Sander Valk

My goal is to have our business customers' service needs met as effectively and extensively as possible through our digital channels, without human intervention. I started a multidisciplinary team and used it to solve customer problems. Step by step, we organized the foundation for various service customer journeys. Good customer insights (data), clear and understandable communication at the right time, via the right channel, proved crucial. By applying an agile methodology with rapid experiments, I quickly gained insights into what worked and what did not contribute to the end goal: a consistent omnichannel customer journey focused on customer needs.

Our goal is to make non-commercial car sharing accessible to as many people as possible, so that more and more people move away from owning a car to participating in a sharing economy. I started a pilot in our neighborhood and, through many channels with the right communication, gathered an initial group of sharers. Ultimately, we established our own neighborhood cooperative from which we can share our cars with the neighborhood. My role is to set up the Bloemenbuurt cooperative, recruit new members, and contribute to the national organization.

Here, I revamped the customer journeys for business professionals. These journeys were not built on customer insights, the sequence of channel usage was illogical, and the communication was very unclear and excessive. I brought together the right people in the organization and started adapting customer journeys across multiple channels, making them logical in terms of content, channel usage, and sequence. This also resulted in a new CRM strategy, the foundation of which I rolled out in Spotler. To monitor whether the improvements had the intended effect, I ensured we looked at the right KPIs for each part of the customer journey. Both the conversion rate for new customers and the revenue for existing customers increased significantly. Smarter every day.