Tag Archive of: customer experience

Strategy 17: Mark your results

Mark your results, that's what strategy 17 is all about. Pilgrims mark their results in a credential. And as a pilgrim, every evening I also wrote little summary of the day in my notebook. When I ask CX managers or fellow leaders about their milestones or whether they marked their results, they often remain silent.

In this video I'll tell you why it is important to mark your results. Check it out now!

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I'll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life.

Subscribe to my YouTube channel and you'll be notified if another chapter appears!

Would you rather read my book? You can find it online on Amazon or - in the Netherlands and Belgium - in any bookstore online.

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Strategy 16: Check if you are on track

Strategy 16: Check if you are on track. While walking my pilgrimage I experienced it is key to keep an eye if I was on the right path. Sometimes I got lost and no, that is not what you want as a pilgrim, because those are many extra kilometers to walk. The same goes for CX: check if you are on track. Are you closer to your goals than yesterday? Are you getting closer to your BHAG (strategy 3)?

Let me explain how to stay on track. Enjoy this video!

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I'll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life.

Subscribe to my YouTube channel and you'll be notified if another chapter appears!

Would you rather read my book? You can find it online on Amazon or - in the Netherlands and Belgium - in any bookstore online.

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Stategy 15: Out of office

You must be clear: when you are out of office, you are away. Don't take your laptop to the beach, to answer mails and other stuff, while you could be reading a book, swimming or playing with your kids. Out of office is out of office, remember that.

I'll explain this important strategy for your own sanity in this video!

I read aloud a chapter a week. Enjoy listening to my book. I do hope that I'll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life.

Subscribe to my YouTube channel and you'll be notified if another chapter appears!

Would you rather read my book? You can find it online on Amazon or - in the Netherlands and Belgium - in any bookstore online.

 

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Strategy 13: Get the right gear

Get the right gear, strategy 13. But how to find and finally choose what you need from all that's on offer? Be prepared when you go out for advice, and know what your requirements are. Whether you go out for a backpack or a new CX journey mapping tool.

Have your checklist ready: what's important for you? And for your team? For your organization? More tips in this video!

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I'll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you'll be notified if another chapter appears!

Would you rather read my book? You can find it online on Amazon or - in the Netherlands and Belgium - in any bookstore online.

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Strategy 12: Learn from others

You don't know what you don't know. Right! That's what strategy 12 is about. It is time to learn from others. Make sure you get inspiration. Browse the internet, read books, listen to podcasts, etc. And more important: find people who can tell you stories on the HOW of customer experience management.

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I'll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you'll be notified if another chapter appears!

Would you rather read my book? You can find it online on Amazon or - in the Netherlands and Belgium - in any bookstore online.

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Strategy 11: Planning some white space

Strategy 11, planning some white space, is the first chapter of cluster 3: 'Preparation is key'. It's hard to stick to your bigger goals and to stay creative, if your calendar is fully booked with meetings from early morning to late afternoon. You lack time for planning the future, for strategy and things that might just come along.

In this video you'll learn why you must have white space in your calendar.

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I'll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you'll be notified if another chapter appears!

Would you rather read my book? You can find it online on Amazon or - in the Netherlands and Belgium - in any bookstore online.

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Strategy 10: Prepare for rainy days

Prepare for rainy days! Is that a strategy? Yes, number 10 to be exact. In CX we often outline the ideal situation. A great goal to work towards, butif things go wrong? How do you cope with setbacks?

Being prepared for worst case scenarios is your lifeline. In this video you will learn how to anticipate possible scenarios and rainy days.

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I'll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you'll be notified if another chapter appears!

Would you rather read my book? You can find it online on Amazon or - in the Netherlands and Belgium - in any bookstore online.

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The Role of CX Leadership in Today's World - with Ian Golding

In this episode of the CX Leadership Talks Podcast, Nienke Bloem interviews Ian Golding, one of the worlds famous CX Specialists and fellow CCXP.

Together they discuss a wide range of topics like customer experience management and how to spice it up. Exploring customer experience and the topic of your leadership authority.

If you are interested in CX education and want to learn more about it, this episode is a must-listen. You will gain valuable insights and knowledge from CX experts who have years of experience in the field.

Timestamps

[00:05:14] "External customer-centric expert focuses on empowerment"

[00:08:37] "The Power of Earning Authority for CX Professionals"

[00:13:30] Why Job Titles and Salaries Don't Matter

[00:16:49] "The Importance of Listening to Four Voices"

[00:19:51] The Lack of Leadership Hindering Business Change.

[00:25:28] Board member praises simple customer journey visualization

[00:29:16] Operationalizing Theory: Basics Forgotten in Practice.

[00:31:21] "Siloed working stifles progress in businesses"

[00:34:30] "Eliminate Non-Value Added Work for Efficiency."

[00:36:31] "Identifying Non-Value Added Activity: A Strategy"

Listen to this episode

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Strategy 9: Be practical

Be practical, that is what strategy 9 is about. Many leaders are perfectionists. I think it's holding many people back. Besides that, it slurps all your time and energy.

So, if this applies to you as well, then watch this video now. Better done than perfect, learn how to get things done.

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I'll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you'll be notified if another chapter appears!

Would you rather read my book? You can find it online on Amazon or - in the Netherlands and Belgium - in any bookstore online.

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The red carpet

Let's take a trip back in time. I believe it was somewhere around 1999. I was working at AMEV as a Life inspector, and I refinanced my mortgage. As an employee, I received a nice discount on the mortgage interest rate, and I gladly took advantage of that perk. A few years later, I decided to renovate my home, and once again, AMEV was a great resource for me.

Within AMEV, there was a special office for employees, where everything was taken care of when it came to obtaining a mortgage. Coffee was ready, you could always drop by if you had questions, and communication regarding paperwork and the notary was well taken care of. There wasn't literally a red carpet rolled out, but it certainly felt that way. As employees, we were well taken care of.

As a Life Inspector, I was responsible for a large area, from the east of Utrecht to the German border, and I helped intermediaries choose AMEV for mortgages and pensions. Time zones might be getting mixed up now, but I do remember that my clients - the intermediaries - weren't too pleased with our mortgages processing. The communication was unclear. Their clients didn't understand our letters. It took a long time for official quotes to arrive. There were issues with sending documents to the notary.

I couldn't understand it. Weren't we doing everything right? I truly believed that AMEV provided the red-carpet treatment to customers. Because that was my own experience. In Customer Experience, we call that the 'n=1 situation'. My own experience would also be that of our customers and their customers. Additionally, at that time, I didn't realize that I had an inside-out perspective and was heavily influenced by the 'curse of knowledge'. The what?! I possessed much more knowledge about mortgages, legislation, and processes than the customer obtaining a mortgage. That's what you call the 'curse of knowledge'. As a result, I couldn't empathize with someone lacking that knowledge. I lacked an outside-in perspective.

I accompanied an intermediary to one of his clients and immediately saw where we were going wrong. The red-carpet applied only to employees. But I also immediately saw the potential for improvement. 

That's precisely why I urge everyone to go on customer visits themselves. Step out of your own processes, systems, and mindsets, and see the world through the eyes of the customer. Wherever the customer is. At the company or simply at home. Identify where customers' needs lie, what keeps them awake at night, and where the real potential for improvement lies. Who knows, you might also see where your organization can provide that red-carpet feeling to customers.

 

This blog was written for CustomerFirst and published on July 4, 2023

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