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Wiebke Wetzel

Customer Experience Training

Together, not top down

How often do managers ask their people about what goes wrong in their company’s processes? And how often do they …Weiterlesen

Wiebke Wetzel8. Juni 2013

What motivates us

Ever now and then I come back to this great video. Not only because of what it tells us but …Weiterlesen

Wiebke Wetzel8. Juni 2013

Start with why

I love the TED conference talks and I spend many Sunday mornings cruising through inspiring talks. One of my all …Weiterlesen

Wiebke Wetzel4. November 2012

Solving a customer’s pain

Hands up if you never had a customer case in which you failed to give the customer what he needed …Weiterlesen

Wiebke Wetzel4. November 2012

Empower employees

About two years ago I read the book „Delivering Happiness“ from Tony Hsieh. He claims that one success factor of …Weiterlesen

Wiebke Wetzel26. September 2012

Business Model Generation

Do you think about starting your own business? Or do you want to understand what is wrong with your employers …Weiterlesen

Wiebke Wetzel15. September 2012

Taking ownership

Do you work for a large and complex company? In that case you may get feedback from customers that your …Weiterlesen

Wiebke Wetzel10. September 2012

Defining moments

One sentence can turn a customer into a promoter or a detractor. With one sentence you may let him know …Weiterlesen

Wiebke Wetzel9. September 2012

Answer a customer’s feedback

Do you send out surveys to your customers? What do you do with the feedback you get? My mom recently …Weiterlesen

Wiebke Wetzel2. September 2012

Voice of the customer

Customer service agents together with the sales team are most likely those in a company who are in closest contact …Weiterlesen

Wiebke Wetzel5. August 2012