Entries by Olwen van Dijk

Change in Business: Resistance is Futile

Change. It’s a part of nature, allowing for life to evolve. In essence, change is responsible for our survival. Change is what allows us to adapt to new scenarios, overcome obstacles, and grow as individuals and as societies. And as companies. In the same way that nature forces us to change as a species, change […]

Company Pillarization & Disconnection: Why Change and Adaptation are Vital to Company Growth

As companies grow, they change. It seems obvious, but it’s impossible for any business to stay in that ‘start up’ phase forever. As a company matures, its very nature changes, and often this can cause company pillarization. Originally a cultural and religious concept – based on the Dutch word ‘verzuiling’ – pillarization talks about systematic […]

[Intern Insight] Imagining the Future: The Limits of Customer Service Psychology

Customer Service Psychology: Splitting Hairs Customer service psychology is an ongoing debate amongst the experts and amateurs of every industry. It is all about how you greet, speak and act with the customer. In order to better measure it you have tools such as ‘Customer Journey Mapping’, ‘Customer Emotional Behaviour Mapping’, ‘Customer – Employee Touch […]

High Employee Turnover: Impacts, Reasons, and Solutions

Many companies, particularly in the retail industry, face a high turnover of staff. In any industry, high employee turnover is a problem, even more so in industries where the majority of employees are on the frontline and deal with customers directly. High employee turnover comes with a host of issues, reasons, and several solutions. We’ve […]