{"id":36414,"date":"2016-02-23T09:24:16","date_gmt":"2016-02-23T09:24:16","guid":{"rendered":"https:\/\/www.spotonvision.com\/klantbeleving-verbeteren-zo-doe-je-dat\/"},"modified":"2024-03-15T09:42:04","modified_gmt":"2024-03-15T09:42:04","slug":"klantbeleving-verbeteren-zo-doe-je-dat","status":"publish","type":"post","link":"https:\/\/www.spotonvision.com\/nl\/klantbeleving-verbeteren-zo-doe-je-dat\/","title":{"rendered":"Klantbeleving verbeteren? Zo doe je dat!"},"content":{"rendered":"    <style>\n\n                .dw_single_header_block_wrapper_16af72ed935ccd {\n            padding-top: 0;\n        }\n\n        \n                .dw_single_header_block_wrapper_16af72ed935ccd {\n            padding-bottom: 60px;\n        }\n\n        @media only screen and (max-width: 991px) {\n            .dw_single_header_block_wrapper_16af72ed935ccd {\n                padding-bottom: 45px;\n            }\n        }\n\n        @media only screen and (max-width: 768px) {\n            .dw_single_header_block_wrapper_16af72ed935ccd {\n                padding-bottom: 30px;\n            }\n        }\n\n        \n\n    <\/style>\n\t\n    \n    <div class=\"dw_single_header_block_wrapper_16af72ed935ccd\">\n        <div class=\"dw_single_header_block_background\" style=\"background-color: #FFF8F7\">\n            <div class=\"container center dw_single_header_block_container\">\n                <div class=\"dw_single_header_block_columns\">\n                    <div class=\"dw_single_header_block_column left\">\n                        <div class=\"dw_single_header_block_breadcrumb\"><div class=\"breadcrumbs\"><\/div><\/div>\n                        <div class=\"dw_single_header_block_content title\"><h1>Klantbeleving verbeteren? Zo doe je dat!<\/h1><\/div>\n                                                                    <\/div>\n                                        <div class=\"dw_single_header_block_column right\">\n                        <div class=\"dw_single_header_block_image\">\n                            <img decoding=\"async\" src=\"https:\/\/www.spotonvision.com\/wp-content\/uploads\/2024\/03\/My-Post-2-892x477.png\" alt=\"\" \/>\n                        <\/div>\n                    <\/div>\n                                                    <\/div>\n            <\/div>\n        <\/div>\n                <div class=\"container center dw_single_header_block_author\">\n            <a href=\"https:\/\/www.spotonvision.com\/nl\/author\/ingrid\/\" class=\"dw_single_header_block_author_avatar\">\n                <img decoding=\"async\" src=\"https:\/\/secure.gravatar.com\/avatar\/66e7bdd985c96541a95d59aaa415ce2ebbdafdfe81d0526e9674812c32859200?s=96&#038;d=mm&#038;r=g\" alt=\"\"\/>\n            <\/a>\n            <a href=\"https:\/\/www.spotonvision.com\/nl\/author\/ingrid\/\" class=\"dw_single_header_block_author_date dw_font_firasans s16 w500 h16\">\n                Ingrid Archer &#8211; Published:&nbsp;February 23, 2016            <\/a>\n        <\/div>\n            <\/div>\n\n\n\n<div class=\"wp-block-columns are-vertically-aligned-top is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-top is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\">Binnen veel B2B-organisaties is Net Promoter Score (NPS) inmiddels een geaccepteerd meetinstrument voor het evalueren van de klantbeleving. Maar de \u00e9chte uitdaging is om deze inzichten om te zetten in het daadwerkelijk realiseren van verbeteringen die impact hebben op de klantbeleving. Want wat betekent dit in de praktijk en hoe organiseer je het binnen je organisatie?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Marije van Donselaar (Directeur Marketing Strategy) en Wouter van der Drift (Customer Experience Manager), vertelden je tijdens hun case study op het B2B Marketing Forum hoe zij dit bij Nuon hebben aangepakt. In dit interview lichten ze alvast een tipje van de sluier op.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-waar-gaan-jullie-het-over-hebben-tijdens-jullie-sessie-op-het-b2b-marketing-forum\"><strong>Waar gaan jullie het over hebben tijdens jullie sessie op het B2B Marketing Forum?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cIn 2014 is Nuon Zakelijke Markt gestart met het continue meten en gebruiken van klantfeedback om een betere klantbeleving te kunnen realiseren. In onze case study laten we je zien welke ervaring Nuon Zakelijke Markt heeft met het structureel werken aan klantbeleving en welke effecten dit heeft op de resultaten, kwalitatief \u00e9n kwantitatief.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Tijdens onze sessie gaan we in op het meten van NPS op relationeel en transactioneel niveau. Het toepassen van feedback op strategisch, tactisch en operationeel niveau. Het inrichten van een continue verbeteringsloop en het daadwerkelijk realiseren van verbeteringen in klantbeleving.\u201c<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-wat-zijn-volgens-jullie-de-grootste-zichtbare-trends-binnen-b2b-marketing\"><strong>Wat zijn volgens jullie de grootste zichtbare trends&nbsp;binnen B2B-marketing?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cWe zien een verschuiving van de rol van marketing binnen B2B-organisaties. In plaats van ondersteunend te zijn aan het sales proces, neemt marketing een meer leidende rol van strategie tot kanaalinzet.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Want het lineair verkoop\/relatiemanagement proces waarbij we uitgaan van een \u2018single channel\u2019 benadering is niet meer vanzelfsprekend. Dus de noodzaak van een multichannel benadering waarbij de customer journey leidend is, zal toenemen.\u201d<\/p>\n\n\n    <style>\n\n                .dw_cta_section_block_wrapper_16af72ed93e215 {\n            padding-top: 60px;\n        }\n\n        @media only screen and (max-width: 991px) {\n            .dw_cta_section_block_wrapper_16af72ed93e215 {\n                padding-top: 45px;\n            }\n        }\n\n        @media only screen and (max-width: 768px) {\n            .dw_cta_section_block_wrapper_16af72ed93e215 {\n                padding-top: 30px;\n            }\n        }\n\n        \n                .dw_cta_section_block_wrapper_16af72ed93e215 {\n            padding-bottom: 60px;\n        }\n\n        @media only screen and (max-width: 991px) {\n            .dw_cta_section_block_wrapper_16af72ed93e215 {\n                padding-bottom: 45px;\n            }\n        }\n\n        @media only screen and (max-width: 768px) {\n            .dw_cta_section_block_wrapper_16af72ed93e215 {\n                padding-bottom: 30px;\n            }\n        }\n\n        \n\n    <\/style>\n\t<div class=\"dw_cta_section_block_wrapper_16af72ed93e215 dw_cta_section_block_wrapper light\">\n    <style>\n\n        .dw_cta_section_block_wrapper_16af72ed93e215 .dw_cta_section_block_column.left {\n            max-width: 600px;\n        }\n\n                    .dw_cta_section_block_wrapper_16af72ed93e215.dw_cta_section_block_wrapper { \n                background-color: rgb(108,212,255);\n                background-image: url(https:\/\/www.spotonvision.com\/wp-content\/uploads\/2023\/12\/light_background_repeat.png) !important; \n            }\n\n            .dw_cta_section_block_wrapper_16af72ed93e215 .dw_cta_section_block_gradient {\n                background: rgb(108,212,255);\n                background: radial-gradient(circle, rgba(108,212,255,1) 40%, rgba(108,212,255,0) 100%) !important;\n            }\n            @media only screen and (max-width: 768px) {\n                .dw_cta_section_block_wrapper_16af72ed93e215 .dw_cta_section_block_gradient {\n                    background: rgb(108,212,255);\n                    background: radial-gradient(circle, rgba(108,212,255,1) 60%, rgba(108,212,255,0) 100%) !important;\n                }\n            }\n        \n        \n    <\/style>\n    <div class=\"dw_cta_section_block_gradient\"><\/div>\n    <div class=\"container dw_cta_section_block_container\">\n        <div class=\"dw_cta_section_block_columns\">\n            \n            <div class=\"dw_cta_section_block_column left\">\n                <div class=\"dw_cta_section_block_content cutline dw_font_firasans s16 w400 h26\"><\/div>\n                <div class=\"dw_cta_section_block_content title\"><h2>E-book Customer Journey<\/h2><\/div>\n                <div class=\"dw_cta_section_block_content description dw_font_firasans s16 w300 h26\"><div class=\"entry-content\">\r\n<div class=\"entry-content\">\r\n\r\nDe do\u2019s en don&#8217;ts van de Customer Journey\r\n\r\n<\/div>\r\n<\/div><\/div>\n                <div class=\"dw_cta_section_block_content buttons\">\n                                            <a href=\"https:\/\/www.spotonvision.com\/nl\/resources\/e-book-de-dos-en-donts-van-de-customer-journey\/\" target=\"\" class=\"btn_primary fixed dw_font_firasans s14 w500 h16\">Download<\/a>\n                                                        <\/div>\n            <\/div>\n            <div class=\"dw_cta_section_block_column right\"><\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-waarom-mag-men-als-b2b-marketingprofessional-het-forum-niet-missen\"><strong>Waarom mag men als B2B-marketingprofessional het forum niet missen?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cHet B2B Marketing Forum is exclusief voor B2B-marketeers. Het is dus eigenlijk \u00e9\u00e9n van de weinige evenementen waarbij B2B-marketeers echt bij elkaar kunnen komen om ervaringen en kennis uit te wisselen.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-waarom-moeten-de-mensen-naar-jullie-case-study-komen\"><strong>Waarom moeten de mensen naar jullie case study komen?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cNuon Zakelijke Markt heeft een programma opgezet om structureel te werken aan het verbeteren van de klantbeleving en de klantrelatie. Het programma is specifiek toegespitst op de zakelijke beslisser en de meest relevante gebruikers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Het structureel werken aan klantbeleving hebben wij inmiddels doorgevoerd binnen alle niveaus, in verschillende teams, van strategie tot operatie. Daardoor is onze NPS in 1 jaar met 10 punten gestegen en zitten wij boven het marktgemiddelde in de zakelijke markt.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Binnen veel B2B-organisaties is Net Promoter Score (NPS) inmiddels een geaccepteerd meetinstrument voor het evalueren van de klantbeleving. De \u00e9chte uitdaging is om deze inzichten om te zetten in het daadwerkelijk realiseren van verbeteringen die impact hebben op de klantbeleving. Wat betekent dit in de praktijk en hoe organiseer je het binnen je organisatie?<\/p>\n","protected":false},"author":12,"featured_media":40286,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[59],"tags":[],"class_list":["post-36414","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-journey"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.8 (Yoast SEO v28.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Klantbeleving verbeteren? Zo doe je dat! | SPOTOVISION<\/title>\n<meta name=\"description\" content=\"Net Promoter Score (NPS) is een meetinstrument voor het evalueren van klantbeleving. 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