presentation kitchen table talk

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WINNING IN A

WORLD OF CHOICE

TAKES A LOT OF

LOVE

FROM CUSTOMER SATISFACTION

TO

FROM SERVICE

TO HOSTMANSHIP

THE ART OF MAKING PEOPLE

FEEL WELCOME

THE ART OF WELCOMING

CLIENTS, COLLEAGUES

AND ONESELFCLIENTS COLLEAGUES

ONESELF

Our Journey into Customer Engagement

New Era of Engagement

Everything we do Is focused on

making youloved by your customers

Everything we do Is focused on

making youloved by your customers

SalesForce

Automation

CustomerServiceSystems

CustomerRelationship

Management

Marketing Online

Leve

l of

Cu

sto

mer

En

gage

men

t

28

29

Everything we do Is focused on

making you lovedby your customers

~ 200.000 leningen

~ 350.000 klanten

~ 5% Marktaandeel

~ 550 medewerkers

Onafhankelijk

intermediair

100% dochter

Rabobank

+83

Carglass

+66

Coolblue

+42

Bol.com

+76

Amazon

+70

Apple

-12-13

2013

2014

-2

+80

USAA

+14

2015

+46

IKEA