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: A customer’s perception of all interactions with your company throughout the entire customer journey, across all customer channels. I’d like to explain this in a bit more detail […]
The woman on the phone from the energy company wraps up the call: “Ma’am, you’ll receive an email shortly with a questionnaire. It will also ask you to give me a rating. This is for my personal evaluation. What rating would you give me? Between 0 and 10?” I’m slightly taken aback and stammer, “A nine.” […]
When I hear the title of this movie, what comes to mind is Clint Eastwood on a horse and the great theme song with the whistle in it. A true spaghetti western that was filmed 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 there’s a reason I wear a blue dress when I perform and speak. I call it the birth of my personal brand. Let me share the story with you. It was Sunday, March 29, 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 a problem with the fabric (or rather, the lack thereof), delivery issues, and complications at the factory in Italy. The communication wasn’t exactly smooth, but there was some good news. The sofa was in the Netherlands and was at the shipping company. I got a call from a […]
“Nienke, how about we don’t talk about Coolblue for once? Aren’t there any other cool examples when it comes to customer experience?” A comment from a recent Customer Experience Masterclass. It’s possible that there’s some Coolblue fatigue in the world of customer experience. And yes, I get that. It’s 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’ve visited their theme parks several times, both in Paris and in Orlando. But how do they consistently deliver their Disney Magic? This year, I decided to invest in myself, learn more, and take one of the Disney Institute’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 [...]