About

I studied at TU Berlin. After graduating I went into consulting, first at KPMG and then at Cognizant. The industries changed from project to project, but the question underneath most of the work was the same: what do our customers actually experience, and how would we know?

That question turned into a passion. Customer experience and voice of the customer are what I read about, argue about, and think about on walks. This blog is where I write it down, mostly so that I have to think it through properly.

What I believe, so far

Customers are grown, not captured. Acquisition is an event. A relationship is a season.
Listening is a habit, not a project. A survey once a year is a census. Voice of the customer is a conversation.
Most improvement is weeding. Removing one broken step usually beats adding three delightful ones.
Measure honestly, across time. The costs of good experience land now; the returns land later. Any metric that ignores the gap is lying to someone.
The frontline knows first. If you want to know what customers think, ask the people who talk to them, then check.

About this site

The domain has been around since 2009. When it became available in 2026, I took it over, because the name says exactly what I believe: customers are grown, not captured.

Everything published here is new. A few addresses are older than the articles that live at them; each of those says so in a short note at the top. I just liked the soil.

How this site works

Every post shows when it was published and when it was last updated. I go back and improve the ones worth improving. There is an RSS feed, no tracking cookies, and no pop-ups asking for your email before you have read a sentence.

Contact

If you really want to get in touch, you will find a way to reach me.

Colophon

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