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 [...]
...or should I say, Employee Experience? Yes, I have been wondering what the title of this blog should be and I chose the one on Customer Experience. Just because I had to choose. If you think after reading this blog, it should be the other way around. Let me know! The 22ndof January 2019. […]
Disney - we all know the brand, and I have visited their theme parks several times. Both in Paris as well as in Orlando. But how do they consistently deliver their Disney Magic? This year I decided to invest in myself and learn more and follow one of Disney Insitute's courses. A separate company, dedicated [...]
"How do you stay inspired, Nienke?" "What companies do you want to visit and learn from their CX secrets?" "Where do you get new material for your speeches and masterclasses?" Three random questions I got from CX peers and personal friends. Very valid questions, because I am a teacher to others, inspire others, get them [...]