Zilveren Kruis Achmea Customer Experience

The Dutch Health Insurance Company Zilveren Kruis Achmea has won the 2009 National Contact Center Customer Experience Award (Congratulations). While searching for content on the web and Twitter with regard to this case I found a very good live example of great a Customer Experience and what effect this has on the Voice of The Customer. The artice case and Tweets are in Dutch. If you are not able to read Dutch, please let me know.