In this day & age, it's the only way to differentiate your service & product from those waiting to be better.
In almost 20 years with experience in management, rethinking structures, processes, tools or systems, I enjoy bringing creativity into operational areas. Bringing order to newly founded teams, or by supporting the change process in reorganization projects, I have turned one of my passions into a key strength. Goal and result orientation combined with a focus on practical solutions to challenges, my pragmatic approach and entrepreneurial understanding have been keys to bringing me to where I am today.
No company plans for the urgent issues that arise in fast, dynamic and young enterprises. As a leader in such environments, performing when the daily business turns stressful needs to be a strong skill. Making sure customers remain satisfied and informed while urgent issues are resolved is a priority.
Customer Care Tech
Yes, I've been around the block, but at my age I'd be ashamed if that weren't the case!
As I am not looking to change roles or employers, a CV is not available
A NEW CS TEAM FOR A NEW SERVICE
Blacklane PASS - Gold Stevie Award 2019
BEST NEW SERVICE OR PRODUCT
Blacklane PASS - Gold Stevie Award 2019
INNOVATION OF THE YEAR
Blacklane Call Manager - Gold Stevie Award 2018
CUSTOMER SERVICE AND SALES
Blacklane - Bronze Stevie Award 2015
CS DEPARTMENT OF THE YEAR
Blacklane - Bronze Stevie Award Germany 2015
Zalando - Bronze Stevie Award 2013
My random thoughts and rants about customer service, technology, trends or other things. I'll try to avoid raving about the latest Netflix show I binge watched.Or will I?
Anybody that knows me, either from a personal or professional perspective, will know that monotony in the workplace is a killer for me. That's the reason why the start-up world is where I enjoy being because monotony is distant - Companies pivot, products change quickly, teams have to grow or shrink faster than elsewhere. This environment of rapid change is where some people, myself included, feel comfortable, and enjoy the…
"It's better to ask for forgiveness, than for permission" You may have heard this saying now and again, it's generally used by people that disrupt, or that know a decision they want to make is correct, but don't have any numbers to drive a consensus. In a world that is becoming more and more data-driven, thanks to increasingly capable Business Intelligence teams, by increasingly available data about users and onsite…
In a steadily evolving world of technology, we have an overload of choice when it comes to systems we can use in the Customer Service world. Even integrations between various systems are no longer a challenge, and software (SaaS too) providers know that such features are no longer just "nice to have". So where do you start when you want to increase efficiency, reduce the amount of tools/systems your staff…
A few months back, I wrote about email being a dying channel for effective customer support, after hearing how a large consumer electronics company was trying to do exactly that. Not being someone that remains comfortable with theoretical practices, and also seeing the issues that email caused for us, I decided to speak to some colleagues as well as the C-level, to see how we as a company feel about…
I usually post things related to Customer Service, Social Media or similar, and this time it's only tangentially related to Customer Care, because that happens to be be the area I'm in. There are many reasons to leave your current employer, it may be because you move on geographically, are looking for a new challenge, or even disappointment in your current role or see a lack of progression opportunities. All…
Although I may be young at heart, physically I'm certainly not, and I grew up in a very much analogue world. The limits of my digital youth were an Atari games console, and later a computer that had a cassette player to load programmes and games. It was only in the mid '90s that I started using mobile phones, that good old StarTAC, and what we would today consider a PC was the late '90s,…
As we kick off 2016 at Blacklane, my 2 year work-anniversary also appears on the horizon. It's hard to believe that I've been here that long already, and time has flown by, much like a Mercedes Benz on a German Autobahn. In late 2015, we started doing rotation days, so that new Blacklane staff members from other departments actually get to experience our customers and drivers in real time, their…
While I haven't been writing much on the Customer Service landscape recently, I have been busy within it. Beyond my daily tasks at Blacklane heading up the Customer Care & Operations team, I've had the opportunity to vistit a few conferences this year, and speak to many colleagues within the industry, and I've noticed a few trends that are shaping the year to come, one of which is the one…
I was recently asked to speak at a conference in Germany, on the subject of Social Customer Care, and that got me thinking about the subject, and about how I (and my team) approach the subject. What a great way to bring my blog back to life, right? So what is this phrase "Social Customer Care" that is used as much as the term "Shit-storm"? Did I miss something, some…