Harald Pol

Harald Pol tbv website

External PhD candidate













+31 (0)53 – 489 3299 (secretary)











Dutch profile




Harald Pol is working as an independent consultant and interim manager in the area’s of marketing, communication and customer service. Through the years he became specialized in helping organizations to create a customer-focused culture. Harald is founder of The Customer Connection and the Institute for Service Leadership. Harald is author of several publications in the area of customer-focus organizations (Effectief Klachtenmanagement, Kluwer, 1998; Het Rijk van Koning Klant, Lemma, 2001; Service Leadership, Kluwer, 2009)


The research project is called Mastering Meaningful Customer Connections. The central question in this project is how organizations can achieve a meaningful customer connection by creating a good customer experience. In the research project we focus on the effect of different channels and the effect of personal contact on customer experience.



Promotor: Prof.dr. A.T.H. Pruyn


Assistant promoter: dr. M. Galetzka