Horst Remes

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Dutch
English
Horst Remes

Who is Horst Remes?

Horst Remes is Managing Partner at Onestone, a consulting firm that helps companies improve bottom-line results through efficient, customer-centric service and customer experience. Horst has a background as an international sales director in the telecommunications industry, but has focused exclusively on customer-centric strategy and customer experience (CX) as a consultant for more than 20 years.

He has led numerous customer behaviour research initiatives and is a valued speaker at corporate and customer experience events. Horst mainly talks about his own, hands-on experience in guiding companies to become more customer-centric. He approaches customer centricity in a very pragmatic way, averse to all woolly concepts.

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    Persistent Myths about Customer Focus

    Too many customer-focused initiatives fail.

    The customer does not notice the difference between before and after. And therefore there is no effect on their behaviour: word-of-mouth, sales or loyalty. Eventually, companies stop investing in these initiatives and they die a quiet death.

    Why is that?

    A major cause is that managers hold beliefs that are wrong. And which therefore encourage actions that don't work. Some are misinterpretations - others are downright wrong. We call those beliefs "customer-centricity myths".

    And that's what we talk about in this session: how to avoid those pitfalls and move forward effectively and efficiently. In short: where do we put our money and energy for the best results.

We invited Horst Remes as one of the keynote speakers at the Volvo Consumer Experience Summit. With his witty keynote, strong drive and confrontational humour, he inspired our retailers and our employees. He gave them a taste of how a consumer-focused approach can make all the difference.

Elfi Janssens - Managing Director

Volvo Cars

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There are many keynotes on the topic of customer centricity, but rarely are they as eye-opening as Horst's on the myths! To the point, entertaining & with a lot of expertise on the subject, he manages to inspire his audience for the topic.

Dominique Feurich - Head of Transformation

Thyssenkrupp (DE)

Through his compelling storytelling and constant interaction with the audience, Horst managed to deliver an engaging and informative keynote from start to finish.

 

Sofie Parys - Sales & Segment Strategy Manager

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