In this episode of the CX Leadership Talks Podcast, Nienke Bloem discusses her insights on the book “The Power of Moments” and how to use these insights to your advantage. She breaks down four main reasonss:1. Where you can deliver and design powerful moments for customers2. How to use moments for change programs for colleagues and leaders3. […]
Strategy 6: Get buy-in. Who should you engage and get buy-in from, once you have a great idea or plan? And how do you make others just as enthusiastic and excited about your plan as you are? By creating your personal buy-in strategy. You’ll find the ‘how to’ in this video! I read aloud a […]
When it comes to customer experience, should you start by interviewing customers and sending out surveys? Or should you start by mapping customer journeys and then interview customers? Or ..? In this video you’ll explore that many roads lead to Rome. But which road to take? Where to start? That’s what strategy 5 is about. […]
We starten de CX inspiratiedag bij Starbucks. Samen met acht Customer Experience leiders bij de overheid, krijgen we vandaag bij drie bedrijven een kijkje achter de schermen hoe ze klantbeleving organiseren. Terwijl iedereen binnendruppelt, sta ik samen met Robin in de rij voor koffie bij Starbucks. We schuiven langzaam op en dan kunnen we voor […]
Giant goals can stimulate you to go forward, but they can also freeze you. They excite and frighten you at the same time, because where to start? What should your first step be? Let me show you how to do this. Watch this video about creating doable chunks. Yes, this is the 4th strategy! I […]
In this episode of CX Leadership Talks, Nienke Bloem interviews Edwin Koot, Manager Customer Experience & Analytics bij Allianz Benelux who shares his insights on Customer Experience Management. It is the honest story of how he stepped out of his comfort zone and spiced up his leadership. It is a great conversation on Voice of the Customer, ROI and how […]
Strategy 3 is: set a BHAG. This really helps you to transform and to become the leader you wish to be. Dare to aim for something big, by setting your BHAG. Don’t know yet or don’t even know what a BHAG is? Then surely listen to chapter 3 and get inspired! I read aloud a […]
Hi dear Listener, over the years I have learned that not many CX leaders believe they are a CX Authority. And if you don’t believe that yourself, what do you expect from others? So time to grow your AUTHORITY! Exactly what this podcast episode is all about: growing authority as a customer experience leader. Nienke […]
Choose the path of energy. That’s the second strategy on how to spice up your leadership. Whether it is your leadership in private or business, you need to make lots of choices, small and bigger ones. But how to make this easy for yourself? By choosing the path of energy. If you think ‘huh?’, then […]
On this second episode of CX Leadership Talks we have two guests, both CX leaders and authors: Aleksandra Pilniak and Friederike Niehoff share their expertise in customer experience (CX) leadership. They discuss insights out their brilliant book “Why your customer experience program will fail and 7 proven ways to avoid it” For example the importance […]