By Sales Consultant Wilma Bouwen

As an organization, you do everything possible to keep your customers happy and satisfied. You ensure top-quality products and services. Your customer service is professionally organized to answer customer inquiries quickly and effectively because excellent service is your key differentiator.

At least, that’s the goal. Despite the maximum effort from your employees and the technologies designed to make their jobs easier, providing the right answer quickly doesn’t always happen. The result? Frustration for both the customer and the employee, as well as inefficiencies for the organization.

TKC Digital can help! How exactly? Wilma Bouwen, Sales Consultant at TKC Digital, explains.

The Human Connection Provides the Best Possible Solution

“Our mission is to help organizations answer customer questions correctly the first time,” Wilma says. “That may sound simple and logical, but I see many organizations struggling with it. While we’ve gained extensive knowledge and experience in knowledge management over the past 15 years, there’s one thing that ensures a solution’s success: the human connection! For me, it plays a leading role, and I’d love to explain why.”

Finding the Real Problem

“To arrive at the best solution, you first need to identify the problem. That’s why I delve into the pain points of the customer and their organization. What is the real challenge? You can only uncover this by making contact on a human level and asking the right questions. Spoiler alert: in most cases, the solution isn’t (only) a new system.”

“Having a good conversation together is crucial, but I also do it because I genuinely enjoy it. That’s why I think I’m good at it. Recently, I worked with a client to thoroughly analyze their situation and articulate the ideal solution. After discussing it with my colleagues, we delivered a solution that not only met the requirements but exceeded expectations. It’s that ‘wow factor’ that ultimately leads to success.”

A Unique Solution Every Time

“For every client, there’s a tailored solution—never ‘one size fits all.’ Sometimes, the problem is quickly apparent, but other times, more investigation is needed. In such cases, we conduct an extensive Discovery, examining the issue from every angle.”

“Step by step, we ensure everyone involved is satisfied. Management is often pleased with the proposed solution, but employees and customers feel the real difference during the project. It’s so rewarding to hear in meetings that content has improved, the organization is better structured, and the team is thrilled. Yet even here, the how is just as important as the what.”

The People at TKC Make the Difference

“My approach isn’t unique, but I believe all of us at TKC together are. I often hear how much fun we seem to be having, sometimes followed by the question, ‘Do you actually work?’ Haha! I can assure you: absolutely! In fact, I think we work incredibly hard because we enjoy what we do so much.”

“This also came through in the personality sessions we recently held at TKC. With several people in a team, you have different types and motivations. We’re a diverse group, but one thing we all share is the joy and personal connection we bring to our work.”

Bringing Personality to Our Clients

“We carry that sense of connection and fun into our client relationships. I want to know how someone is doing and connect on that level. That goes for everyone at TKC, whether they’re visiting multiple clients like me or working on long-term projects as a consultant.”

“I bring my personal values to my work, and clients benefit from it. For example, I prioritize health—I start my day with a healthy breakfast and stay active. This ensures clients get the best version of me.”

Always Learning

“Learning new things keeps my work exciting. When I first started at TKC, I didn’t know much about the technological possibilities in knowledge management. Back then, I teamed up with other consultants. Over time, I became more skilled and, more importantly, saw how it solved client problems. That’s when it became even more interesting to me!”

Making Connections

“My days are wonderfully varied, with appointments outside the office, client visits, and online meetings. Whether with new or existing clients, suppliers, or colleagues, I love working with people—it truly energizes me. Connecting is so easy these days, even via WhatsApp. With so much interaction, you quickly hear what’s going well or needs attention.”

“You’ll often see me at our own events and others beyond TKC. I love engaging with people there and hearing new ideas. I also enjoy helping organize those events.”

“Oh, and I love sharing knowledge on LinkedIn. Feel free to follow me and share your thoughts!”

TKC Digital: The One-Stop Shop for Knowledge Management

“If you need help with knowledge management, TKC Digital is the place to be. As a one-stop shop, we can assist with everything—whether it’s advice, content creation, technology selection, or something else. We help you uncover the real problem so we can deliver a real solution.”

“Sometimes, that’s an inspiration session to get you started; other times, it’s a Discovery to assess the state of your knowledge management. Or maybe you’re looking for a program to tackle broader issues around customer experience. Knowledge management benefits marketing, sales, and service alike. Whether you want to evaluate your current system or find a new one, we’ve got you covered. We can even provide temporary support or overhaul your content completely—whatever it takes to make you truly happy with the results!”

Want to chat with Wilma or another TKC colleague about knowledge management? Get in touch—we’d love to help!