
Customer experience

Connect,
Inspire,
Motivate

Sure ... we can talk about how to create an organization with customer excellence, hostmanship, the 9+ NPS experience ... We can make it as complicated as we want. But let's start with the basics. Being nice to each other, to our visitors and to our customers, it doesn't really have to be any harder than that. It's not about working harder, but working from your heart.

What can you expect?
Customer focus, mercy, customer friendliness, also known as hospitality, is of enormous importance to any organization. In fact, it doesn't even matter what industry you operate in. At a bank, in a supermarket, in education or in healthcare: we just don't know how to treat each other, our customers and our visitors very well anymore.

Niek will take you by the hand as a speaker on customer focus and teach you and your colleagues:
- get more happy employees and customers
- get back to the essence of your profession
- work on future skills
- get intrinsic motivation and a power boost
- understand why culture is the key to a legendary customer experience.

How customer-centric are you? Both business and personal?
Customer focus actually applies to many situations throughout our lives, and it's in the smallest things. When you hear someone say "good morning" out loud on the train, you know it can only be the conductor, right? Everyone else present is silent and prefers to avoid contact.
Is that a bad thing? No, it's actually quite funny. It's just sometimes good to discuss with each other what we consider normal customer-oriented and hospitable behavior. Maybe not so much the American "How are you? But what then? When you start work, do you pour coffee just for yourself? Do you sit down at your computer or do you stop by all the offices to say hello first? As a customer focus speaker, Niek also often finds himself in situations like this. Because be honest: do you still say hello to the receptionist every morning?

Customer focus in practice; Connection and rascal behavior
Niek can draw on 15 years of hospitality experience. From dishwasher to cook, from waiter to host, from café to star business, from cleaner to owner. In his role speaker customer focus, he enjoys telling stories about what we can learn from the hospitality industry. What is service - and is it still of our time? What can be done and where it sometimes goes horribly wrong?
At all the events where Niek speaks, it's really only about one thing: connection. Connection with our customers and each other, because haven't we lost that a bit (read: a lot) in recent years? There are more (technical) systems, protocols and rules than ever. Organization and employees are just paralyzed by this. It's time to get out of this system world and time for rascal behavior that is!

From ambition to ambassadors. That's customer focus.
Many organizations have the ambition to become more customer-centric and create more enthusiastic customers. So they do NPS research, map customer journeys, improve touch points and provide training to the people who have daily customer contact. However, to achieve sustainable gains in customer experience, more is needed. As a customer focus speaker, Niek believes that only one thing is important: 'winning outside is starting inside'.
The key to enthusiastic customers and employees is building a customer-centric culture. A culture that encourages and facilitates customer focus. A culture that involves everyone in helping customers a little better every day. After all, this is not only a task of the people on the front line, but of everyone in the organization. Everyone in the company has a direct or indirect impact on the customer experience. The organizations that win customers' hearts in the coming years are those that succeed in building and maintaining a customer-centric culture. That is the future.

Customer focus comes from the heart Not from the calculator
Think you can make money quickly by investing in a better customer experience? No, it's not the fastest and easiest road to more sales and profits. It is, however, the best and most sustainable way! It simply takes time to make the necessary changes in culture, products, processes and services. But it pays for itself in the end.
As a customer focus speaker
niek goes to work with you
As a customer-focused speaker, Niek is keen to give executives, entrepreneurs and directors the tools to build and strengthen a customer-focused culture. As an inspirational speaker on customer focus, Niek has been advising Dutch (and international) business on leadership issues and culture management for over 15 years. He supervises leadership programs and coaches top entrepreneurs and executives. Would you like to help your colleagues become (more) customer focused? Book Niek as a customer focus speaker. Together we'll get to work!

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