What gives you energy? A great day or complaining? Do you focus on complaints or compliments? Do you ever ask a colleague or customer what you should do to receive a compliment? Strange question, right? But it often leads to an engaging conversation that generates energy.
Customer-Focused or Customer-Friendly?
This is another question Feike likes to put to his audience. More than half choose Customer-Friendly. But is that really the right answer? To get customers, citizens, patients, and colleagues enthusiastic (Feike prefers to call this “Customer Enthusiasm”), it is useful—or actually essential—to know their expectations. That is precisely the essence of being customer-focused. The equally simple and important question is: how can I help you?
Satisfied or Enthusiastic?
Speaking of energy. What happens when you are enthusiastic about your work or an organisation? This is another question Feike likes to put to his audience. “You start talking about it” is almost always the first answer. When you are enthusiastic about something, you naturally want to share it. And you are happy to come back. Feike is a Customer Enthusiasm and “Making Things More Fun” expert, author of six books on customer focus and one book on AI, and has been an entrepreneur since 1995 with his company Houden van Klanten.
Feike is frequently invited to give presentations, workshops, and inspirational sessions. He also supports profit and non-profit organisations that want to focus on getting customers and colleagues more enthusiastic. He does this by using “Making Things More Fun” (the modern form of improvement) to enhance customer focus (which he calls Customer Enthusiasm) and get more out of (existing) customers and employees.
Speaker on Customer Enthusiasm
In 2013, he coined the term “Customer Enthusiasm”. A word that would become a common thread throughout the rest of his career. But it is more than just a word; you could certainly call it a goal. His mission is to help organizations make colleagues, customers, citizens, patients, or students not only satisfied, but preferably enthusiastic.
