Not recognized

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. This surprises me, because it's about the tenth time I've been here. Still, why the legitimacy every time? It must be policy. I don't feel like being difficult, so I fish my driver's license out of my wallet.

Also, in the meantime, I grabbed my credit card. Because I was scammed online last year and so I have new credit card information. 'Can I have yours too?' she asks my husband. He looks at my credit card and she adds "I mean your ID. Huh! Does the guest also have to provide identification? A small sigh escapes me.

'Then the room costs X euros. To this we then add 50 euros per person, for if you go for breakfast, use the room service or bar, if you break something and other things. You will get this refunded if you don't use it. Agreed? I roll my eyes at my husband. 'If we break something! I guess it's also policy and I know she's probably an intern. But this really does feel like the first time we've been here AND like we're going to get drunk, smoke stoned and then smash up the room. Just a little warning for us. Anyway, we are in Amsterdam...

Five minutes later, the procedure is complete. We get our room keys and she explains to us how the elevator works. She also tells us that we have a beautiful room (yes I know, because I specifically asked for it). I briefly ask how things are going with the loyalty system because it went wrong last time. 'Yes ma'am, that does go wrong sometimes, but you can fix that yourself afterwards.' Still no sign of recognition that we are regular visitors. She wishes us a nice stay.

How can this be? Especially in this hotel where we come so often! Where, for the umpteenth time, they do not manage to recognize and greet us at the welcome as returning customers. As a loyal customer, this really makes you feel left out in the cold.

When we get to the room, there is a bear with a handwritten card on the bed. Written by the person with whom I booked the room. Now we do feel welcome. But if I were the director of this hotel, I would immediately do something about the check-in procedure.

 

This blog was written for CustomerFirst and published on February 7, 2023

Don't miss another blog? Sign up for my monthly CX Greetz!

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/by

Out of sight

The newspaper was delivered later and later. As a morning person, I was bummed about that. In the meantime, I saw the call for new delivery drivers. With a bonus of no less than 1,000 euros for those who want to get on their bike with my newspaper early in the morning. The newspaper has too few deliverers and in my case that causes an inconsistent delivery time.

Because of that irritation about the delivery time, I also asked myself a few critical questions. I couldn't explain why I was taking away a huge pile of old paper every week. You can read a newspaper like that digitally, right?

I switched to a digital subscription during the week with a paper newspaper on Saturdays. In this way, I killed two birds with one stone: one less delivery address for the newspaper in the morning and my choice also has an impact on the environment: less tree felling and no more contribution to the paper shortage.

But here it comes. Since I got this digital subscription, I hardly read the newspaper during the week. It's crazy to read the news on my screen via a newspaper app. I actually already did that through nu.nl. Of course, that's where the nuanced opinion is missing. But then again, what am I missing about that!?

The ritual of taking the newspaper out of the bus, drinking a cup of coffee and then reading the newspaper. This now only happens on Saturdays. That is, if the newspaper is physically there.

What does this have to do with the beautiful field of customer experience? Everything. Because even in that, you can sometimes take people along in a change. And what's happening here with my newspaper app is exactly what's happening with strategy plans as well. With customer promises. With work instructions. They're on the web somewhere. But where again? Employees have to find out for themselves where the information is and what the content was. It's not top of mind and it never will be this way. And then, as management, we find it strange that people don't know, understand or support the company's strategy.

Therefore, if you are going to change, think very carefully about your message, the timing and the means. Check regularly to see if your message has stuck. Don't refer to that message somewhere on the intranet. Or that one fifteen-minute presentation in the digital kickoff. That's right: communication is a profession. Every change requires a strong introduction, a repetition and a visible message. Otherwise becomes out of sight, perhaps out of mind. Or the heart is not even ever found. Just like I don't care about that newspaper app. And we all know how that ends: that's a newspaper.

 

This blog was written for CustomerFirst and published on November 1, 2020

Don't miss another blog? Sign up for my monthly CX Greetz!

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/by

Set a BHAG

Read more
/by

The best version

It's still summer and I'm in a holiday mood. So, what to write about? About sun, sea and beach? About Magnums, crisps and the two dozen cucumbers we gnawed away on that beach?

I'll just leave out the staff shortage for now, because that's an unsociable subject. We know by now. We have to wait longer for our coffee and our suitcases. There are fewer trains and you also have to wait a little longer in the call centers. All of this requires something new from us as a customer. Patience.

Fortunately, we are fully prepared for that. Nevertheless? Because we have had the holidays, have been to that beach and have taken long walks. We watched the sunset from that mountain and are well rested. Ready for the last few months of 2022.

I predict you, in the near future we can count on our luck as customers. We may practice patience and kindness. Something we may have forgotten in recent times. I call for a loving approach to all staff who serve customers. In restaurants, at the bakery, the butcher, in call centers, the delivery drivers, receptionists, stewards, cleaners and desk staff. You get the idea by now.

Be prepared for the world turned upside down. The service staff is in power. Not us as customers, but them, on the other side of the bar. Because somewhere they have disappeared. They preferred to work at the GGD. Wearing a mask, they stuck a stick in their noses and throats to test. I'd rather do that than serve us as customers. And I understand that. Because how much fun are we as customers? Those disgruntled faces, drumming impatient fingers and disapproving looks. Maybe it's just us, the customer? That has to change.

So are you ready? To be the coolest version of yourself? To call the insurance call center with a smile, while the bill for your renewal is not clear? To just add another five if you're waiting five minutes for your cappuccino and then say a happy Thank You to that girl on the terrace, who is clearly having her first day at work?

Let us as customers be the reason that everyone wants to work in customer service again. Of course, also because it is wonderfully arranged in organizations and is well paid. But mainly because customers are sweet. Because they are patient, even when things don't work out. Because customers give compliments. Be the best version of yourself as a customer in the coming months. The world needs us.

 

This blog was written for CustomerFirst and published on September 6, 2022

Don't miss another blog? Sign up for my monthly CX Greetz!

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/by

Out of office is out of office

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 round up my emails. I'll end with "happy greetz" instead of "sincerely" or whatever you might write there. While we send it to my community of over 2,200 interested people, we also get a lot of out-of-office messages.

Some make me frown: "I'm out of the office right now, when I come back all emails will be deleted, so please resend it on date x". Some make me laugh: "I'm busy watching Christmas movies, see you later", and some make me spontaneously cringe: "I'm on vacation for the next three weeks, but if you really want to reach me, please send me a text."

No. No. No. Of course, this comes across as very helpful and benevolent, but you certainly don't help yourself with that. Let's take a closer look at one such situation: a colleague decides that he needs you for something very important. He texts you and asks for your help and refers to an email he sent you.

You're sitting on the beach with your partner and maybe even with your kids. It's sunny, you drink a cocktail and the sushi is brought within twenty minutes. Your phone makes the text message: "Hi, this is work!" Just when you were supposed to enjoy some mental and physical relaxation.

Because you have a strong sense of responsibility, you open your email and read the message your colleague sent. You answer his question. And now you're at it, so you read all the other emails at the same time. Your partner asks what you're doing and you grumble about coworkers who apparently can't live without you. You see all kinds of things where you are needed. Somehow, the atmosphere and energy has changed.

Believe me, holidays are holidays. You have to be clear: if you're gone, you're gone. Make sure colleagues can manage what needs to be managed. It's only when you're back that you're really back in the office. Because as soon as you start responding to emails and text messages, people think you're available and you've created your own misery.

Make a clear out of office, mentioning who you can contact during your absence, because you are not available right now. Now it's up to you to trust your colleagues to run the place when you're not around. And, of course, to change your voicemail and your WhatsApp profile text.

I think back to my own experience, when I took my laptop with me during my first hiking stage. While I was helping a number of clients and answering emails, they thought I would also answer the questions that came out of that email. Every night I found myself having to open my laptop to check emails. And not only that, every night I sat with work thoughts that stuck in my head. Because I also use WhatsApp in a business context, I then changed my profile text to "Walking pilgrim's path -> date X". When people texted me, I sent them a request to send an email instead and I mentioned that my assistant would take care of it since I was on a pilgrimage. And not at all surprising; Everyone understood!

We humans need mental rest. Time away from the office like vacations, or like I've done, walking a pilgrim path. These are perfect moments for a mental reset. To create the ideal setting, you need to be clear to the outside world. Create boundaries and set the tone. Holidays are Holidays. Not even a little work, not one email.

During the later stages of my pilgrimage, I didn't have my laptop with me, but I also instructed my team in a better way. "Manage all customer emails and requests yourself. I believe in you and when I get back, I'll be fully rested and energized enough to get all the work done again." That was clear to everyone. Mental peace for me and my trust in them made them feel like the company was in safe hands.

Believe me. Clarity and acting on it paves the way. Out of office is out of office.

 

This blog is from my latest book 'CX is a pilgrimage – 50 strategies to spice up your leadership'. The book will be published at the end of September 2022.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/by

Nienke's five-star hotel experience - CX lessons learned

Seven lessons from this not-so-good customer experience...

This is an interesting topic: how can you personalize occasions such as birthdays, anniversaries, and anniversaries? It all starts with understanding and empathizing with your customer. What are the expectations?

I had a good conversation with my friend Raymond Brunyanszki, the business owner of Camden Harbor Inn in the US. A Relais & Chateaux hotel and restaurant, where luxury and personal attention are central to keep guests coming back. He told me that they ask their customers for special days. They have found a way to systematize expectations and then translate them into solutions in business operations.

Here's what I'd recommend to the CX leader at the Waldorf Astoria:

  1. In the CX strategy, determine how important special moments and alignment with guest wishes actually are. In my opinion, it is extremely important in the luxury segment. Because good food or a nice wellness is only possible with personal attention. So clarity in strategy is key.
  2. When booking, ask guests if there are any special days or wishes. So that the staff knows this in advance. This way, they can anticipate these moments and organize some memorable experiences.
  3. Make sure the CRM system recognizes these special days. I'm a Hilton Honors member and they know my date of birth. So on the day itself, the system could have given a certain mention, that at least during check-out the employee would have seen that it was my birthday and congratulated me.
  4. Make sure you have a number of branded gifts and a manuscript ready, including what you need to do and when. This way, employees can easily grab a gift and a card from the shelf and present it to the customer. Branded, because if the customer shares a photo on social media, it is also great marketing for you as an organization.
  5. Train your staff to pick up on signals when special moments arise. Make them alert.
  6. Discuss special moments in the morning when starting up the teams on the shop floor. Do we have guests with special moments, who need extra attention today? If there is attention in the team and maybe even some game elements are added, it becomes a sport to exceed the expectations of the guests.
  7. What if you missed the mark? It happens. Don't just ask at check-out, "Did you have a pleasant stay?" Almost everyone says yes, and that's not how you get any valuable information. Instead, ask, "What could we have done better, what would have made your stay even more enjoyable?" That's genuine curiosity and really helps you learn where you can improve as an organization.

So plenty to learn from this. And... you might even see even more CX pro suggestions. Please share them!

/by

Nienke's five-star hotel experience

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's a very big hotel, so I even upgraded myself to the Imperial Floor. Larger rooms, a special lounge with drinks and snacks, but also – I thought – more personal attention.

Was it a fancy hotel? YES.

Did it have a great spa? YES.

Did it have a beautiful outdoor pool with fluffy beach towels? YES.

Did it have an excellent breakfast? YES.

'Product wise' it was all very good.

But did the hotel have any personal attention regarding my 50th birthday? NO.

It was a disappointment. One of my friends from the Netherlands had arranged a bottle of prosecco, a box of chocolates and a personal note for me, which were delivered to my room on my last night as a 49-year-old. I also mentioned my birthday in the lounge (because I know most CRM systems fail). But on the morning of my 50th birthday, I didn't receive a single congratulatory message from the hotel. Not in my room, not at breakfast, not in the lounge, not at check-out. Nothing. Even though they should have known...

I began to wonder if five-star luxury hotels have become a commodity? I don't know, but I do know that if you're a luxury brand that promises a certain level of personalized service, this is a big mistake. I also shared this story on Linkedin, where many agreed that the hotel missed the mark. But some called it a possible culture gap. That is possible and maybe this is true for Italian birthdays, but the guests at the Waldorf (which I saw) were mostly Americans or English-speaking guests. And I know how important birthdays are to Americans! Even more so than for me as a Dutchman.

The interesting thing was that at check-out, the staff member asked if my stay had been pleasant. And that was true, so that's what I indicated. This is also where they fell short in asking for feedback. (Be sure to read the CX lens blog in which I share my suggestion for them!) And... I didn't receive a survey. The staff of the Waldorf can only read my experience on LinkedIn (or in this blog).

Why did I post on LinkedIn? Not because I wanted to fix this. Because if I had wanted to, I would have called the hotel, or sent a 'complaint'. No, it's more of a question for us as CX professionals. What do you do with these special days? Especially in the leisure industry. Was I expecting too much as a guest? I made this post to share, learn, and get the conversation going.

So, click on to read this case from the professional CX lens!

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/by

This is how to handle customer surveys properly - CX lessons learned from TESO

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 reporting. Or to learn from it where we can improve our customer journeys.

I know a lot of CX professionals aren't responsible for closing the loop. That's a shame because it's actually a very important part of CX. You can really impact customer experiences and make a difference in your customers' lives. This is exactly where too many companies go wrong. So, if you do it right, you'll stand out from the crowd.

Lessons to be learned and actions to be taken:

A. The Strategic Lens:

  1. Responsibility. Find out who is responsible for closing the loop. If no one is responsible, make sure you discuss this and arrange responsibility.
  2. Leadership engagement. Align leadership on the topic. Does management think it's acceptable for you not to respond to surveys or reviews? Let them put it to the test themselves, so that they can experience for themselves how your company deals with feedback. That's how you create the buy-in you need.
  3. Future experiences. Determine how closing the loop fits in with your company's strategic goals and how you want to act on them. Are there certain customer segments that you do or don't want to respond to? Do you focus on transforming detractors into neutrals, or neutrals into promoters? Use your strategic lens and have those valuable conversations.
  4. Business case: Yes, you have to calculate what it will cost to be able to process all the feedback. Or start a pilot first to see what the impact is, so that you can calculate the ROI later.

B. The Tactical Lens:

  1. Why – Clearly describe why you do what you do. This way, you can explain to the team members how closing the loop fits into the company's strategy. What the benefits are. What went wrong in the past. How this will contribute to the future.
  2. Who – Who is actually going to take action based on the feedback? Is it the webcare team or the customer contact centre? Schedule time and, if necessary, have a conversation with HR about workers to be deployed. The who is often ignored. But also think about the who in customers. Is it the zeros and ones that you come back to? The neutrals? Or just the people who complain? Make it very specific.
  3. What – Describe what you need to do. Maybe a short script is needed. Always apologize, fix the problem, and go the extra mile. What kind of small gift can your colleagues give? Help them by outlining a framework about what you expect from them. Arrange for them to log into the CRM system.
  4. When – Do you call the customer the day after the feedback? Do you do that in the morning? How often do you try? But do you also have to report on progress? Describe everything, so that you organize it well in the long run.

C. The Operational Lens:

This is simply about implementation: concrete action. Calling customers. Troubleshooting. Celebrating successes. Involve others.

I suggest you think big and start small. Choose a pilot project. Experiment. In the long run, this will lead to your great success.

At the ferry service, they gave feedback their primary focus (I checked that afterwards). Employees have been trained to deal with feedback and have turned it into a game. They prided themselves on being able to solve problems and contact customers. They arranged it and acted accordingly. As a customer, I felt the same way. Now it's up to you to do the same!

Want to make sure you don't miss any more CX classes? Then sign up for my monthly CX Greetz, in which I share many CX experiences, inspiration and lessons with you.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/by

'Closing the loop' in CX at the TESO ferry on Texel

This story is about an 'old' customer experience. It's been over 2 years and I remember it like it was yesterday. Here we go.

Because my mother lives on the island of Texel, we often take the ferry to the island. I am even a shareholder in the ferry. One of the shareholder benefits is a special card with a credit on it to take your car with you for free five times a year. Every year on 1 January, these credits are automatically transferred to your card. Easy peasy, in other words.

It's January 5th and my car and I are at the ferry check-in. I give my shareholder card to the employee and she says, "Sorry, no more credit." I'm a little baffled and start the conversation that something must have gone wrong. It's the 5th of January, so it's almost impossible to have used up all my credits yet. She's not willing to help, no empathy. I have to go to the TESO office, which is only open during the week. And that's exactly when I'm not on Texel. But that was my problem. Not hers. She forces me to buy a ticket and I'm not happy. And that's putting it mildly.

I can't remember exactly how I got in touch with TESO. Maybe I sent an email. But I got a survey from the TESO and I gave them my feedback. Honestly didn't expect anything from it as 99% of companies don't take action on feedback. In CX terminology: no closing the loop.

The next day, the phone rings. I see a Texel's number, since I recognize the area code. A colleague from the TESO Boat Service asks me about my recent experience. She wants to know what happened, how I felt, and what I see as a solution.

She apologized for what had happened. What I really liked is that she didn't slander her colleague. She just said it wasn't the right response. And that she was going to solve the case. Of course, I didn't have to come to the office. She asked me to email a recent photo of myself (there is a photo on the shareholder card). Then she would arrange a new pass. This card was sent to my home address with the credits.

Two days later, my card arrives in the mailbox. With a sincere apology and a small present. I receive four coins for free coffee with apple pie. For me and my family the next time we take the ferry. What a way to create a beautiful moment for me. I can make my family happy with a treat and TESO is put in the spotlight, because they absolutely shine when it comes to 'closing the loop'. The problem has been solved, they have taken away my bad feeling and I have a nice memory of how this company understands how to make customers happy.

From this blog, I distilled some CX lessons. Curious? Read them here!

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/by

4 reasons why you should read 'The Power of Moments'

Sometimes you read a book that hits like a bomb. A book that makes you think: I want to remind myself of these words over and over again. I would have to reread this book every now and then, no, every year! The Power of Moments by Dan and Chip Heath is one such book. It is very valuable for both your professional and personal life. To be more precise, this book is a must-read for any CX professional.

Four elements

The Power of Moments is about powerful moments: a meaningful moment contains one of the following four elements:

  • A moment of elevation
  • It allows people to gain insights for themselves
  • It makes you proud or
  • You make a meaningful connection

Of course, a powerful moment can contain more than one of the above elements and even all four.

But why should you read this book? I think it can help you in four ways.

1. For customers: create meaningful moments in your customer journey

By implementing milestones in customer journeys, organizations make a real connection with their (positively surprised) customers. That's what it's all about: making meaningful connections with your customers and delivering value. The best way to do this is to have your colleagues read this book as well and brainstorm about where in the customer journey you can create these meaningful moments. It's a great way to improve your customer journeys and you can be sure of loyal customer ambassadors. This is a serious task for any CX professional!

2. For transformation projects: insights that support your change process

If we want to change the way we work, for example in terms of customer experience, we all know that we can't change our behaviour and culture overnight. This takes time. What this book The Power of Moments makes clear is that you can't change people all at once. But by creating meaningful moments in your transformation projects, you can certainly encourage people to change their behavior. If you let people put it to the test themselves, if they are proud of their work or contribution to the company. Take the time to show that you care about them and are attentive to them. This really helps you make a meaningful connection.

3. For your team: celebrate your team successes

If there's one way to create team spirit, it's by creating meaningful moments. Think of ways to celebrate your team's successes. Don't forget to highlight a team member when he or she has done an excellent job, or simply when it's someone's birthday. This doesn't mean a lot of extra work; Just take the time to really notice people, to have a good conversation. In short: by showing that you care about them, you create a lot of goodwill.

4. For Yourself: Improving Your Personal Relationships

It goes without saying that if you take the time to create meaningful moments in your personal life, you will deepen relationships with other people. Or create such a moment yourself, as I did with my pilgrimage for my 50th birthday. Everyone needs meaningful connections, that's what makes our lives memorable and valuable. But this also applies outside of your personal 'bubble': make time to greet people, smile at people you pass. You can make connections anywhere.

If we all put in our best to create meaningful moments, we would have happy and loyal customers and employees. And not only that. I am sure that we will be able to make this planet a better place for everyone.

Do you like to read inspiring articles and books about Customer Experience? Then sign up for my monthly CX Greetz, in which I share many CX experiences, inspiration and lessons with you.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/by