Reverse Thinking

Training Customer Experience Leadership Development
Employee Engagement: Transform your Co-workers into Brand Ambassadors

Employee Engagement is the main driver for a great customer experience. Research from Gallup shows that only 13% of all employees worldwide are truly engaged at work. It also shows that companies with engaged employees perform up to 200% better than those without. Transform Co-workers into Brand Ambassadors Beyond simply...

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Intent-Impact: The Unseen Gap Affecting Your Workforce

In the workplace and in our personal relationships, it’s likely that we’ve all experienced the intent-impact gap. The intent-impact gap is what occurs when our words or actions are misinterpreted by another individual.  Consider this story: Sara, the Director of Learning and Development, and her direct report Chris, the Program...

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Great Customer Experience? Leadership Comes First!

Quite often we receive requests from organizations to deliver a training to improve their customer experience. Unfortunately, putting your team in a u-shaped classroom setting and talk about customer experience for a day is not going to 'do the trick'. Why? Because everyone always agrees on the importance of a...

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David Keen - CEO at QUO Global - Hospitality
Revolution in Hospitality – Overthrow your org chart!

Even if we take the hotel out of hospitality, it remains a people-centered industry. Enlightened leaders share the vision that people drive this business. Even so, there’s a massive difference between being greeted by a baseball-capped, denim-shirted egalitarian millennial and being ushered in by an attendant wearing a three-piece suit...

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Escape Room Pop-up Customized Custom Made Performance Solutions 2
Why I design Escape Rooms for Companies

Last year I designed and played pop-up Escape Rooms with teams from different companies, ranging from telecom providers at KPN to coffee blenders at Douwe Egberts, from managers at Le Pain Quotidien to those at Mazda Europe and Schiphol Airport, and - mostly - for GM’s from Hotel collections like...

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Andre Wiringa - Interview AmsterdamFM by Jacques Hoendervangers
Interview with Andre Wiringa on AmsterdamFM

Listen to the interview (in Dutch) on AmsterdamFM radio with Andre Wiringa, CXO and Managing Partner at Performance Solutions. Talking about how to creating consistently memorable experiences for your customers, guests, patients, passengers etc. Working with global brands like Adidas, Tommy Hilfiger, Mazda, Le Pain Quotidien and many more... We...

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TEDx Athens - Jeroen van der Schenk - Experience Engineer Performance Solutions 4
Jeroen van der Schenk on stage at TEDx Athens 2018

What would happen if you take out all conditions and expectations out of ‘reciprocity’? Give and share because you believe in, and live, your purpose. Trusting on things to happen. Something. Somewhere. From someone…? On june 2, 2018 our colleague and Experience Engineer Jeroen van der Schenk shared his story about 'reverse...

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Andre Wiringa - The Innovation Show - Customer Experience - Hosted by Aidan McCullen-2-w900
The Innovation Show Podcast with Aidan McCullen & Andre Wiringa

The Innovation Show is a weekly show interviewing leaders in their fields. Authors, renowned professors, inventors, innovators, change-makers and mavericks. To inspire, educate and inform the business world and the curious. In this week episode: Andre Wiringa, CXO / Managing Partner at Performance Solutions. Author of "Start Reverse to go Beyond...

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The Most Expensive Hidden Cost in Retail is…?

Is a company’s culture created, or is it a result of behaviour? I’ve stayed with companies, and left companies, because of the culture. I’m sure I’m not alone, even if a lot of people do it subconsciously. A lot of people stay where they are, but wonder all the time...

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