WELCOME
Welcome on my channel www.sylviahendriks.com. I am a Dutch CX business developer with a proven track record in boosting business by aligning your brand identity with what your customers expect and experience when doing business with you (and after). On this channel I share my passion, knowledge, experience, best practices and broad network to help you boost your business and grow in leadership that comes with it.
On this channel you can find :
- Inspiration
- Best practices
- Snackable videos
- CX-pro programmes
- CX-leadership programme
- Network collaboration platform
ABOUT ME
My name is Sylvia Hendriks. I live in the Netherlands and as a Dutchie yes I greet closed friends & family with three kisses on the cheek, I have a practical approach in solving problems and every now and then I dress in orange to celebrate our National successes. True :-). I am born and raised in Maastricht, a city where the French flair is palpable. Enjoyment with a capital letter, that characterizes the city. Where people celebrate life with good conversations, good food, traditions, energy, cheerfulness, friendliness ... that is the common thread and characterizes me, also in my work. I started working in the financial industry. Not so much the content but what you can do with it for customers drives me from that very start. I specialized from Marketing to Change Management to Customer Experience. And thus built up knowledge and baggage to get 'inside' moving and to help in thinking and acting from the customer's point of view. Why? Because impersonal service, lack of attention and incomprehensible processes that customers are sometimes rushed through, itch and gnaw. Because I don't like people being treated as 12 in a dozen but as the 13th that feels seen, understood and pleasantly treated when doing business with brands. I like to put a big smile on customer faces and the employees delivering this experience. Make them highly recommend your brand, service & products by people, also their loved ones. Besides that ... I like to boost business and this is a proven model to boost up your business too. Are you ready?
MY STORY
My story starts with a career in the financial sector.
Not so much the content but what you can do with it for customers drives me from that very start. I specialized from Marketing (telling who you are, which products and services you provide and in which you distinguish yourself) to Change Management (how do I move 'inside' to fulfill the brand promises) to Customer Experience (what does the customer experience in the daily interaction of your brand promises).
In 2017 and the following three years I became responsible for the Customer Experience within APG, a pension provider for 9 pension funds. I started working with a CX strategy that fits the pension fund and then it was trial and error to get the organization in motion to implement this. Do not get me wrong; most people in your organization want to, but don't know how to give substance to the desired customer experience. And that is exactly where I want to share my knowledge and experience with you.
'Cause I've set to make a CX strategy work; from brand identity to brand values, measuring the customer experience, developing customer journeys, continuous improvement on a closed feedbackloop, ambassador programme, driving change throughout the organization with to a story that touches the heart and head and a leadership programme. In three years' time, more than 400 employees were trained in CX and 1,000 employees were given a role in the desired change to a customer-centric organization. An important part of this was the transformation to an agile IT organization in which 55 teams started working in an agile way in two years, where customer validation is now the standard.
The result?
A major raise in the Customer Effort Score from 55 to 81 in just three years. We als managed a raise of 20% in the transactional NPS scores in key customer journeys. Along with this happier and engaged employees with shared customer centric values.
In 2018 I started my entrepreneurship in guiding small and larger organizations in their transformation to a customer-centric organization. From this I have built up a broad and varied network that, like me, wants to do business based on the same shared values; guts, bold and non-ego with only one goal: to make a real impact on people's lives by providing personal attention and kindness in the interaction and relationships with employees and consumers.
BOOST YOUR BUSINESS
I can help you with the (re)design of your digital and personal services from the perspective of your customers. And if needed, together with you, define a personal touch based on your brand identity. Boosting your organizational change by engaging your employees in the deliverance of that personal touch in their daily work, gives you an opportunity to distinguish yourself. In a way that makes your customers experience memorable and marked as valuable, personal and to the point. These make together what I call 'little moments of happiness' which lead to long durable relationships .. and higher NPS scores. Because customers sympathize with your brand, entrust referral you to friends & family and are three times more engaged to also buy other products from you.
I am gladly willing to assist you if you like to go the extra mile for customers, stakeholders and employees. I build up a network with ICT & Tech students, entrepreneurs and companies who are just as me thrived to boost companies in making social impact by building services that create a smile on employees and customers faces, eases up their daily routines and helps them achieve personal goals.
Do you want to boost your impact? Building warm durable relationships with your customers? Make your employees a proud ambassador of your brand and their efforts in making your brand identity tangible for customers? Get your strategy work?
Good news ahead
You don't have to figure it all out yourself. Nor writing continuously on plans that never seem to get effectuated.
In fact, I offer you a route and platform to collaborate on brand identity, cultural change and business development.
Boost areas:
- Brand Identity
- Adoption from Board to Employee
- Cultural Change
- Developing a Customer Centric Business
- Employee Experience
- Human Digital Interaction
- Adoption and use of technical solutions
- Customer Experience Strategy
On this channel I will share my insights, proven practices and learnings with videos, training and online events. And I will provide in a growing community for small and large businesses, students and professionals to collaborate. On social innovation projects so we can all give some benefits back tot society and also on open innovation projects.
Ready for your next step?
You can book me to help you boost your business development in above mentioned areas.
Feel free tot contact me, just send me a DM or an e-mail.
What are you waiting for?
Take your next step in boosting your business!
COLLABORATION
COLLABORATIONS
Sylvia is the driving force after this platform. She knows how to find a solution for every CX challenge. Or knows how to bring in the right professional(s) for your business challenge. Professionals with whom she has often worked with for many years. Started as colleagues or partners, now a group of friends, entrepreneurs and professionals in a wide varied network. Together we feel connected in the following values: guts, bold and non-ego. We see opportunities where others stop. And stimulate the status quo to get there. We take responsibility in creating something that is meaningful for people. And last but not least we bring out the best in each other. Do you feel connected to those values also? Want to collaborate on numerous projects in our community?
Come join us!
BUSINESS DEVELOPMENT
Do you want to boost your business by putting your customer in the heart of your organization? Then you are are at the right place and community ;-). I gladly assist you in developing a customer centric business. From the (re)design of your digital services to making your brand identity tangible in customer interactions. But also the development of a highly engaged workforce who understand your brand identity and customers needs. Or empowering you in your role and ambition with tactics such as storytelling that touches head and heart of your employees or engaging high level management in creating a customer centric business. Hereby we can also call in partners from this community to collaborate together. Do you want to develop a customer centric business?
Lets collaborate!
SOCIAL INNOVATION
We all benefit from collaborating in order to achieve our business goals. Since we are connected in our beliefs to work together in a way that takes guts, bold actions and non-ego behavior I would like this community to also join forces in giving something back to society for free. There are numerous projects that have lack the knowledge, experience or workforce. One of our business goals is to support a social innovation project each half year. It can be a small of a big project but always in order to improve peoples life or bring some kindness into this world. We will promote those projects also and make sure it gets the attention it deserves. Do you want to inspire other companies and professionals to follow the example we set and show we practice what we preach?
Participate with us!
ViaM.
Building up a smart services campus in the Netherlands I collaborated with a lot of companies and professionals. Collaboration brings new ideas, new knowledge and sometimes new businesspartners. As a spin off I started a new joint business ViaM. We boost the entrepreneurship in our region with innovation and technology.
Info@sylviahendriks.com
Do you want to keep track or join me in the creation of this community with new members, projects, events and products?
Please subscribe here and I will keep you posted.