{"id":698,"date":"2025-04-07T18:07:09","date_gmt":"2025-04-07T16:07:09","guid":{"rendered":"https:\/\/www.onestone.be\/blog\/?p=698"},"modified":"2025-04-10T14:43:27","modified_gmt":"2025-04-10T12:43:27","slug":"waarom-een-klantgerichte-mindset-onvoldoende-is","status":"publish","type":"post","link":"https:\/\/www.onestone.be\/blog\/waarom-een-klantgerichte-mindset-onvoldoende-is\/","title":{"rendered":"Waarom een klantgerichte mindset onvoldoende is"},"content":{"rendered":"<div  class='avia-slideshow av-m979kbws-c88dca9d8698fcb7be1ee7b7d41f7419 avia-slideshow-featured av_slideshow avia-slide-slider  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  kj-header-blog invalid-custom-class-found av-slideshow-ui av-control-default av-slideshow-manual av-loop-once av-loop-manual-endless av-default-height-applied avia-slideshow-1' data-slideshow-options=\"{&quot;animation&quot;:&quot;slide&quot;,&quot;autoplay&quot;:false,&quot;loop_autoplay&quot;:&quot;once&quot;,&quot;interval&quot;:5,&quot;loop_manual&quot;:&quot;manual-endless&quot;,&quot;autoplay_stopper&quot;:false,&quot;noNavigation&quot;:false,&quot;bg_slider&quot;:false,&quot;keep_padding&quot;:false,&quot;hoverpause&quot;:false,&quot;show_slide_delay&quot;:0}\"  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 27.4%;'><li  class='avia-slideshow-slide av-m979kbws-c88dca9d8698fcb7be1ee7b7d41f7419__0  av-single-slide slide-1 slide-odd'><div data-rel='slideshow-1' class='avia-slide-wrap '   ><img decoding=\"async\" fetchpriority=\"high\" class=\"wp-image-699 avia-img-lazy-loading-not-699\"  src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2025\/04\/andere-mindset-1500x411.webp\" width=\"1500\" height=\"411\" title='andere mindset' alt=''  itemprop=\"thumbnailUrl\"   \/><\/div><\/li><\/ul><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1km92y-84a8abc91a3b5be6350ad4935a225ebc\">\n#top .flex_column.av-1km92y-84a8abc91a3b5be6350ad4935a225ebc{\nmargin-top:-70px;\n}\n.flex_column.av-1km92y-84a8abc91a3b5be6350ad4935a225ebc{\nborder-radius:10px 10px 10px 10px;\npadding:25px 25px 25px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-1.svg) 100% 100% no-repeat scroll #174a60;\n}\n.responsive #top #wrap_all .flex_column.av-1km92y-84a8abc91a3b5be6350ad4935a225ebc{\nmargin-top:-70px;\n}\n<\/style>\n<div  class='flex_column av-1km92y-84a8abc91a3b5be6350ad4935a225ebc av_one_full  avia-builder-el-1  el_after_av_slideshow  el_before_av_one_full  kj-intro-blog first flex_column_div  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m978p3cm-7b4413bc204ab6f252919c139cf2e6d0\">\n#top .av_textblock_section.av-m978p3cm-7b4413bc204ab6f252919c139cf2e6d0 .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-m978p3cm-7b4413bc204ab6f252919c139cf2e6d0 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h1 class=\"p1\">Waarom een klantgerichte mindset onvoldoende is<\/h1>\n<p class=\"p2\">Nog veel te vaak zeggen organisaties dat klantgerichtheid een mindset is. &#8220;Iedereen bij ons is verantwoordelijk voor de klantgerichtheid.&#8221; Het is voor ons een duidelijk teken dat de organisatie te weinig aan klantgerichtheid denkt en daardoor geld op tafel laat liggen.<\/p>\n<p class=\"p2\">Maak jij deel uit van een van die organisaties? Lees dan even verder om te ontdekken waarom het beter is hier vanuit de organisatie op in te zetten.<\/p>\n<\/div><\/section><\/div>\n<div  class='flex_column av-1dvr56-b232bd9914ff530d4cc3089e8e2509e9 av_one_full  avia-builder-el-3  el_after_av_one_full  el_before_av_one_third  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-m978vogx-504e570cbeb24d656d0b83934f8503d5 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 class=\"p1\">Waarom een klantgerichte mindset onvoldoende is<\/h2>\n<p class=\"p2\">Nog veel te vaak zeggen organisaties dat klantgerichtheid een mindset is. Iedereen bij ons is verantwoordelijk voor de klantgerichtheid. Het is voor ons een duidelijk teken dat de organisatie te weinig aan klantgerichtheid denkt en daardoor geld op tafel laat liggen. Maak jij deel uit van een van die organisaties? Lees dan even verder om te ontdekken waarom het beter is hier vanuit de organisatie op in te zetten.<\/p>\n<h2 class=\"p4\">De ene mindset is de andere niet<\/h2>\n<p class=\"p2\">Als je de klantgerichte acties van je medewerkers laat afhangen, dan zal iedere klant een andere ervaring hebben afhankelijk van de medewerker die hem helpt. Dat wil je liever niet. Je klant zal geen eenduidig antwoord kunnen geven op welke ervaring hij precies krijgt wanneer hij te maken heeft met jou organisatie. Daardoor kan hij ook niet vertellen waarom hij precies voor jullie kiest. Ook niet tegen zichzelf. Je kan je vast inbeelden wat dat betekent voor zijn loyaliteit.<\/p>\n<p class=\"p2\">Daarbij komt dat klanten eerder komen voor die ene persoon die hen de ervaring biedt die ze willen. Als die persoon besluit te vertrekken, verlies je ineens ook al zijn \u201cpersoonlijke\u201d klanten.<\/p>\n<p class=\"p2\">Als ik jou vraag waarom je naar McDonald\u2019s gaat. Weet je me vast exact te vertellen waarom je (net niet) kiest om daar te eten. Dat komt omdat je overal te wereld, in iedere zaak, dezelfde ervaring hebt. Dat kan alleen als je die ervaring inbouwt in je procedures.<\/p>\n<h2 class=\"p4\">De mindset van je klant komt zelden overeen met die van je medewerkers<\/h2>\n<p class=\"p2\">Sommige praktijken werken enorm goed voor klanten, maar zijn eng voor medewerkers. We denken vaak dat we op een bepaalde manier behandeld willen worden, maar dat is in de praktijk vaak anders. Als je hier niet voor oplet riskeer je je klant een slechtere ervaring te geven. Een goed voorbeeld is de eeuwige <span class=\"s1\"><a href=\"https:\/\/www.onestone.be\/blog\/beter-bellen-of-mailen-met-klanten\/\">bellen of mailen<\/a> discussie<\/span>.<\/p>\n<h2 class=\"p4\">Hoe pak je het dan wel aan?<\/h2>\n<ol class=\"ol1\">\n<li class=\"li2\">Stel een sterk <a href=\"https:\/\/www.onestone.be\/blog\/wat-is-een-service-concept\/\">service concep<\/a>t op. Wat willen we dat klanten over ons zeggen als ze over ons praten?<\/li>\n<li class=\"li2\"><a href=\"https:\/\/www.onestone.be\/blog\/hoe-verander-je-je-bedrijfscultuur\/\">Pas je procedures<\/a> zo aan dat ze je service concept duidelijk naar voor brengen.<\/li>\n<\/ol>\n<\/div><\/section><\/div><div class='flex_column_table av-16lbm2-de2af9a7bb6c71b696bdb9cf078229a6 sc-av_one_third av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-16lbm2-de2af9a7bb6c71b696bdb9cf078229a6\">\n#top .flex_column_table.av-equal-height-column-flextable.av-16lbm2-de2af9a7bb6c71b696bdb9cf078229a6{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-16lbm2-de2af9a7bb6c71b696bdb9cf078229a6 av_one_third  avia-builder-el-5  el_after_av_one_full  el_before_av_three_fifth  first flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m978xkp9-ad1d5a2384f7e0fc89b2a0f307c6d234\">\n.avia-image-container.av-m978xkp9-ad1d5a2384f7e0fc89b2a0f307c6d234 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m978xkp9-ad1d5a2384f7e0fc89b2a0f307c6d234 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m978xkp9-ad1d5a2384f7e0fc89b2a0f307c6d234 av-styling-circle avia-align-center  avia-builder-el-6  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-541 avia-img-lazy-loading-not-541 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-300x244.jpg\" alt='' title='Debra-Dirickx-onestone'  height=\"244\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-300x244.jpg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-1030x837.jpg 1030w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-768x624.jpg 768w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-1536x1248.jpg 1536w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-1500x1219.jpg 1500w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-845x684.jpg 845w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot-705x573.jpg 705w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/Debra-website-groot.jpg 1600w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/div><\/p>\n<div class='av-flex-placeholder'><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-12p6uy-c8f1ee2ccd553cfebe7fb2c46f229464\">\n#top .flex_column_table.av-equal-height-column-flextable.av-12p6uy-c8f1ee2ccd553cfebe7fb2c46f229464{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-12p6uy-c8f1ee2ccd553cfebe7fb2c46f229464 av_three_fifth  avia-builder-el-7  el_after_av_one_third  el_before_av_one_full  flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><section  class='av_textblock_section av-m978yvs4-bf3d7f8c2a3fb099d638cfea151aee6f '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><blockquote>\n<p>Geschreven door\u00a0<a href=\"https:\/\/www.onestone.be\/team\/debra-dirickx-3\/\">Debra Dirickx<\/a><br \/>\nCustomer Strategy Expert @Onestone<\/p>\n<\/blockquote>\n<p>Mijn biotoop is klantenservice. Waar word ik warm van? Geweldige idee\u00ebn tot leven brengen. Ik durf ambitieuze doelen stellen, maar voeg ook graag wat pragmatisme en gezond verstand toe om die doelen concreet te maken.<\/p>\n<\/div><\/section><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-wwxy2-de47d5030d711d42678a1549511d4546\">\n.flex_column.av-wwxy2-de47d5030d711d42678a1549511d4546{\nborder-radius:10px 10px 10px 10px;\npadding:35px 25px 15px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-wit-2.svg) 100% 0% no-repeat scroll #d84d0c;\n}\n<\/style>\n<div  class='flex_column av-wwxy2-de47d5030d711d42678a1549511d4546 av_one_full  avia-builder-el-9  el_after_av_three_fifth  avia-builder-el-last  first flex_column_div avia-full-stretch  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-rquve-55692011f1283502ae00c11b514cbd9c\">\n#top .av_textblock_section.av-rquve-55692011f1283502ae00c11b514cbd9c .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-rquve-55692011f1283502ae00c11b514cbd9c '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h3 style=\"text-align: center;\">Op de hoogte blijven?<\/h3>\n<p style=\"text-align: center;\">Benieuwd naar meer artikelen, expertinzichten of updates van Onestone<\/p>\n<p style=\"text-align: center;\">Volg ons dan op Social Media.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-buttonrow-wrap av-me2aa-df9d17ed7059415b74f83276656461ea avia-buttonrow-center  avia-builder-el-11  el_after_av_textblock  avia-builder-el-last '>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1n996-4e53d240f94f121845b1de91f9b5af3e\">\n#top #wrap_all .avia-button.av-1n996-4e53d240f94f121845b1de91f9b5af3e{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-1n996-4e53d240f94f121845b1de91f9b5af3e:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/www.linkedin.com\/company\/one-stone-nv\/'  class='avia-button av-1n996-4e53d240f94f121845b1de91f9b5af3e avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue8fc' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-bq3r6-503a6d495680a121eb9f707bcbfb5f80\">\n#top #wrap_all .avia-button.av-bq3r6-503a6d495680a121eb9f707bcbfb5f80{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-bq3r6-503a6d495680a121eb9f707bcbfb5f80:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/twitter.com\/Onestone_says'  class='avia-button av-bq3r6-503a6d495680a121eb9f707bcbfb5f80 avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue932' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n<\/div><\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Wanneer je zegt dat klantgerichtheid een mindset is. Dan zeg je eigenlijk dat al je personeelsleden vrij zijn om dat hun eigen invulling te geven. Dat kost klanten. In dit artikel lees je waarom.<\/p>\n","protected":false},"author":23,"featured_media":700,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[42,40,39,41],"class_list":["post-698","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie","tag-klantervaring","tag-klantgerichtheid","tag-mindset","tag-organisatie"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Een klantgerichte mindset alleen is onvoldoende<\/title>\n<meta name=\"description\" content=\"Een klantgerichte mindset zorgt voor een veranderende ervaring. 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