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Available in:

NL & EN

DO YOU WANT TO INCREASE SUCCESS AND GROWTH?

THEN DELIVER CUSTOMER DELIGHT

SYSTEMATICALLY. IT LEADS TO POSITIVE EFFECTS AS:

INCREASED

LOYALTY

POSITIVE WORD

OF MOUTH

HIGHER SHARE

OF WALLET

INCREASED EMPLOYEE

ENGAGEMENT

CUSTOMER

DELIGHT

CUSTOMER DELIGHT = the continued enthusiastic feelings a client holds towards your organization.

For years, customer satisfaction has been used as a KPI. Satisfaction measures the extent to which you meet the expectations of your client. However, it has been discovered that customer satisfaction does not predict future behavior.

It does not create loyalty nor does it encourage positive word of mouth.

You can tie customers to your organization by exceeding expectations, by making them enthusiastic.

You can create this enthusiasm with:

Meaningful relationships and
Compelling experiences.

FUN

FACTS

Increase of profit with 1% more client retention.

57%

Of B2B-companies will differentiate with exceptional services
in 2020 (against quality 33% and price 9%).

73%

Of clients will pay up to 7% more for a product when delighted.

80%

Of positive reviews are done by Delighted Clients.

TOOLS & SERVICES

As a consultant, Marieke van der Laan assists organizations implementing their Customer Delight strategy. She has developed 4 tools for that:

Marieke van der Laan assists organizations implementing their Customer Delight strategy with:

Consulting: For the Customer Delight strategy to succeed over time, it is important to integrate Customer Delight in the corporate culture. Marieke advises on this.

Training & Coaching: Create top teams by maximizing Customer Delight skills of frontline employees and team leads. Marieke helps to unleash their potential.

Dynamic and interactive presentations: All employees will be informed, inspired and incited to create Customer Delight for external and internal clients.

Marieke has developed 4 Customer Delight tools which she uses in her interventions.

Discover them by clicking on the icons below:

Heartbeat	Social Delight	FAIR Method	Customer Delight Circle

BOOKS

CLICK ON THE BOOKS FOR MORE INFORMATION, FREE SAMPLES OR ORDER YOUR COPY RIGHT NOW!

Available in:

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Available in:

NL & EN

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MARIEKE

VAN DER LAAN

Marieke van der Laan is passionate about Customer Delight and works as a senior consultant, trainer & coach and key note speaker since 2008. Marieke’s mission is to guide organisations during their transition to becoming customer centric.

She supplies strategical as well as motivational input and will help you to make people want to go above and beyond for customers.

Her ability to effectively move front-line staff to action is based on her experience as a practitioner for over 20 years working with organizations in several countries in South East Asia and Europe.

These two books will help you to implement the Customer Delight strategy.

"Positief Verrast" is a practical handbook for leaders of frontline staff and owners of SMEs. It is full with tips, tricks tools and examples. You can start coming Monday.

"YOU make the difference" is a workbook for Front Line staff. It inspires your employees to get to action in a clear and playful way. The book is available in English and in Dutch.