customer service Archives

Posted by Polle de Maagt

05/03/2017

3 min read

Little big details: Your CEO as a customer service agent.

Typically, direct contact with customers is delegated to the lowest in rank...

Culture Little big details

Posted by Polle de Maagt

13/06/2012

3 min read

A tribute to Air New Zealand's Drew

Making a difference to a customer isn’t about big things. It sometime...

Best practices Blogposts

Posted by Polle de Maagt

23/11/2011

3 min read

Business from a 365 day return policy. The Zappos business case.

Consumers are lazy. And that’s pretty much the business case behind Zappos’...

Best practices Blogposts

Posted by Polle de Maagt

18/11/2011

4 min read

What would you do with a 30.000 euro customer? The NMBS, NS and one-sided loyalty.

There aren’t many brands I spend more time with than the Belgian...

Blogposts Worst practices

22/06/2011

5 min read

My growing dilemma with bad customer service. Consumer conversation management.

Let me tell you a little story first. I stayed in a...

Blogposts

Posted by Polle de Maagt

04/03/2011

3 min read

Thank you? Let's open a support ticket for that.

I forgot most of the polite manners and etiquette my parents and...

Best practices Blogposts Little Big Acts

Posted by Polle de Maagt

18/02/2011

1 min read

"Commit acts, not ads" for InSites Consulting

[slideshare id=6969692&doc=20110218cmrd-110218022255-phpapp01] These are pretty interesting times. Advertising, marketing, customer service and...

Presentations posts

Posted by Polle de Maagt

27/08/2010

7 min read

The thin line between a "personal assistance fee" and just bad customer service

This morning, when I bought my ticket at the NMBS Europe (Belgian...

Blogposts

Posted by Polle de Maagt

22/08/2010

2 min read

The story of Johnny the Bagger

It must be the worst case movie ever, but it still seems...

Best practices Blogposts Little Big Acts