{"id":8710,"date":"2020-10-13T12:26:47","date_gmt":"2020-10-13T12:26:47","guid":{"rendered":"https:\/\/dialoggroup.eu\/interview-sidney-brouwer\/"},"modified":"2022-07-26T08:17:32","modified_gmt":"2022-07-26T08:17:32","slug":"interview-sydney-brouwer","status":"publish","type":"post","link":"https:\/\/dialoggroup.eu\/interview-sydney-brouwer\/?lang=en","title":{"rendered":"Interview Sydney Brouwer"},"content":{"rendered":"
[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”4.4.7″][et_pb_fullwidth_header title=”Create memorable memories” _builder_version=”4.6.5″ title_font=”||||||||” title_text_align=”center” title_font_size=”40px” title_line_height=”1.4em” background_image=”https:\/\/dialoggroup.eu\/wp-content\/uploads\/2020\/10\/smileys.jpg” custom_padding=”62px|||0px|false|false” title_text_color_tablet=”” title_text_color_phone=”” title_text_color_last_edited=”on|phone” title_font_size_tablet=”” title_font_size_phone=”26px” title_font_size_last_edited=”on|phone”][\/et_pb_fullwidth_header][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.22″][et_pb_row _builder_version=”4.5.1″ custom_margin=”41px|auto||auto||” custom_padding=”4px|0px|27px|0px|false|false” global_module=”8719″][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” custom_padding__hover=”|||”][et_pb_testimonial author=”Sydney Brouwer” job_title=”Author & Speaker on Customer Experience & Customer-Centricity ” portrait_url=”https:\/\/dialoggroup.eu\/wp-content\/uploads\/2019\/10\/sydney-brouwer.png” _builder_version=”4.6.1″ _module_preset=”default”]<\/p>\n
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Everything is different and yet it is not. Perhaps the biggest change is that everything takes place even faster digitally. Faster than it already was. You can make even more of a difference with people. I notice that people crave the reconnection with other like-minded people, precisely because we haven’t been able to do that all these months. At the end of the day, we are group animals and we need social interaction. That’s still the way it stays. And that accelerated digitization is a godsend and an addition, but it always goes hand in hand with human interaction. Together, this ensures an optimal customer experience. According to Sydney Brouwer, speaker and specialist in the field of customer focus and customer experience. Sydney Brouwer takes us into his view of customer experience in the light of today. He explains how you as an organization can make yourself aware of the customer experience that you create for your customers. Do you offer top service to your customers? Or is there room for improvement?<\/p>\n
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If an organization takes extra time to listen to your situation and helps you in a specific way, you can now make an even bigger impact than for Corona. For the past six months and certainly the year ahead, we as people and organisations are going to have to do things differently than we did before. I see the current period as an opportunity for organisations to do things differently. Because let’s face it: if you have to do things differently, you better start doing things more customer-oriented. If you move one step closer to the customer, in times when organizations are mainly concerned with themselves, you will soon be two steps ahead.<\/p>\n
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And if there’s one thing we’ve seen in the last period of time, it’s that you can actually make a difference. All initiatives towards care and the elderly from various organizations. Take, for example, the pick-up points jumbo created at healthcare institutions so that caregivers didn’t have to go to the supermarket after work. It’s possible. Unfortunately, this is often an exception rather than a rule. And yet that’s crazy, because providing that service is generally in us as people. It is often the rules, protocols and systems that make us not feel the space to take that extra step to ensure an optimal customer experience. Whereas during Corona we’ve seen that we can. <\/span><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.6.5″ text_font=”Raleway|300|||||||” text_font_size=”18px” text_line_height=”1.8em” custom_padding=”|0px||||” hover_enabled=”0″ inline_fonts=”Raleway” sticky_enabled=”0″]<\/p>\n I would occasionally recommend organizations to deliberately set up customer experience glasses. I myself may do that a little too much (my girlfriend sometimes goes crazy) but it makes you aware of your own customer experience. The moment you do this, you’re also going to see more quickly what can be done differently in your own organization. An example: I just got back from vacation. We went to Denmark with a stopover in Germany. We had booked a hotel in an Old Town. When we had to pick up the key at the front desk and the employee told us that we had to go to the top floor, I could already estimate that this would be somewhat annoying. It was 29.5 degrees in the room. There was no air conditioning. The windows bordered a square full of terraces. So there’s a noise. I walked downstairs and asked, ”do you have another room? The windows can’t open because of the noise and there is no air conditioning.” Unfortunately all the rooms were occupied. ”Do you probably have a mobile air con, a fan?” Unfortunately these were already used by the other guests. And at that moment, I looked over her shoulder into the office behind her. There was a fan buzzing. I point to it and look at her asking. “I can’t give it to customers, sir, this one’s for the staff.” That gave me an insight. Customers are not in the first place here, employees are in the first place. This is exactly why you always have to put the customer on one. Eventually, after a threat to leave, we got that fan. But the bad impression had already been aroused.<\/p>\nFrom time to time put on a customer experience glasses<\/span><\/h2>\n