5 Customer Experience Lessons for a Rainy Day

Last week I ordered a set of cards from a print shop. Since I wanted to show them to my team on Texel, I placed an urgent order and paid an extra 20% for next-day delivery. Late that afternoon, I received an email. Their printer had broken down, so delivery would be delayed by one day. It was nicely communicated, yes. But my job was simply to have the cards with me the next day. They broke their promise.

I asked for my 20% back, but received a disappointing response. Knowing that, as a CX professional, I can be a picky customer, I decided to ask my LinkedIn community for their thoughts. Thirty-two of you joined the conversation, and the insights were brilliant.

The comment that received the most likes came from Arne van Weenen, and I couldn’t have said it better myself. Here is his answer, translated into English:

“There’s a big difference between how we wish companies would act and how they actually act. Most are trapped in their own processes, and yes, they may be ‘in the right,’ but that’s not how you win customers.

Step one: Do everything you can to ensure the customer receives their order on time, even if that means manufacturing it elsewhere.

Step two: Explain and discuss what is still acceptable to the customer.

Step three: compensate. Otherwise, it’s a case of “operation successful, patient deceased.”

Clear. Sharp. And painfully true. Thank you, Arne, for sharing your CX wisdom.

As I read through all the comments, I realized that this situation isn’t just about a broken printer. It’s about flawed logic—when internal thinking takes precedence over the customer’s perspective. So it made me wonder: what can you do when there are rainy days instead of sunny ones?

Based on all the answers and my own knowledge of customer experience, I created this for you:

Five CX lessons from this rainy-day dilemma:

  1. Process Thinking vs. Customer Thinking
    Print&Bind focused on how they handled the order internally (“your order is still treated as urgent”) rather than on the customer’s experience. Customers never buy a process. They buy a promised result.
  2. Promises shape perception
    “Next-day delivery” isn’t just a nice bonus. It’s a basic expectation. When it falls short, satisfaction plummets instantly. The way you handle these moments shapes loyalty far more than your terms and conditions ever will.
  3. Service Recovery as an Opportunity
    They missed a golden opportunity for recovery. Waiving the 20% rush fee or adding a small gesture, such as a handwritten note, would have cost very little but earned lasting goodwill. As Khachig Assadour said, “A problem only becomes a real problem when it’s not solved.”
  4. Responsibility lies with the company, not the customer
    Invoking “force majeure” might be legally correct, but it’s not customer-centric. The breakdown was their risk, not mine. Taking ownership would have turned a disappointment into a positive experience.
  5. Prepare for rainy days
    This is the big one. Every organization should anticipate foreseeable issues, such as system failures or supply problems, and plan its response from the customer’s perspective. When things go wrong (and they will), being prepared makes all the difference.

So, my dear Business Friend, go out and identify your own “rainy day” scenarios—those moments when things tend to go wrong. Because when trouble strikes, how will you respond? Make sure you’re prepared, with your “rainy day” customer journeys in place.

When you're prepared for the rain, a single employee can't ruin your reputation. As happened in this scenario. The good news? The CX lead at Print&Bind has reached out and is genuinely eager to learn.

Because… It’s not the sunshine that builds loyalty. It’s how you show up when it rains.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX newsletterto stay informed. 

 

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Lead Your Leaders – The Mindset Shift Every CX Leader Needs

There’s something I’ve noticed time and time again in CX.
And I’ve done it myself, too. 

We love to talk about leaders.
How “they don’t get it.”
How “they only care about KPIs.”
How “they never spend time with customers.” 

Does that sound familiar? 

For years, that’s exactly what I did. I complained, rolled my eyes, and pointed out what wasn’t working. Until one moment changed everything. 

It was 2013, around Valentine’s Day, when I was heading up CX at KPN. I had written a blog post about a wonderful customer interaction, and someone asked, “Why isn’t your CEO responding to this?” I shrugged it off, saying, “He should know about it!” 

But my boyfriend at the time looked at me and asked,
“So, Nienke, did you actually tell him about it?” 

That question hit me like a brick.
Because no, I hadn’t. 

I expected leadership to “get it,” without ever helping them get there. 

That moment made me realize something fundamental:
As CX leaders, we can either judge or get involved.
We can either stand on the sidelines… or help leaders lead. 

It’s so easy to point out what’s wrong.
It’s much harder—and much more powerful—to step in and set things right. 

From that day on, I started asking myself:
* How can I make it easier for leaders to connect with customers?
* How can I help them make confident decisions about customer experience (CX)?
* How can I come across as a human partner, not just “the CX person”? 

It all starts with a shift in mindset.
From frustration to facilitation.
From blaming to building bridges. 

Because when we build bridges with our leaders, everything changes.
CX becomes easier. Decisions are made faster. And you’re no longer the lone voice of the customer—you’re part of the leadership team driving real change. 

If this resonates with you, I invite you to listen to my latest episode of the CX Leadership Talks podcast , titled Lead Your Leaders. 

In it, I share the full Valentine’s Day story (including a bold email to the CEO that almost gave me a heart attack) and three practical ways to put this shift in mindset into action. 

Listen to the episode here.

And as you listen, think about this:
Who is one leader in your organization you could help this week?
Maybe by simplifying a decision, planning a customer visit, or just sending a thoughtful note. 

Because the moment you start leading your leaders is when CX leadership truly begins.

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX newsletter.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX newsletterto stay informed. 

 

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What if CX leadership were more about heart than KPIs?

Five Leadership Lessons from Ted Lasso

Some evenings, when my head is full of frameworks, KPIs, and CX strategies, I love to unwind and watch a good TV show. Lately, I’ve been revisiting one of my all-time favorites: Ted Lasso.

If you haven’t seen it yet, here’s the short version. Ted is a cheerful American coach who suddenly finds himself leading an English soccer team. He knows nothing about soccer—not even the offside rule—but he knows everything about people. And that, my friends, is exactly where true leadership begins.

As I rewatched the series from my sunny spot in the south of France, I couldn’t help but think about how much we, as CX leaders, could learn from Ted. Because let’s be honest, too often we hide behind dashboards, playbooks, and metrics. They matter, of course, but CX leadership isn’t just about managing systems. It’s about leading people with heart.

Here are my five favorite leadership lessons from *Ted Lasso* that every CX leader can use to spice up their leadership.

  1. Be a goldfish

Ted tells one of his players, “You know what the happiest animal on earth is? A goldfish. You know why? It has a ten-second memory.”
As CX leaders, we all make mistakes. A presentation that flops. A stakeholder who says CX is too fluffy. A budget request that gets rejected. The key is to learn fast, forgive fast, and move on. Being a goldfish doesn’t mean ignoring failure. It means letting it go quickly so you can keep leading forward.

  1. Believe in your team

Ted believes in his players even when they’re losing. Belief isn’t blind optimism; it’s seeing potential before it’s been proven. In CX, we need that same belief in our teams, in our colleagues, and in the leaders who are still learning to care about customers. Belief builds courage. Evaluation builds fear. And customer-centric cultures thrive on courage.

  1. Be curious, not judgmental

This is one of Ted’s favorite quotes, and one of mine too.
As CX leaders, we often judge. We judge leaders who don’t get it. We judge customers who complain. We judge colleagues who resist change. But judgment closes doors. Curiosity opens them. The next time you face resistance, pause and ask, “What’s really going on here?” Curiosity shifts energy from defensiveness to discovery, and that’s where transformation begins.

  1. Find Your Cookies

Every morning, Ted brings his boss a pink box of cookies. Small, consistent gestures that show care and build trust.
In CX, our cookies are those thoughtful little rituals that build connections. Maybe it’s how you start your team meetings by expressing appreciation, how you celebrate progress, or how you share a great customer story. Small gestures build big trust.

  1. Laugh at yourself

Ted never pretends to have it all figured out. He laughs at himself. He admits when he doesn’t know something. And people love him for it.
As CX leaders, we often feel the pressure to know everything—the data, the strategy, the roadmap. But authenticity beats perfection every time. Laugh at yourself, share your lessons, and others will follow your lead with more openness and joy.

So what if CX leadership really were more about heart than KPIs?

Ted didn’t win because he knew football. He won because he knew people. And that’s what CX leadership is all about: creating an environment where people want to play the game of customer centricity.

Because the truth is simple. We can only win when everyone is on board.

So here’s my invitation to you. Bring a little Ted Lasso energy into your week. Believe more, judge less, and keep leading with your heart.

Want to learn more?

Listen to this episode of CX Leadership Talks: What if CX leadership were more about heart than KPIs? Five lessons from Ted Lasso on your favorite podcast platform.

Listen to the episode here

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX newsletter.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX newsletterto stay informed. 

 

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8 Reasons You Need a CX Strategy (Served Black, Please)

It’s National Coffee Day, and I’ll keep things simple. When I order coffee, I don’t need ten pages of options. Just give me a cappuccino or a strong black coffee. Simple. Clear. Energizing.

Your CX strategy should be the same.

Too many CX teams rely on 40-slide presentations filled with projects, action items, and buzzwords. But if you can’t explain what you do in two minutes, how will your board, your colleagues, or your employees ever explain it for you? That’s why I swear by the one-pager strategy.

Here are eight reasons why you need one, based on research, proven practices, and my own leadership insights.

  1. Clarity and Alignment

MIT Sloan research shows that fewer than half of leaders can explain how their team’s goals align with the company’s overall strategy. That’s alarming. A one-pager makes it crystal clear. It illustrates the connection between CX initiatives and organizational priorities. It’s the simplest way to get your board, your peers, and your own team on the same page.

  1. Focus

A one-pager forces you to make choices. No laundry list of 25 projects, no endless to-do lists. Just the few things that matter most. Gartner emphasizes that real strategy is about prioritization, and a one-pager demands that discipline. It serves as a visible reminder of the battles you must win and helps you stay focused when tempting distractions arise.

  1. Execution

Many strategies fail because they are never put into action. Harvard research shows that only about 10 percent of strategic plans are effectively executed. A one-pager bridges this gap. Because everyone can see it, everyone can use it to guide their daily work. It turns strategy from theory into practice.

  1. Agility

Strategy isn't a one-time exercise. Circumstances change, competitors adapt, and customer expectations evolve. If your strategy is buried in a massive presentation, updating it feels like rewriting a book. A one-pager makes it easy to revisit and adjust, supporting an iterative approach to strategy that keeps you relevant.

  1. Decision Making

Every CX leader knows the challenge: dozens of requests land on your desk every week. Without a clear filter, it’s tempting to say yes to everything. A one-pager provides that filter. It becomes the standard against which every project is evaluated. Does it support the strategy? Then yes. If not, then no. This discipline prevents overload and ensures that resources are allocated where they matter most.

  1. Engagement

Employees engage with what they understand. A long and complicated strategy causes people to tune out. But a one-pager, written in simple language and supported by clear visuals, encourages participation. It allows teams to tell the story themselves, share it with others, and feel a sense of ownership. That engagement generates energy, and energy drives results.

  1. Sharp Thinking

Condensing your CX strategy into a single page isn’t just a communication trick. It’s a leadership exercise. It forces you to cut out the fluff, challenge your own assumptions, and make clear choices. McKinsey points out that the discipline of simplification improves strategic quality. In other words, the process of creating a one-pager strengthens your thinking as a leader.

  1. Tracking Progress

Finally, a one-pager provides a clear framework for measuring progress. You can map milestones directly to your pillars, show how far you’ve come, and highlight results. This visibility fosters accountability and makes it easier to celebrate successes along the way. And celebrating progress is key to keeping your team motivated over the long term.

Your CX Strategy: Black or Bloated?

So here’s the choice. You can go for the bloated 40-slide latte filled with buzzword syrup. Or you can choose the strong black coffee of a CX strategy, boiled down to one page. My advice? Keep it stupid simple.

If you're wondering how to get there, here's your first step. Join my free webinar on "Strategy on a Page." In one hour, I'll help you create your own one-page CX story.

Register here

Because in CX leadership, just like in coffee, simple is powerful.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX newsletterto stay informed. 

 

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The Five Life Trends for 2025 – A Conversation with Bart Verouden, CCXP

The world of customer experience is constantly changing. Expectations shift, technology evolves, and trust is constantly being tested. As CX leaders, it is our job to look beyond the day-to-day and spot the signs of what’s to come. 

That is exactly why I invited Bart Verouden, CCXP, Senior Manager of Innovation & Business Development at Accenture, to join me on the CX Leadership Talks podcast. Bart is a Lean Black Belt, a lifelong learner, and a member of the team at Accenture Song that publishes the annual Life Trends Report.

I’ll be honest. I’ve seen plenty of trend reports in my career. Some are superficial, others too abstract. But when Bart first presented the Life Trends Report at a CXPA session, I was blown away. His ability to simplify complexity while connecting the dots between research, human behavior, and practical action makes these trends not just interesting but essential. 

The Five Life Trends for 2025

  1. The Cost of Hesitation
    Fake news, deepfakes, and scams are everywhere. More than half of people worldwide have encountered false or misleading content online. This erosion of trust leads to hesitation. Customers pause before clicking, buying, or sharing. For CX leaders, the challenge is clear: build confidence, remove doubts, and make every interaction trustworthy.My reflection: Recently, I received an email from my bank about a refund. My very first thought was, “This must be a scam.” Only after checking the banking app did I believe it was real. That immediate hesitation shows just how fragile trust has become. 
  1. The Parent Trap
    Today’s parents are raising children in a digital world without a playbook. Technology offers connection and learning, but it also poses risks. People expect companies to take responsibility by setting safer defaults, creating transparent products, and fostering healthier digital habits. CX leaders can play a role here by shaping ethical and family-friendly experiences.My reflection: I see this with my 12-year-old stepson. He plays Roblox and other online games that I barely understand. As parents, we can’t guide every aspect of their lives, so companies must carefully consider their role in fostering safe and healthy digital habits. 
  1. The Impatience Economy
    We live in an age of instant answers. Influencers thrive because they’re quick and relatable, while traditional institutions often move too slowly. Customers expect the same speed from brands—but without sacrificing depth and quality. This trend challenges us to rethink communication: short, to the point, trustworthy, and delivered in the right format.My reflection: At our CX Masterclass, participants often have practical questions. I used to answer them one by one via email, but now I’ve built a chatbot that provides 99 percent of the answers immediately. People no longer have to wait, and the friction is gone. That’s the impatience economy in action. 
  1. The Dignity of Work
    Happy employees create memorable customer moments. Disengaged employees make experiences feel purely transactional. More organizations are finally recognizing the direct link between employee experience and customer experience. For leaders, this means investing in autonomy, trust, and meaningful work. Dignity flows directly into every customer interaction.My reflection: In Gothenburg, I returned three times to the same restaurant. The food was excellent, but the waiter never once acknowledged us as regular guests. No smile, no “welcome back.” It turned every visit into a transaction. The dignity of work matters because it shows in every customer moment. 
  1. Social Media Rewilding
    After years of everything being digital, people are craving more authentic and real-world connections. It’s not about abandoning technology, but about finding balance. Customers want digital tools that support their lives, not replace them. For brands, the challenge is to create joy both offline and online, blending convenience with a human touch.My reflection: I notice this myself on LinkedIn. Posts where I share something personal often get far more engagement than posts that are purely informational. People crave authenticity. They want to see the person behind the professional, and brands should never forget that. 

Why This Matters for CX Leaders 

These aren't just buzzwords. Each trend reflects a shift in how people behave, what they expect, and how organizations must respond. As Bart puts it, growth happens when people feel understood. 

For me, that is the essence of CX leadership. Understanding people—whether customers, employees, or society—and then designing experiences based on real needs. 

Listen to the episode 

If you want to stay ahead as a CX leader and prepare your organization for what's next, this episode is for you. 

You can listen to the full episode here.

And please let me know: which of these five trends resonates most with you and your organization? I’d love to hear your thoughts.

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX newsletter.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX newsletterto stay informed. 

 

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Push the Button: Finding Flow in CX Leadership

Every summer I meet up with my business friend Mia in Gothenburg. We’ve made it a tradition to spend a few days together: reflecting on where we want to go, what we want to let go of, and what steps we need to take. And of course, we always mix business with pleasure, enjoying plenty of fika (and cinnamon buns), shrimp dinners, and long walks along the harbor.

This year, one theme kept coming up in our conversations: flow.

The Power of Flow

Flow is that powerful state of mind where you’re completely absorbed in what you’re doing. Time flies. Ideas come pouring out. You feel brilliant and unstoppable.

Psychologist Mihály Csíkszentmihályi, who first studied flow, found that people experiencing flow are not only more productive, but also report higher levels of satisfaction, creativity, and happiness. Flow occurs when challenge and skill are in perfect balance: you’re stretched, but not overwhelmed.

For me, I often find myself in a state of flow when I write, although I can procrastinate just as easily. Another time I experience it is when I connect with CX professionals. Listening to your challenges, sharing insights, and feeling that spark of connection—that’s when I know my work as a CX leadership educator brings value.

But here’s the thing: flow doesn’t just happen by accident. It takes intention. Clear goals. Setting aside time in your calendar. And sometimes… you simply need to push the button.

The Art of Pressing the Button

In Gothenburg, I was reminded of this quite literally. At the waterfront cabins where we stayed, there was an art installation: a large brown structure with a button. Naturally, I pressed it. And suddenly, water started flowing.

Isn't that synchronicity at its best? The universe giving me the perfect metaphor: when you press the button, the flow begins.

What’s your CX button?

So, let me ask you:
What brings you real joy and makes a real difference in your CX leadership, and what’s the key you need to push to make it happen?

Here are seven CX buttons you might want to try:

  1. The engagement button – Invite your leadership team to join a customer call-back session.
  2. The Strategy Button – Set aside time to update your CX strategy and roadmap, rather than getting bogged down in day-to-day issues.
  3. The measurement button – Decide which KPIs really matter, and let go of vanity metrics.
  4. The education button – Invest in your own growth and skills (for example, by joining the CX Accelerator).
  5. The celebration button – Take a moment to celebrate CX successes with your team before rushing on to the next task.
  6. The simplicity button – Eliminate one annoying process or point of friction for customers this month.
  7. The Focus Button – Say no to any initiative that doesn’t support your CX strategy.

Big or small, every button counts. The key is to make a conscious choice, press it, and see what happens next.

Ready to invest in your own growth?

As Csíkszentmihályi said, flow occurs when challenge and skill are in balance. And let’s be honest: our profession is challenging. The best way to stay in flow is to keep working on your own knowledge and skills.

I came back from Gothenburg feeling fully inspired, smiling, and yes, in the zone. And I hope this story encourages you to tap into your own CX.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX Greetz to stay up to date. 

 

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CX Leadership This Summer: The Power of ONE

Summer is here. Or almost. And with that, things tend to slow down. Our calendars are less packed, our inboxes are quieter, and if we’re lucky, we have a little more breathing room. It’s the perfect time for reflection. And for taking a different kind of CX leadership action.

Not by launching new programs or creating complex roadmaps.
But by doing something smaller. Much smaller.

Something I call the Power of ONE.

What is the Power of ONE?

It’s a mindset I’ve embraced in my own work recently. Especially when doubt creeps in.
When I wonder if this newsletter reaches people. If my podcast episode resonates. If I’m doing enough.
And then someone tells me. They listened. They took action. They felt inspired. That’s when I remind myself:

If I’ve inspired even one person, that’s a success.

That’s the Power of ONE.

But this isn’t just about me. This is for you, too. Especially if you’re a CX leader.

Your Summer Challenge

In my latest podcast episode, I invite you to take CX leadership in a different direction this summer.

The episode is titled: "
" CX Micro-Missions: Scale is overrated. Start small. Start now.

And in it, I share three simple CX missions. Each one includes practical steps you can take right away.
Think of ideas like:

  • Call one customer who gave harsh feedback.
  • Send a handwritten thank-you note to a long-time client.
  • Share a short story that brings CX to life.
  • Thank a quiet hero on your team.
  • Think about one mistake you've made and share what you learned from it.

These are small things. But they foster connection. They build trust. They create a ripple effect.

The inspiration for this episode came from a Harvard Business article on leadership and trust.
It stated that leaders set the tone for culture through their actions.
It also noted that authenticity, transparency, and vulnerability are key ingredients for trust.
And trust is what fuels change.

How to Join the Challenge

Here’s my summer challenge for you.
For every week you work this summer, pick one of the micro-actions from the episode. Just one. And do it.

You don't need a plan. You don't need a project. You just need to take action.

And I'm curious. What will your ripple look like?

Listen to the episode

CX Micro-Missions: Scale Is Overrated. Start Small. Start Now.

Let’s keep it human. Let’s keep it simple.
Let’s start small. Let’s start now.

Want more CX leadership insights? Connect with me on LinkedIn, and sign up for my weekly CX Greetz.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX Greetz to stay up to date. 

 

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What Female CX Leaders Can Learn from the Rules Nobody Teaches You

On this week’s podcast, something different. For once… it’s in Dutch. Why? Because the topic we discussed hit close to home and needed to be said the way we say things here: clear, direct, and with a touch of gezelligheid.
But don’t worry—here’s the gist in English. Because whether you speak Dutch or not, this is a game you’ll want to win.

The Game No One Told You About

Together with Elisa de Groot, a gender diversity expert and co-founder of InTouch Female Leadership & Career Academy, we discussed the game that’s played in most organizations—the one with unwritten rules, hidden power plays, and archetypes that influence who gets the credit, who gets promoted, and who is simply… ignored.

Elisa has been helping women navigate these dynamics for nearly 30 years. And she’s not about pretending to be someone else. She’s about helping women expand their behavioral toolkit so they don’t just work hard, but work smart.

For CX and customer service leaders: this is for you

As women in customer experience, we often lead with purpose, passion, and expertise. But when we don’t see our ideas take hold, or we’re passed over for opportunities, or we discover that someone else is earning more for the same work, it hurts. Been there, done that. And I shared my own story on the podcast.

Key takeaways you should know:

  • Success isn't just about your content; it's about how you navigate the organizational landscape.
  • Influence starts with visibility. Stop hiding your ambition. Say it out loud.
  • Strategic doesn't mean inauthentic. It means drawing on both your feminine and masculine qualities.
  • Start small. Try keeping a weekly “Tadaa notebook” where you list your successes. (Brilliant tip from Elisa.)

Why This Matters

Because when women in CX advance, organizations improve. Customers are served with empathy and strategy. Teams become stronger. And let’s be honest: you deserve the recognition, salary, and authority that match your talent.

Want more?

Elisa and I are co-hosting a Dutch masterclass on Stratego for Women on November 18. If you’re in the Netherlands (and speak Dutch) and want to expand your influence as a CX leader, you’re very welcome to join us. Click here for more information.

And even if you don’t speak Dutch: this episode is a powerful reminder to look beyond your to-do list and start playing the bigger game.

Now it's your turn.

What’s one thing you can do today to act more strategically?

Let me know—I love hearing from you.

Want more CX leadership insights? Listen to the full episode, connect with me on LinkedIn, and sign up for my weekly CX Greetz.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX Greetz to stay up to date. 

 

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Is your CX strategy the plan of a winner?

The 112th edition of the Tour de France kicks off on July 5 in Lille. The riders are in top shape, the jerseys are clean, and the teams are ready. All eyes are on the yellow jersey.

And me? I found my own cycling inspiration this week. Right in the heart of Amsterdam.
No bike in sight. Just a stage and one powerful leader.

I had the pleasure of attending a GRAYSE networking session (thank you, Cas!) at HEMA HQ, where CEO Saskia Egas Reparaz shared her story. And wow, what a story.
Visionary. Warm. Bold. Human. She completely captivated the room.

From falling behind to taking the lead

When Saskia took on her role four years ago, HEMA—the much-loved Dutch brand, now 99 years old—was at a standstill. Too many projects. No clear direction. Progress? Minimal.
Or as she put it: “We were trailing at the back of the pack.”

So what did she do?

➡️ She chose to focus.
She and her team made a "don't-do" list.
Wholesale in Spain? Stop.
Working in English while being a proudly Dutch brand? Stop. Dutch became the main language again.
That clarity created space to move forward.

➡️ They redefined their strategy with purpose.
A more beautiful everyday life.
They reconnected with customers. Refreshed the stores. Reimagined the product lines. And most importantly: revitalized their culture.

Saskia shared one of her favorite examples: the “grow-along” baby onesie. Instead of a onesie your baby outgrows in a month, this one grows with them. Practical. Beautiful. Sustainable.
That’s customer experience aligned with purpose.

➡️ She didn’t wait for perfection. She started riding.
What stuck with me most was Saskia’s mindset.
She didn’t wait for the perfect moment or a flawless strategy.
She said: “Better an imperfect plan executed than a perfect plan left on the shelf.”

Now, four years later, HEMA is back in the race. As Saskia puts it: “We’re in the peloton now, and ready to leap forward.”
Ready to chase that yellow jersey.

And how does she keep her team on their toes?

With one simple, powerful question:

“Is this a winner’s plan?”

So now I’ll ask you the same thing.

Are you ready to shift gears in your CX strategy?
Are you sitting in the peloton, waiting for the perfect moment… or are you ready to lead?

If you want to sharpen your CX vision, inject more energy into your strategy, or simply get back on track—I’m here to help. Whether you need a CX sounding board, a strategic sprint, or a fresh pair of eyes.

Let’s make sure your strategy is a winning plan.

I'm wearing my blue dress and I'm cheering you on—go for that yellow jersey!

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX Greetz to stay up to date. 

 

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Why Warmth Might Be Your Most Powerful Leadership Skill (Even in CX)

Let’s start with something every customer experience leader needs to know.

Not just a “nice-to-know” insight, but the kind of truth that reshapes the way you lead.

According to research by Drs. Susan Fiske and Nicolas Kervyn of Princeton University, people judge others—yes, including us CX professionals—based on two qualities: warmth and competence.

Warmth is about friendliness, trust, and empathy.
Competence is about skill, results, and effectiveness.

Now here’s the surprising part:
When it comes to collaboration, warmth often matters more than competence.

People would rather work with a lovable fool than a competent jerk. Why? Because warmth builds trust. It opens the door to real conversations. It creates a sense of safety. And when you combine that with actual competence, that’s when true leadership power emerges.

There’s even a model for it (you know I love a good visual):

  • Lovable Star (High warmth, high competence): Desperately wanted
  • Competent jerk (High competence, low warmth): mostly avoided
  • Lovable fool (High warmth, low competence): mildly wanted
  • Incompetent jerk (low warmth, low competence): avoided at all costs

A Real-Life "Lovable" Star in the Dolomites

Last week, I saw this theory put into practice. Call it real-life research.

We were supposed to head to Tuscany to see the Mille Miglia. But with a forecast of 34 degrees, we changed our plans.
New plan: the Gloriette Guesthouse in Oberbozen, nestled in the Italian Dolomites. Just 25 rooms. A rooftop infinity pool (yes, that photo). And a spirit as generous as the surrounding mountains.

The service? Impeccable. Warm and professional. But one person really stood out.

Andi, the owner, who runs the hotel with his wife Junika.
He checks guests in himself. He chats with them during breakfast. And on Thursdays, he hosts a wine tasting (he’s a certified sommelier) filled with stories, passion, and local pride. Of course we joined ????.

Andi knows what he’s doing. He does it with grace. And he does it with a smile.
True competence. Even greater warmth.

He doesn’t just run a hotel. He creates an atmosphere.
That’s what made him, without a doubt, the Lovable Star.

And that energy? It sticks.

The Pitfall of the Competent Jerk

Confession: when I get busy or hyper-focused, I can lose my warmth.
I get snappy. Quick. Impatient. (Sorry!)

Not exactly the vibe you're looking for—unless you're going for "Competent jerk in a blue dress."

So I took a moment. I floated in the rooftop pool. I reconnected.

I may have looked like a full-fledged influencer, but what I really did was hit the reset button.
Breathe. Reflect. Remember who I want to be.

Not just skilled. But kind.
Not just effective. But empathetic.
Not just competent. But warm and competent —in balance.

So, CX leader, here’s something to think about:

  • Where do you fall on the Warmth-Competence matrix?
  • Are you showing warmth in your meetings, feedback sessions, and casual conversations?
  • Are you the "Lovable" star—or is it time for a fresh start?

Because the truth is:
People don’t just follow smart leaders.
They prefer working with warm ones.

So whether you’re running a workshop, leading a session, or providing feedback—bring both:

Your expertise.
And your warmth.

That’s where effective CX leadership begins.

And P.S.: If you’re ever looking for an unforgettable stay in the Dolomites, check out Gloriette Guesthouse. My vacation is over, but I’m bringing a fresh dose of warmth back to Utrecht. CX hugs to everyone.

Until next time, keep spicing up your Customer Experience leadership.

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX Greetz to stay up to date. 

 

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