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. [...]
Customer Experience: you read and hear a lot about it. But what exactly is it? What is the definition? The definition of Customer Experience that I always use is: The perception a customer has of all interactions with you as a company throughout the customer journey, in all customer channels. I'd like to explain this in a little more detail [...]
The lady on the phone from the energy company concludes the call; "Madam, you will soon receive an email with a questionnaire. In it you will also be asked to give a grade. This is for my personal assessment. What grade do you give me? Between 0 and 10?" I am slightly bewildered, stammering "a nine. [...]
When I hear the title of this movie, what comes to my mind, Clint Eastwood is on a horse and the great title song with the whistle in it. A real spaghetti western which was taped long before I was even born. But I love the movie, the plot and of course the title. It [...]