As the year is coming to an end, it's time to look back at 2016 and see in which ways organizations can learn from mistakes in Customer Experience. I've collected my five worst customer experiences this year so we can do better in 2017! And then look out to my five best customer experiences, which I […]
You and I both know it. The battle for the customer has become a digital one. This week I was cleaning out my bookcase. Going through books I used in University (till 1994), some out of date, but most still valid. Flipping through a marketing edition, my eye was caught by the AIDA model. As [...]
The book "Eat, Pray, Love" was one of my favorites. I could see myself eating pizza in Naples, working on my Yoga flexibility in India and of course enjoying love on Bali (who can't?!). This week I had the pleasure of reading her newest book "Big Magic, create living beyond fear". WOWW. Right away I [...]
Hip Hip Hooray. It's International Women's Day. Today I want to ask attention for Women in Customer Experience. To learn who they are and acknowledge them for their leadership, knowledge and experience. Lean in the Conversation! What do we do on International Women's Day? We celebrate women, from a "general celebration of respect, appreciation, [...]
The 14th of February, it's Valentine's Day. The international day of love. There are lovers and haters of this tradition. I can imagine. It sometimes feels like an obligation to show your love because somebody (who?) invented valentine's day. Like mother's day, father's day (where has child's day gone?), secretary day, world whale day (that [...]
In the digital world, the personal touch is often far away. As a customer, you are a number or you are left to your own devices in, for example, an FAQ or a digital Karin. Yet there are companies that do it. Who are digital and human. This week I was surprised by a bank that [...]
This summer I traveled in China with my 16-year-old daughter and 23 other great travel companions. From Beijing to PingYao, Xian, Chengdu, LiYang, Dali, Kunming, Pingan, Yangzhou and leaving the country from Hong Kong. What a beautiful things we have experienced! Business is booming in China, many products we use come from China, but how [...]
There are those moments when you can't believe what an employee does and says. That you stand in a store totally bewildered and feel as if you have been put to shame as a customer. That you would prefer to say something very angry out of sheer impotence. Do you know that feeling? It was a while ago for me, [...]
In june I visited the Gartner Customer Strategies & Technologies Summit 2015. Besides listening and engaging in sessions and workshops, I hosted a panel discussion titled "For the love of your customers, make employee engagement work!" With this blog I share the insights from this engaging discussion. With me on stage, were two leaders with [...]