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 [...].
Customer centric change is a matter of having a long breath: changing behavior and engaging colleagues won't happen in just a month. It is a demanding process, both from you as the initiator, facilitator or leader, as well as from the people you want to engage in the change. Adding FUN to your CHANGE program [...]
We are at my favorite hotel. The receptionist is waiting for us with a big smile. 'Good afternoon and welcome to...' I tell her we have a room reserved in Bloem's name. She dives into her computer screen and digs up our reservation. 'May I see your ID?" she asks. That surprises me, because it [...]
The newspaper got delivered later and later. As a morning person, I was fed up with that. Meanwhile, I saw the call for new deliverers. With a bonus of no less than 1,000 euros for those who want to get on their bikes early in the morning with my newspaper. The newspaper has too few deliverers and in my case that causes inconsistency [...].
It is still summer and I am in a vacation mood. So well, what to write about then? About sun, sea and beach? About Magnums, chips and the two dozen cucumbers we gnawed away on that beach? I'll just leave out the staff shortage, because that's an unsociable subject. We know by now [...]
Every month we send out our CX Greetz. CX Greetz is the name of my monthly CX newsletter, and it's based on how I always end my emails. I end with "happy greetings" instead of "best regards" or whatever you might write there. While we're talking to my community of over [...]
Seven lessons from this not-so-good customer experience... This is an interesting topic: how can you personalise occasions such as birthdays, wedding days and anniversaries? It all starts with understanding and empathising with your customer. What are the expectations? I had a good conversation with my friend Raymond Brunyanszki, the business owner of Camden Harbor Inn [...]
For my 50th birthday, I booked a room for two nights at the Waldorf Astoria in Rome. Because I wanted to treat myself, but also because I wanted to make my 50th birthday a special experience. It is a very large hotel, so I had even given myself an upgrade to the Imperial Floor. Bigger rooms, [...]
As CX professionals, we often send out customer surveys. Or maybe we don't even send them, but we use the content for customer insights or reports. Or to learn from them where we can improve our customer journeys. I know that many CX professionals are not responsible for closing the loop. That's a shame, because it's actually a [...]