I'm getting married. Yeah, it's quite something. For some people this is the best day of their lives, but we see it - and perhaps that's because of our age and Dutch background - a bit more practical. We don't live together, so for us it's a day of love. A moment when we [...]
Emotions you really need to recognize when interacting with customers and employees. For all in in customer experience, marketing, sales and operations. The last couple of days my feelings are deeper than a month ago. I feel sad when I see awful images on ICU's and when I hear stories of loss. I feel disgust of [...]
"Improving the customer experience, that's what we're doing." I'm talking to a CX colleague at a government agency. At a big brown paper, she explains to me what I see on this. A beautiful customer journey, full of ups and downs in emotions and lots and lots of post-its. Unfortunately not of very good quality, because [...]
The latest years I have seen many organizations that worked with CX Ambassadors. So many roles, and so many variations of domain of impact. For example, to implement customer improvements, or to be NPS ambassadors from all teams to make sure the metric and the thought behind it stays alive, or to build a culture [...].
Look at this photo. Isn't it a brilliant moment of fame? These are the winners of the International CX Award 2019 for Best Customer Experience Team: the CX team of KCB Bank. This bank is located in Kenya and their CX team nailed it when it comes to CX. What can you learn from them? […]
Okay, when you read this column we're in the end of January. Only I'm writing it now that we've just started the year. And traditionally we think collectively about our good intentions. I wouldn't be a CX expert if I didn't link those resolutions to clients. That's why I'm giving you a nice overview of 20 [...]
Last year around this time, I got to visit two of the greatest names when it comes to Customer Experience. Disney and Zappos. I traveled to California to learn all about CX magic at Disney Institute. In Las Vegas I got a tour at Zappos where I interviewed leaders at their fun property. Many of [...]
It's 2012 and I just became responsible for customer experience at KPN in the consumer market. We want to write a change strategy - one that is not only functional, but above all appealing and involves real change. We describe the change from the point of view of the customer and the employee. For the colleagues we want them to [...]
There I got one again. Such a confirmation letter from a service that I use. In corporate terminology, I would call it a process letter - one that the system automatically throws out because a customer has ordered, changed or cancelled something. Of course, it is important that these letters are automated […]
What do you think? A yes or a no? I'm curious. But before I share my opinion with you, I'm taking you into an experiment. Say. You wake up and you're cheerful. Bright and early, you're jumping out of bed. You're ready! You go to work full of passion. […]