The last months I spoke to over twenty CX leaders and most of them were just... um, how to say it.... tired. They were tired of the back to back online team meetings. The lack of seeing team members in person. So I asked them, "How do you stay inspired?" Most of them had no [...]
You might think, this is weird; what does speed have to do with CX? Let me explain and start by sharing my personal story of last month in Italy. Most of you know that I am walking a pilgrimage. The Via Francigena is my path for the next year. 1,000 kilometres by foot. A challenge [...]
We're on a campsite, in a cottage. And that's not just any campsite, but one that's hip and therefore quickly sold out. The booking already took place last November, bearing in mind that I would be abroad the whole month of June for wonderful speaking assignments and CX master classes. But [...]
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? […]
Ok, it's late January when you read this column. Only I am writing it as we have just started the year. And traditionally, that's when we collectively think about our good intentions. I wouldn't be a CX expert if I didn't link those resolutions to customers. 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 [...]