Europe’s e-commerce sector is undergoing rapid reinvention – convenience, personalisation, and seamless omnichannel journeys now set the competitive baseline. As online demand accelerates and expectations rise, retailers must turn large-scale complexity into experiences that are at once effortless and delightful.
Digital retailer Bol sits at the sharp edge of this enterprise environment. Operational out of the Netherlands and Belgium, Bol is outperforming Amazon in both markets, and in this conversation, the brand’s Head of Product Service Mark van der Heijden describes the principles driving their success.
Key themes:
- How Bol defines great customer service
- How Mark decides which opportunities or problems deserve to shape his service vision
- Bol’s approach to translating insights into action
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