Loyalty is often seen as a phase in the customer journey, but if you really want to approach it well, you should consider loyalty as a separate journey. This journey requires a new strategy. Your data and technology need to be in order, and you need new content. In short, it’s different from your regular marketing efforts.

This article is written by Mi-Choe Emanuelson, Recruitment & Content Marketer at 100procent (Sponsor of the Email Marketing Automation Summit 2024).

Loyalty programs are used to increase customer lifetime value. You not only want customers who spend a lot, but also customers who return regularly. Research from the loyalty platform Comarch found that on average, a consumer participates in 13 or 14 loyalty programs, but feels truly connected to only 3 or 4 brands. 64% of surveyed consumers are willing to provide personal information in exchange for a personal benefit. In this blog, we explain how to turn customers into brand ambassadors using the four pillars of strategy, data, creation, and technology.

The Loyalty Journey

When setting up the loyalty journey, it’s important to know that there are two different forms of loyalty:

1. Transactional Loyalty: Customers are loyal because of discounts or gifts. They value loyalty programs and attractive discounts. They don’t necessarily feel connected to your brand, but to your actions.
2. Emotional Loyalty: Customers feel emotionally connected to your brand, which is a sustainable form of loyalty. If they could buy the same product elsewhere with a discount, they would prefer the qualitative customer experience they expect from you.

By setting up loyalty as a separate journey, you ensure that your customers have a unique and consistent customer experience across all channels.

What You Need to Set Up the Loyalty Journey

• Data and insight into customer behavior across all channels.
• Good accessibility across all channels.
• Feedback from customers to continuously optimize the journey.
• A mix of email and direct messaging campaigns to reach customers at the right time.
• Dynamic content to show relevant content to each individual customer.
• Advertisements based on customer behavior.
• Monitoring and staying informed about developments in customer behavior and value development.

The Strategy Behind a Successful Loyalty Journey

You want to retain customers and extract more value from them, so you’ve come up with the idea to start a loyalty program. Then it’s logical that you’ll encounter a few challenges, which you can tackle with the right strategy. Ask yourself how you’re going to implement the loyalty journey in practice? Does this fall under marketing, CRM, or is there someone else who will be responsible for this? How do you ensure that the contact moments are well aligned with the regular marketing efforts so that customers are not overwhelmed by messages? What do the loyalty campaigns look like, do you need a different template? How do you use the different channels and how do you deal with customers who, for example, want to redeem a voucher from an email in the store? How do you display the loyalty program on the website?

6 Reasons to Implement a Loyalty Program

1. Turning customers into repeat customers
2. Collecting (positive) reviews
3. Testing new products
4. Gathering customer data
5. Increasing newsletter subscriptions and other mailings
6. Selling specific products

In this blog, you’ll learn more about the strategic value of loyalty and the reasons to implement it.

Data and Loyalty

Now that your strategy and goals have been determined, it’s time to inventory the data. What do you already know about your customers? How much is a customer worth, i.e., what is the customer lifetime value? A loyalty program generates a lot of data. You collect data during every contact moment and every purchase. You can use this wealth of information not only to approach your customers even more targeted but also to better tailor your product offering to the demand. This way, you know better what the customers need, which is exactly what the purchasing department also wants to know.

Create Engaging Content that Connects

With all the data in order, you can create dynamic content and ensure that the messages are personalized. Often, a loyalty program has different expressions, but still in line with the corporate identity. This way, the customer immediately sees that it’s a message about the loyalty program and not, for example, the regular newsletter. By consistently using loyalty content across all channels, it will become a kind of sub-brand for your customers. And you create extra engagement with your brand.

Is Your Martech Setup Adequate?

The loyalty journey presents a great challenge for your martech setup. Customers expect a seamless transition across all channels and a user-friendly experience. Whether someone is in the store or using your app or website. The data from the loyalty program must always be up to date everywhere, and the different channels must work together flawlessly. Your systems must be able to process large amounts of data and ensure that everything is visible and up to date everywhere.

What Do Successful Loyalty Programs Have in Common?

BP was one of the first major brands to start a loyalty program, the well-known Freebees. With every refuel, you collected free points that you could redeem for nice gifts or a discount on a refuel. And who doesn’t collect Air Miles? This loyalty program from Loyalty Management Netherlands has been one of the most well-known loyalty programs for 30 years. By now, we all know the loyalty programs of major brands like Albert Heijn, Hema, and Bol.com. Albert Heijn conquered the Netherlands with personalized bonus offers and various loyalty programs. Whether a loyalty program is successful depends on its user-friendliness. Customers drop out as soon as it doesn’t work smoothly or if the channels don’t connect.

Trends in Loyalty

Gamification: Think of surprising game elements like a quiz, challenge, or reward. It’s all about interaction and engagement.

Sustainability: Showing social responsibility can lead to positive customer reactions. For example, you can offer a sustainable reward. Redeem your points and donate the amount to a charity.

Exclusivity: Customers love preferential treatment and rewards for their loyalty. Exclusive events, early access, and new products in pre-sale always work well. Personalization can also remain high on the agenda. Customers want offers and actions that exactly match their wishes and needs. Let your customers know that you personally appreciate them!

Conclusion

Those starting a loyalty program don’t necessarily expect immediate success. Projects like these require perseverance. First, you need to create awareness, and then customers need to get used to the loyalty program. So, the better you collect feedback, the faster you can optimize the journey. Customers love good news, surprises, privileges, gifts, and discounts. Provide tangible rewards that are relevant to your customer. And use it for extra contact moments that contribute to customer loyalty. Reward your most loyal customers. Be grateful and original!

Author

Mi-Choe Emanuelson
Recruitment & Content Marketeer | 100procent

Voor de DDMA EMAS Awards 2024 staat de Battle of the Agencies ook dit jaar op het programma. De inschrijving is vanaf vandaag geopend. Ambitieuze e-mailmarketingbureaus kunnen zich vanaf nu registreren door een motivatie in te dienen via: emas.nu/awards/battle

In deze bureaucompetitie strijden bureaus om wie de beste e-mailcampagne maakt voor een opdrachtgever. De winnaar zet zichzelf op de kaart als autoriteit binnen het vakgebied en speelt zichzelf in de kijker van een (inter)nationaal publiek, met potentiële klanten.

De opdrachtgever dit jaar is retailer Brabantia. Bureaus kunnen tot uiterlijk 5 april een motivatie indienen om mee te doen. Brabantia beoordeelt de motivaties anoniem en selecteert drie bureaus voor deelname.

Gang van zaken voor geselecteerde bureaus

Nadat Brabantia op basis van de motivaties drie bureaus hebben geselecteerd, doorlopen deze bureaus de volgende stappen.

• De bureaus ontvangen de case vanuit Brabantia
• De bureaus maken een ontwerp voor de mail op basis van de briefing van Brabantia
• De genomineerde bureaus dienen één HTML-e-mail in bij Brabantia op basis van het design dat is geaccordeerd, die dynamische inhoud kan bevatten zoals beschreven in de briefing.
• Het doelpubliek voor alle e-mails is uniform en zal worden geselecteerd door Brabantia.
• Brabantia zal de verzending afhandelen met behulp van haar eigen systemen.
• Alle communicatie zal gelijktijdig door Brabantia worden verzonden.
• Brabantia zal de resultaten meten en de winnaar bekend maken op de EMAS op 27 juni
• Als de verstrekte e-mail niet voldoet aan de regels, behoudt Brabantia zich het recht voor om op elk moment af te zien van het verzenden van de e-mail.

Criteria

Brabantia beoordeelt de verzonden e-mails op basis van de volgende metrics:

• Conversieratio
• Openratio
• Click-to-open ratio
• Afmeldratio
• Beoordeling van creativiteit en originaliteit (door het e-mailmarketingteam van Brabantia).

Casepitch en uitreiking

Op 27 juni, tijdens de DDMA Email Marketing Automation Summit (EMAS), strijden de 3 geselecteerde bureaus om de prijs. Ieder bureau houdt een boeiende pitch (8 tot 10 minuten) waarin ze hun aanpak, de redenering achter hun keuzes en het uiterlijk van hun campagne uitleggen. Daarna maakt Brabantia de winnaar bekend.

Over de EMAS

Met vorig jaar bijna 500 bezoekers is de EMAS de grootste conferentie op het gebied van e-mail marketing automation in de Benelux. E-mailmarketeers, CRM-marketeers, digital marketeers en marketing automation-specialisten komen bijeen om te leren over de nieuwste ontwikkelingen op het gebied van onder meer deliverability, security, e-mail marketing automation en leadgeneratie. Voor bezoekers is de EMAS hét moment van het jaar om te sparren met internationale, toonaangevende sprekers binnen hun vakgebied. De volgende editie vindt plaats op 27 juni 2024 in Circa Amsterdam en wordt mede mogelijk gemaakt door sponsoren 100procent, Maileon, RapidSugar en Deploytec.

Over DDMA
DDMA is de grootste branchevereniging voor marketing en data. Wij zijn een netwerk van ruim 360 merken, non-profits, uitgevers, bureaus en tech-leveranciers die data succesvol en verantwoord willen inzetten voor marketingdoeleinden. Wij duiden ontwikkelingen op het gebied van technologie, regelgeving en ethiek en brengen marketeers, dataspecialisten en juristen bij elkaar om hen te helpen groeien in hun vak. Ook bevorderen we zelfregulering en zijn we gesprekspartner van beleidsmakers en toezichthouders.

Modular email design is transforming the landscape of email marketing. But modules are way more than just perfectly designed email snippets. This new approach to the modules and email production, as a result, will totally reshape the workflow within email marketing teams, enabling marketers to focus more on strategy than on technical details.

Module library over templates library

Email turns 50 this year, and over this period, it has evolved from a plain-text format into a dynamic one. Over the years, there have been numerous approaches to email production, including plain text, HTML coding, WYSIWYG editors, drag-and-drop builders, prebuilt templates, and the modular email design itself.

Today the world is still in the “Prebuilt templates” phase. Most tools even boast about their number of templates, describing it as one of their most valuable features.  However, a template is just a marketing trick and not a real saver for email marketers.

No matter how many templates an email design software has, you only have to choose one of them. And then work on it, and with it — you modify its content from campaign to campaign, etc. But what if you want to change the structure of the template or alter some elements? You need to restructure and modify the entire template.

As for the module, it is an independent content unit; its design and content are brand consistent but have a unique structure, unique content, and, more importantly, its purpose. So you can easily combine them. This is why software tools actually should brag about theirmodule library, where all the modules are independent.

Luckily, today, the world is slowly transitioning from the templates stage to the modular email design stage.

State of modular email design today

Firstly, it is worth mentioning that the “modular email design” may also be referred to as “modular email architecture” or simply “modules.” So, you can come across any of these terms online.

Today, in fact, many CDPs/ESPs and email builders support modules. Most see it as saving and reusing the most frequently used email elements across future email campaigns. This approach gives us the following advantages:

• Easy to maintain brand consistency
• Email production becomes time- and cost-effective
• Simplified design process
• No need to run email tests that often
• Hassle-free last-moment changes

And all this is correct, but to me, a modular email design is about much more than just dragging prebuilt email elements. It goes a step further.

One step further: Modules+

I see a module as a content unit where the design can be dissociated from the data, I call it “Modules+.” This is the essence of the modular email architecture, and this is what makes it a new philosophy that fundamentally transforms the email production experience.

What does “data dissociated from the design” mean?

It means that you can optimize, change, edit, and modify the design of the module the way you like, and this will not affect the data in this unit. Or you can build a wireframe of a certain email section/module, set its structure, assign a location and dimensions for each element inside this module, and then update only dynamical content, i.e., data. The latter will inherit all design styles that were previously set for this particular module.

What problem do they solve?

Gamification in emails, which is a trend now, abandoned cart emails or any other emails with dynamic and interactive content, require coding. In order to create such content for newsletters, email marketers need to either learn to code (which is not what they are supposed to do, I’d rather they focus on marketing) or ask developers for help anytime they initiate a new campaign or need to make the smallest change to the email’s, as it is closely tied to the data.

With the modules+, which allows the design to be separated from the data, we finally enable email marketers to work on the design independently. This saves both marketers and developers a significant amount of time, even when making bulk updates to the design of the modules without affecting data.

To empower email marketers and make them self-reliant, modern email building software (some already have this capability) should prioritize automating the process of pulling data into emails. This can be achieved through links, variables, and other means. Essentially coders and developers would set up this functionality just once. Then the email marketer can independently just update/replace this data with the necessary one without dealing with the code or even automatically.

This will result in totally new flows inside email marketing teams.

Benefits the modules+ bring us

• You can “lock” the design. Meaning once you’ve built a wireframe, its design styles, including the number of images and their location, cannot be altered when you update the data in the module;
• You can create modules with Smart elements and “lock” the data. Meaning you can affect the colors of the buttons, font size, and color, but you cannot modify what data that gets pulled into the module via a link;
• You can pull in the data via a link or a variable into your modules, as in abandoned cart emails, automatically;
• You can bulk update the design or data in your modules by modifying only one once they are synchronized. Meaning you can automatically update all existing emails by modifying one single module;
• You can create complex modules with AMP content, its HTML and text fallbacks, and let email marketers deal with the visual elements through UI, not dealing with data. You can generate these modules with Stripo, and use them in your tool because the modules are compatible with any email builder and ESP that have support for AMP.

Key takeaways

I believe that coding emails is not something that marketers should do. They should focus on marketing strategies instead. And this is where the modular email design comes to the rescue.

1. Module library goes before template library
2. Design must be dissociated from data in modules
3. Modules should be synchronized for bulk editing
4. We need to automate the ways to pull data into the modules

Author:
Dmitry Kudrenko
Founder & CEO of Stripo

Last year, the Dutch Association for data & marketing (DDMA) and the Global Data & Marketing Alliance (GDMA) joined forces with local DMAs and Email Service Providers (ESPs) across the world to create the very-first  . Recently, the DDMA and GDMA hosted a roundtable session for all partners to discuss the results of this study and the next steps for the upcoming, second edition of the benchmark. In this article, we shed light on the most important highlights of this discussion.

Note: this study provided an international representation of the email industry, with partners and ESPs from Latin America, Canada/North America, France, Belgium and the Netherlands.

Legal rules, hygiene maturity and deliverability determine Acceptance Rates & Hard Bounce Rates

The overall Acceptance Rate (AR) is 98,2%, and Hard Bounce Rate (HBR) 0,92%. ESPs in the Netherlands/Belgium achieve rates above average (AR: 98,8%, HBR: 0,26%), while the UK scores on average (AR: 98,1%, HBR: unknown) and there are significant differences between the Latin America region.

With regards to the Acceptance Rate, Brazil scores significantly lower (95,1%), where some counties like Paraguay and Columbia have a positive 98,6% AR. Brazil (2,79%) and Chili (2,00%) have a remarkable high Hard Bounce Rate, compared to other countries in the Latin American region, like Mexico (0,57%) or Ecuador (0,71%).

The difference between the Netherlands/Belgium and the other countries can be explained by legal rules, list hygiene maturity, for example by using several feedback-loops, and best practices in deliverability. In some countries in the Latin American region, Hard Bounces are not directly excluded for future sending. In the Netherlands and Canada/North America, the legal rules are strict and not following them would potentially result in an economic or cultural risk.

Data maturity and strategy affect Unique Confirmed Open Rate and Unique Click Through Rate

The total average of Unique Confirmed Opens (COR) is 22,1% and Unique Click Through Rate (CTR) 2,7%. We can see again significant differences between the Netherlands/Belgium (COR: 39,6%, CTR: 7,1%), the UK (COR: 19,7%, CTR 2,8%) and the subtotal of the Latin American countries (COR 20,4%, CTR 2,1%). If we look at the differences between the Latin American countries, Brazil (COR: 12,6%, CTR: 1,1%) and Peru (COR: 13,7%, CTR: 1,2%) score significantly lower than the rest, like Chili (26,9%) and Mexico (25,9%) with much higher open rates, and in Argentina (2,5%) and Uruguay (2,6%) with much better Click Through Rates.

The Apple Mail Privacy Protection was introduced in September 2021 – the study is based on 2021 data, and affects the open rates, and to a certain extent the open rate data. A logical hypothesis is the higher adoption rate of iOS in the Netherlands/Belgium compared to the Latin American countries. Moreover, the maturity and different strategies of email marketing also affect the differences in engagement (like open rates and clicks). For example, a strategy of sending newsletters, service/loyalty e-mails and triggered/event based campaigns, creates a much higher engagement than one-off, blast sell campaigns.

Retail/e-commerce and non-profit industries outperform all other industries regarding Unique Click Trough Rate

Of all industries available, retail/e-commerce (3,7%) and the non-profit industry (4,3%) are the best performing industries in terms of Unique Click Through Rate (CTR total average is 2,7%). Travel (1,9%) scores the lowest CTR.

If we look at the Latin American region specifically, there are some remarkable outcomes which could not be explained directly in the discussion. Such as, a very high CTR in Peru (10,5%) in the business service industry, where it might be more difficult to differentiate specific industries.

Most email campaigns were sent in Q4 and at the end of the office week

In general, most campaigns were globally sent in Q4, with Q1 coming in last. This can be explained due to events like Black Friday, public holidays and end of year actions. Advertisers usually invest in Q1 for planning and hit off again in Q2.

Again, for all countries in the study, most email campaigns were sent at the end of the office week: 18% of all campaigns on both Thursdays and Fridays. The least popular is the weekend, with 14% being sent throughout the weekend.

However, if we look at the engagement, weekend sending in some countries score better than during office days. For example, in the Netherlands and in Belgium the CTR is actually highest on emails sent on Saturdays (8,3%) and in Paraguay the open rate is highest on Sundays (26,5%). Of course, the business line (B2B/B2C) is a factor which could be affecting the differences as well.

Next steps: second edition of the GDMA International Email Benchmark

The roundtable discussion was also an opportunity to brainstorm on the this year’s 2023-publication and how it can be made even better and more valuable to the industry. First, the objective is to transfer from a static whitepaper to an interactive dashboard in which marketers can dive deeper for specific metrics for their own purposes. For example, to filter on industry, business line and scope. Furthermore, the ambition is of course to extend the benchmark to more countries and ESPs.

There is still time for ESPs to join the 2023 International Email Benchmark. We are looking for ESPs to join this international effort to:

• Help map the email marketing channel on a global scale
• Benchmark your data & clients’ campaigns to others around the world
• Provide an even-bigger independent baseline measurement for any organization using email marketing to compare their metrics
• Contact us & join the global email benchmark: rdewouters@fedma.org

Authors:

• Jasper Kolwijck, Lead Email & Messaging Team at KPN and DDMA committee member Email
• Nanda Appelman, Market Insights Specialist at DDMA

Final editors:

• Bob Younge, Content Specialist at DDMA
• Robin de Wouters, Communication & Commercial Director at GDMA

Na twee jaar afwezigheid is de DDMA Email Marketing Automation Summit (EMAS) sinds 2022 weer terug van weggeweest. De DDMA Commissie E-mail, de initiatiefnemer van het congres, is alweer druk bezig met de voorbereidingen voor de volgende editie. Maar wat komt er eigenlijk allemaal kijken bij het organiseren van zo’n groot evenement? Hoe pakken we het dit jaar aan? Wij leggen het je in dit artikel haarfijn uit.

De drijvende kracht achter de EMAS is de DDMA Commissie E-mail, een groep gepassioneerde vakexperts met een hart voor e-mail marketing automation. Onder leiding en begeleiding van voorzitter Alida van Kempen (Bikkelhart) en DDMA, branchevereniging voor data en marketing, streeft de Commissie er ieder jaar naar het e-mailvakgebied naar een hoger plan te tillen, vanuit verschillende werkgroepen en kennisactiviteiten, waaronder de EMAS.

Een goede evaluatie is essentieel

Vanzelfsprekend vindt er ieder jaar een kick-off plaats. Maar… de eerste voorbereidingen beginnen eigenlijk al eerder. Na elke editie wordt er namelijk uitgebreid geëvalueerd. De commissie streeft ieder jaar naar een betere editie dan de vorige en daarom is het altijd goed om terug te kijken om te ontdekken waar er ruimte is voor verbetering. Zo behandelen we ieder jaar de reacties op de bezoekersenquête; wat vonden ze van het programma, de locatie en de catering? Wat vonden sponsoren van het evenement? Hoe vonden we het zelf gaan?

Met de evaluatie achter de rug en na een break van 2 maanden stonden alle commissieleden met hernieuwde energie in de startblokken voor de kick-off in september. Voorafgaand aan de kick-off hebben voorzitter Alida van Kempen (Bikkelhart) en commissielid Noortje Berrevoet (RapidSugar) aan de hand van de evaluatie in grote lijnen voorbereid waar de EMAS 2023 aan moet voldoen. Daarna hebben we bepaald wie van de EMAS-werkgroep verantwoordelijk is voor welk onderdeel van het evenement. Zo zijn we gekomen tot de volgende subgroepen:

3. Programma en sprekers
   Deze subgroep bepaalt de onderwerpen en thema’s die op de EMAS aan bod komen. Maar dat gaat verder dan je denkt; de EMAS is een event voor iedereen op het gebied van e-mail marketing automation. En dat is een internationaal vakgebied waarin mensen met verschillende achtergronden en niveaus actief zijn. In de samenstelling van het programma houdt de subgroep hier dan ook rekening mee, zodat iedere bezoeker aan het einde van de dag met waardevolle kennis naar huis gaat.We zijn op dit moment druk bezig met de samenstelling van het programma. Heb jij een interessante case met betrekking tot een of meer van de bovenstaande thema’s? Stuur dan een mailtje naar liekewesselius@ddma.nl en wie weet staat jouw organisatie binnenkort op het podium.
4. Sponsoring
   De subgroep Sponsoring is samen met DDMA’s relatiemanager verantwoordelijk voor het binnenhalen van voldoende sponsoring. De EMAS leunt naast financiële ondersteuning via ticketverkoop namelijk voor een groot deel ook op sponsoren. De subgroep denkt mee over welke organisaties hier geschikt voor zijn. Daarnaast denken ze ook mee over de inhoud van de sponsorpakketten. Zo zorgen ze ervoor dat sponsoren zoveel mogelijk uit het evenement kunnen halen. Als dat duidelijk is benaderen de subgroep en de relatiemanager van DDMA de potentiële sponsoren.Interesse om de EMAS 2023 te sponsoren? Neem contact met ons op via sponsoring@ddma.nl
5. De EMAS Awards
   De EMAS Awards zijn ieder jaar een groot onderdeel van het programma en verdienen daarom een aparte subgroep – zeker omdat de Awards sinds de afgelopen editie in een nieuw jasje zijn gestoken met nieuwe categorieën en een nieuwe jury. Overigens met succes en veel positieve reacties! Uiteraard is er nog wel ruimte voor verbetering. De subgroep heeft de evaluatie net achter de rug en is op dit moment druk bezig om verbeterpunten door te voeren voor de volgende editie.Nog extra het benoemen waard: de Battle of the Agencies. Ieder jaar strijden de beste e-mailmarketingbureaus van Nederland met elkaar om de titel om wie de beste campagne maakt voor vooraf bepaalde opdrachtgever. Vorig jaar was dat Air Miles. De subgroep is nu hard op zoek naar een nieuwe opdrachtgever die hiervoor openstaat.
6. Communicatie
   De subgroep Communicatie bestaat uit een aantal commissieleden en DDMA’s communicatiespecialist. Aan de hand van input van de subgroep werkt DDMA van begin tot eind een communicatieplan uit – vanaf de eerste aankondiging van het congres, tot aan de allerlaatste terugblik-post op de social kanalen. Een belangrijk onderdeel van de EMAS-communicatie zijn de interviews met sprekers. Om de EMAS-doelgroep alvast een voorproefje te geven van wat er gaat komen interviewt de subgroep een aantal sprekers die op het programma staan en publiceert de uitgewerkte artikelen op de website en vakmedia als Marketingfacts en Emerce.

De spin in het web

We kunnen wel stellen dat er veel aan te pas komt bij het organiseren van de EMAS. Qua inhoud, sponsoring en communicatie is het congres met de bovenstaande subgroepen goed gedekt. Maar.. hoe zit het met de praktische kant achter het congres. Wie verbindt de subgroepen met elkaar? Wie is de spil binnen de algehele organisatie?

Het antwoord is simpel: Merel de Koning, eventmanager bij DDMA. Al vanaf de eerste editie (in 2012) is zij de drijvende kracht achter de EMAS. Zij vertaalt de inhoud, sponsoring en communicatie vanuit de subgroepen tot een wervelende dag vol kennis en inspiratie.

Over de EMAS 2023

De voorbereidingen voor de EMAS 2023 zijn dus in volle gang. Ticketverkoop gaat in januari van start en het event vindt traditiegetrouw vlak voor de zomer plaats. Houd onze kanalen in de gaten voor de officiële aankondiging.

Heb je ideeën voor sprekers of heb je interesse het event te sponsoren? Neem dan gerust contact op.