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 [...]
Maybe you know, maybe you don't. But me wearing a blue dress when I perform and speak, has a start. I call it the birth of my personal brand. Let me share the story with you. It was Sunday March 29th 2015. I was invited to my first Professional Speaker Association event, not only to [...]
My new sofa was supposed to be delivered. More than seven weeks later than planned. There was something with fabrics (or lack thereof), delivery issues and hassles in the factory in Italy. The communication was not entirely smooth, but there was good news. The bank was in the Netherlands and was with the transport company. I was called by a [...]
"Nienke, let's just not talk about Coolblue for once, shall we? Aren't there any other cool examples when it comes to customer experience?" A comment from a recent Customer Experience Masterclass. It could be that there is Coolblue fatigue in the world of customer experience. And yes, I get that. Always that brand promise, that "Everything [....]
...why you are getting it all wrong when it comes to the visual revolution We are in the age of the visual revolution. I'm sorry? What? Yes, visuals are the bomb. Not just a little bit, but all over the place. Where Instagram is growing like crazy, YouTube is the second largest search engine and [...]