Harald Pol studied Business Administration at the University of Groningen. After his studies, he worked for more than ten years as an organisation consultant, project manager and commercial manager for various service organisations.
Harald has been working since 1998 as an independent consultant in the field of marketing, communication and organisation. He is the founder of The Customer Connection and the Institute for Service Leadership. In this capacity, he has helped many for-profit and not-for-profit companies increase their market and customer focus. Harald has also conducted research into customer focus and customer experience.
Harald is the author of “Effectief klachtenmanagement” (“Effective complaint management”) (Kluwer, 1999), “Het Rijk van Koning Klant” (“The Kingdom of King Customer”) (Lemma, 2001) and “Service Leadership” (2009), among other publications. In June 2017, Harald obtained his doctorate at the University of Twente with a dissertation entitled “Mastering Meaningful Customer Connections”. Harald has been a part-time affiliate at the HU University of Applied Sciences Utrecht since 1 September 2016.
Fields of expertise
- Customer experience
- Digital transformation
- The anatomy of a personal service the eight dimension of 'personal'
- The age of digitisation: The influence of digital channels on customer experience and customer relationships
- A Research Pathway Model for evaluating the implementation of practice-based research The case of self-management health innovations