You don't know what you don't know. Right! That's what strategy 12 is about. It is time to learn from others. Make sure you get inspiration. Browse the internet, read books, listen to podcasts, etc. And more important: find people who can tell you stories on the HOW of customer experience management. I read aloud [...]
Strategy 11, planning some white space, is the first chapter of cluster 3: 'Preparation is key'. It's hard to stick to your bigger goals and to stay creative, if your calendar is fully booked with meetings from early morning to late afternoon. You lack time for planning the future, for strategy and things that might [...]
Prepare for rainy days! Is that a strategy? Yes, number 10 to be exact. In CX we often outline the ideal situation. A great goal to work towards, butif things go wrong? How do you cope with setbacks? Being prepared for worst case scenarios is your lifeline. In this video you will learn how to [...]
In this episode of the CX Leadership Talks Podcast, Nienke Bloem interviews Ian Golding, one of the worlds famous CX Specialists and fellow CCXP. Together they discuss a wide range of topics like customer experience management and how to spice it up. Exploring customer experience and the topic of your leadership authority. If you are interested [...]
Be practical, that is what strategy 9 is about. Many leaders are perfectionists. I think it's holding many people back. Besides that, it slurps all your time and energy. So, if this applies to you as well, then watch this video now. Better done than perfect, learn how to get things done. I read aloud [...]
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. [...]