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 [...]
It's 2012 and I've just become responsible for customer experience at KPN in the consumer market. We want to write a change strategy - one that is not just functional, but above all appealing and involves real change. We describe the change from the customer's and the employee's point of view. For the colleagues, we want them to [...]
There I had another one to catch. One of those confirmation letters from a service I purchased. In corporate terminology, I would call this a process letter - one of those letters that the system poops out on its own because a customer has ordered, changed or cancelled something. Of course it is important that these letters come out automated. [...]
What do you think? A yes or a no? I'm curious. But before I sprinkle my opinion around, I'll take you through an experiment. Suppose. You wake up and are cheerful. You jump out of bed fresh and fruity. Because you feel like it. You set to work full of passion. [...]