Polle de Maagt
Polle de Maagt
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Browsing Tag

customer service

9 posts
LLittle big details

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

  • 05/03/2017
Typically, direct contact with customers is delegated to the lowest in rank in the company. Front desk employees.…
BBlogposts

A tribute to Air New Zealand’s Drew

  • 13/06/2012
Making a difference to a customer isn’t about big things. It sometime is just a really really small…
BBlogposts

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

  • 23/11/2011
Consumers are lazy. And that’s pretty much the business case behind Zappos’ 365 day return policy. The return…
BBlogposts

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

  • 18/11/2011
There aren’t many brands I spend more time with than the Belgian and Dutch railways (NMBS and NS).…
BBlogposts

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

  • 22/06/2011
Let me tell you a little story first. I stayed in a hotelroom last night at a large…
BBlogposts

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

  • 04/03/2011
I forgot most of the polite manners and etiquette my parents and teachers deperately tried to brainwash me…
PPresentations posts

“Commit acts, not ads” for InSites Consulting

  • 18/02/2011
These are pretty interesting times. Advertising, marketing, customer service and market research are blending and create new opportunities.…
BBlogposts

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

  • 27/08/2010
This morning, when I bought my ticket at the NMBS Europe (Belgian Railways) counter, I was charged 7…
BBlogposts

The story of Johnny the Bagger

  • 22/08/2010
It must be the worst case movie ever, but it still seems a remarkable story. A grocery store…
Polle de Maagt
By Polle de Maagt, Ministry of World Domination
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