Let's go back in time for a moment. I think it was sometime in 1999. I was working at AMEV as a Life inspector and I closed my mortgage. Because as an employee I got a nice discount on the mortgage interest and I was happy to take advantage of that. A few years later, I started to renovate and also [...].
How much does it cost to go on a pilgrimage? And what is the link with budgeting your CX projects as a CX leader? Budgeting might not be your favorite part of your role, but money is required to bring in results. Watch this video about strategy 8: budgeting. And you'll find out it's [...]
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 interviewing 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 start the CX inspiration day at Starbucks. Along with eight Customer Experience leaders in government, we get a behind-the-scenes look at how they organize customer experience at three companies today. As everyone trickles in, Robin and I stand in line for coffee at Starbucks. We slowly move up and then we are able to [...]
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 at 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 [...]