customer centricity

Typically, direct contact with customers is delegated to the lowest in rank in the company. Front desk employees. Customer service agents. But why would you? How can you delegate the most important thing, building a relationship with your customers, to people who are too often (management’s fault, not theirs) underpaid, under-experienced, under-involved and not empowered? […]


So, here’s a story I have been sharing quite a while now. It involves a travel company, Disma Reizen and it’s founder Werner van Disseldorp. Disma and Werner van Disseldorp aren’t just a normal travel company and a normal founder. Disma Reizen has won numerous travel awards for its service excellence (amongst others – ‘travel agency of the […]

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