Choose the path of energy. That's the second strategy on how to spice up your leadership. Whether it is your leadership in private or business, you need to make lots of choices, small and bigger ones. But how to make this easy for yourself? By choosing the path of energy. If you think "huh?", then [...]
On this second episode of CX Leadership Talks we have two guests, both CX leaders and authors: Aleksandra Pilniak and Friederike Niehoff share their expertise in customer experience (CX) leadership. They discuss insights out their brilliant book "Why your customer experience program will fail and 7 proven ways to avoid it". For example the importance [...]
The first section of the book is about: How to start? From idea to action. And the first strategy is that NOW is always a good moment to start. Sounds obvious, but I'm sure that almost everyone has a bucket list item covered in dust, with no other plan than to do it someday... I [...]
On this very first episode of CX Leadership Talks, our host Nienke Bloem, a CCXP (Certified Customer Experience Professional) with 20 years of corporateand 8 years of CX Entrepreneur experience, dives deep into the world of customer experience management. As someone who believes that CX is a core part of her identity, Nienke shares insights [...]
How to spice up your leadership? That is what my book 'CX is a pilgrimage' is all about. In 2021, I decided to spice up my life and found the magical connection between Customer Experience, pilgrimage, and leadership. I walked 1,000 kilometers on the Via Francigena, a pilgrim's path in Italy and finished in Rome [...].
For a customer experience workshop I am conducting, I designed materials and had them printed. When I receive the envelope of printed materials, 75% of the order is missing. Fortunately, I was in plenty of time to order and didn't need the materials right away. Calling me is not possible during business hours, as I am participating in the [...] that day.
I pretty much always offer delivery drivers a cup of coffee. Or in the summer, I have a few cans of soda cold. Or maybe they want to use the restroom? Usually they turn this down, because busy busy busy, but sometimes there is a need and some time for it. Like last [...]
Yes! February, the month of love. Or to put it a little more precisely, the month in which Valentine's Day falls. That day when many people send a card. Buying a bar of chocolate that says "I love you" and then giving it to a loved one. Or send someone a message. To our loved one, a friend, [...]
As a CX leader you are often not the person in charge. Ultimately, that is someone from the board or C-Suite. You have to take that into account in your stakeholder management. You do not only lead and advise your team, but you [...]
We go back in time about ten years and I am sitting across from my then CEO. I have been in charge of KPN's Customer Excellence team for three months now. I am new to the company, he even a little newer. My objective is to bring the relational NPS from -14 to zero in a little less [...].