Zilver is an innovation consultancy. We help you run strategic customer experience projects. We operate on the foundation of empathy based customer insights as well as metric based customer intelligence. We combine brand vision and innovation strategy in a design led approach. This leads to tangible, measurable, implementable solutions as well as long-term growth. Our aim is to improve the relevance of businesses and the lives of their customers, making the most of human talents and resources.

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Customer insights

We turn empathy into action

Innovation hinges on understanding future user needs. Observing what your customers do is not enough. We help you understand why they do it.

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Brand development

We turn vision into value

Vision is essential to innovation. It is the foundation of growth. We build people centric brands rooted in the vision of entrepreneurs, managers, employees and customers.

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Innovation strategy

We turn plans into solutions

When planning your future you need to understand your added value, your customer’s needs, and the context in which you operate. We show you the sweet spot where the three meet.

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Experience design

We turn touch points into meaning

Compelling experiences make a difference. We translate customer goals into orchestrated experiences, across journeys, across channels. And help you measure your impact.

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EBAY | marktplaats


Marktplaats is the famous Dutch classifieds site owned by Ebay inc. In the fall of 2012 the Marktplaats UX team asked us to embark on a journey with them to explore how we could improve their users’ experience along the journey. In parallel, they were looking to generate a shared customer understanding across the different functions of the company, in order to create a more efficient, on brand and customer centric work flow.

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May 17, 2015by Erik

Anno 2015 the customer experience community can be proud and content: customer centricity is high up on the agenda of corporate leaders. It’s been a long time since I’ve spoken to someone with a leading position in business who does not believe that putting the customer first makes business sense.... Read more

April 23, 2015by Erik

Will you help us grow our team? We are looking for a senior service design consultant with 8-10 years experience. We’re looking for a new, full time (32hrs minimum) team member for our Rotterdam based customer experience consultancy, where we combine expertise in customer insight research, brand development, innovation strategy and service design. Check out... Read more

March 24, 2015by admin

The European Institute for Brand Management (EURIB) will host the symposium SHIFT Happens! on 19th May. Topic is the rapidly changing society and how this is fundamentally going to affect businesses and organizations. Erik will be speaking on behalf of Zilver on the value of... Read more