{"id":36485,"date":"2019-07-22T09:36:10","date_gmt":"2019-07-22T09:36:10","guid":{"rendered":"https:\/\/www.spotonvision.com\/bewaak-customer-experience-door-de-keten\/"},"modified":"2024-03-15T09:05:40","modified_gmt":"2024-03-15T09:05:40","slug":"bewaak-customer-experience-door-de-keten","status":"publish","type":"post","link":"https:\/\/www.spotonvision.com\/nl\/bewaak-customer-experience-door-de-keten\/","title":{"rendered":"Hoe bewaak je de customer experience door de hele keten?"},"content":{"rendered":"    <style>\n\n                .dw_single_header_block_wrapper_16aeb4c9989c58 {\n            padding-top: 0;\n        }\n\n        \n                .dw_single_header_block_wrapper_16aeb4c9989c58 {\n            padding-bottom: 60px;\n        }\n\n        @media only screen and (max-width: 991px) {\n            .dw_single_header_block_wrapper_16aeb4c9989c58 {\n                padding-bottom: 45px;\n            }\n        }\n\n        @media only screen and (max-width: 768px) {\n            .dw_single_header_block_wrapper_16aeb4c9989c58 {\n                padding-bottom: 30px;\n            }\n        }\n\n        \n\n    <\/style>\n\t\n    \n    <div class=\"dw_single_header_block_wrapper_16aeb4c9989c58\">\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>Hoe bewaak je de customer experience door de hele keten?<\/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\/67136397_m-scaled-1-892x541.jpg\" 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;July 22, 2019            <\/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\">Business partners die van invloed zijn op je customer experience, veel B2B-bedrijven hebben ermee te maken. Doe jij je uiterste best om jouw klant een wow-ervaring mee te geven, gooit een partner binnen de journey van jouw klant wellicht ongevraagd roet in het eten.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">SPOTONVISION organiseerde een ronde tafel sessie waarin customer experience centraal stond. Tijdens dit event deelden aanwezigen van onder meer Schiphol, Afas en DAS hun ervaringen met elkaar. Alle partijen hebben in hun <a href=\"https:\/\/www.spotonvision.com\/customer-journey-mapping-en-ontwikkelingen\/\">customer journeys<\/a> te maken met partners die de experience van hun klanten be\u00efnvloeden.<\/p>\n\n\n    <style>\n\n                .dw_cta_section_block_wrapper_16aeb4c99913fb {\n            padding-top: 60px;\n        }\n\n        @media only screen and (max-width: 991px) {\n            .dw_cta_section_block_wrapper_16aeb4c99913fb {\n                padding-top: 45px;\n            }\n        }\n\n        @media only screen and (max-width: 768px) {\n            .dw_cta_section_block_wrapper_16aeb4c99913fb {\n                padding-top: 30px;\n            }\n        }\n\n        \n                .dw_cta_section_block_wrapper_16aeb4c99913fb {\n            padding-bottom: 60px;\n        }\n\n        @media only screen and (max-width: 991px) {\n            .dw_cta_section_block_wrapper_16aeb4c99913fb {\n                padding-bottom: 45px;\n            }\n        }\n\n        @media only screen and (max-width: 768px) {\n            .dw_cta_section_block_wrapper_16aeb4c99913fb {\n                padding-bottom: 30px;\n            }\n        }\n\n        \n\n    <\/style>\n\t<div class=\"dw_cta_section_block_wrapper_16aeb4c99913fb dw_cta_section_block_wrapper light\">\n    <style>\n\n        .dw_cta_section_block_wrapper_16aeb4c99913fb .dw_cta_section_block_column.left {\n            max-width: 600px;\n        }\n\n                    .dw_cta_section_block_wrapper_16aeb4c99913fb.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_16aeb4c99913fb .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_16aeb4c99913fb .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-wie-is-verantwoordelijk-voor-de-customer-experience\">Wie is verantwoordelijk voor de customer experience?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Neem bijvoorbeeld Schiphol. Reizigers hebben het idee dat alles wat zij tegenkomen op Schiphol onderweg naar hun vakantiebestemming, wordt verzorgd door Schiphol zelf. Niet dus! Alleen de auto die je parkeert op het terrein van Schiphol is een dienst van Schiphol zelf. De check-in, de douane, de bagagecheck, de winkels, horeca en de vliegreis zelf, worden allemaal verzorgd door business partners van Schiphol. Zo zijn deze zakelijke relaties met Schiphol gezamenlijk verantwoordelijk voor de totale customer experience van een reiziger. In een eerder artikel op Emerce over <a href=\"https:\/\/www.emerce.nl\/achtergrond\/customer-journey-project-kent-geen-einde-alleen-begin\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>, werd ook Schiphol toegelicht.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-over-silo-s-en-schuld\">Over silo\u2019s en schuld<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Binnen de B2B-markt wordt er helaas nog veel in silo\u2019s gewerkt. Jij kunt jouw customer experience prima op orde hebben, maar dat hoeft niet te gelden voor jouw partners.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Neem een voorbeeld uit de telecombranche. De aanschaf van een telefoon en abonnement doe je tegenwoordig online bij een telefoonprovider. Hiervoor hoef je niet meer naar de winkel. Het toestel wordt thuis of op kantoor afgeleverd. Het bestelproces loopt perfect. Maar de koerier die jouw telefoon komt brengen, komt niet op tijd en heeft ook nog eens een blauwe variant van het toestel mee, in plaats van de bestelde zwarte telefoon.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Waar doe jij jouw beklag? Juist, bij de telefoonprovider waar jij jouw bestelling hebt geplaatst. Echter, de telefoonprovider heeft jouw bestelling in goede handen doorgegeven aan het magazijn en de koeriersdienst, waarna vervolgens de klant bedienen. De klantervaring is verprutst! Wiens schuld is dit?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-tip-breng-de-gehele-journey-in-kaart\">Tip! Breng de gehele journey in kaart<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Ga met je partners om tafel zitten en bespreek de customer journey. Het blog \u2018<a href=\"https:\/\/www.spotonvision.com\/optimaliseer-in-5-stappen-je-contentmarketingstrategie\/\" target=\"_blank\" rel=\"noopener noreferrer\">In 5 stappen naar een customer journey<\/a>\u2019 kan je hierbij op weg helpen. Soms is het nuttig om naast de gehele journey ook mini- of micro journeys in kaart te brengen voor een specifiek onderdeel. Voorkom echter dat zo\u2019n micro journey alleen jouw deel van het hele proces beslaat. Dan verval je namelijk weer in een silo. Dit komt de totaalbeleving van de klant niet ten goede.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Beschrijf een gedetailleerd het proces. Wanneer vindt er een hand-over plaats naar een partner? En wat zijn de verantwoordelijkheden van iedere partij? Maak gebruik van beschikbare data, ook die van jouw partners, en meet en verbeter!<\/p>\n\n\n    <style>\n\n                .dw_cta_section_block_wrapper_16aeb4c9996b2e {\n            padding-top: 60px;\n        }\n\n        @media only screen and (max-width: 991px) {\n            .dw_cta_section_block_wrapper_16aeb4c9996b2e {\n                padding-top: 45px;\n            }\n        }\n\n        @media only screen and (max-width: 768px) {\n            .dw_cta_section_block_wrapper_16aeb4c9996b2e {\n                padding-top: 30px;\n            }\n        }\n\n        \n                .dw_cta_section_block_wrapper_16aeb4c9996b2e {\n            padding-bottom: 60px;\n        }\n\n        @media only screen and (max-width: 991px) {\n            .dw_cta_section_block_wrapper_16aeb4c9996b2e {\n                padding-bottom: 45px;\n            }\n        }\n\n        @media only screen and (max-width: 768px) {\n            .dw_cta_section_block_wrapper_16aeb4c9996b2e {\n                padding-bottom: 30px;\n            }\n        }\n\n        \n\n    <\/style>\n\t<div class=\"dw_cta_section_block_wrapper_16aeb4c9996b2e dw_cta_section_block_wrapper light\">\n    <style>\n\n        .dw_cta_section_block_wrapper_16aeb4c9996b2e .dw_cta_section_block_column.left {\n            max-width: 600px;\n        }\n\n                    .dw_cta_section_block_wrapper_16aeb4c9996b2e.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_16aeb4c9996b2e .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_16aeb4c9996b2e .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>Hulp nodig met 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\nLaat ons je helpen met de reis van jouw klant.\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\/hoe-wij-helpen\/inzicht-in-kopers-strategie\/customer-journey\/\" target=\"\" class=\"btn_primary fixed dw_font_firasans s14 w500 h16\">Ja, help mij<\/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-klantcontactstrategie-gezamenlijk-afstemmen\">Klantcontactstrategie gezamenlijk afstemmen<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Bepaal je klantcontactstrategie met het klantperspectief als uitgangspunt. Je klanten zien \u00e9\u00e9n merk en \u00e9\u00e9n organisatie. Bepaal samen met partners hoe je omgaat met de contactenmomenten van je klant. Wie is je doelgroep is en hoe wil je dat klanten contactmomenten ervaren. Ook de basiszaken, zoals het gebruik van \u2018u\u2019 of \u2018jij\u2019, stem je hierin af.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-meten-is-weten\">Meten is weten<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Vervolgens ga je aan de slag met een nulmeting voor je klanttevredenheid. Hoe ervaren jouw klanten de customer experience momenteel en op welke punten in deze journey kun je verbeteren? Doe ook dit samen met jouw partners. Veel B2B-bedrijven maken gebruik van een Net-Promotor-Score (NPS) op verschillende onderdelen van de customer journey. Meet deze NPS regelmatig, het liefst real-time, zodat je processen en de klantbeleving kunt blijven optimaliseren.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-een-goede-experience-begint-bij-inzicht-in-de-customer-journey\">Een goede experience begint bij inzicht in de customer journey<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Hulp nodig bij het krijgen van inzicht in jouw customer journey en die van jouw partners? In het e-book \u2018De do\u2019s en don\u2019ts van de customer journey\u2019, krijg jij praktische tips waar je direct mee aan de slag kunt. <a href=\"https:\/\/www.spotonvision.com\/resources\/e-book-de-dos-en-donts-van-de-customer-journey\/\" target=\"_blank\" rel=\"noreferrer noopener\">Download het <u>hier<\/u><\/a>.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Business partners die van invloed zijn op je customer experience, veel B2B-bedrijven hebben ermee te maken. Doe jij je uiterste best om jouw klant een wow-ervaring mee te geven, gooit een partner binnen de journey van jouw klant wellicht ongevraagd roet in het eten.<\/p>\n","protected":false},"author":12,"featured_media":40405,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[59],"tags":[],"class_list":["post-36485","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>Hoe bewaak je de customer experience door de keten? | SPOTONVISION<\/title>\n<meta name=\"description\" content=\"Partners die van invloed zijn op je customer experience, veel B2B-bedrijven hebben ermee te maken. 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