My guest post for NEXT Service Design, Berlin

As a human, as a professional and as a person I aim to elicit responses from people. That is the reason why I have been in customer service for almost 35 years. And may be that is one of the reasons why I use social media and blogs that extensively. In customer service one truly … Continue reading My guest post for NEXT Service Design, Berlin

From user needs to (nice graph)

Found at http://www.frankwatching.com/archive/2012/07/26/cut-the-crap-hoe-maak-je-een-goede-recruitmentsite-voor-gen-y/ Nice starting point. But i missed the customer experience as a result of. And life is of course much more complicated in a multi channel environment! Still highly recommended. Photocredit: http://literarycoffee.tumblr.com/ Related articles The First Step in Creating a Great Customer Experience The 4C's of the Conversation Company by steven van belleghem Big Data Advances in … Continue reading From user needs to (nice graph)

Will HR-policies reflect the new job requirements of knowledge workers?

The first assumption I make here is that knowledge workers are passionately interested in the return on investment of their activities (value-added work, non value added work or my nightmare work required by unfunded mandates). The second assumtion I make is - based partially on my own behavior and experience - that these workers focus … Continue reading Will HR-policies reflect the new job requirements of knowledge workers?

Leadership is governed by principles

Yes, incorporated in this blog because of the statement principles govern. No more words  needed. Principles govern. Source: http://www.leadershipexcellenceblog.com/?p=209 Even before the first issue of Leadership Excellence was published 25 years ago in May 1984, I was working with Stephen R. Covey on articles and white papers that would later appear in chapters of The … Continue reading Leadership is governed by principles