Tag Archive by: customer experience

Strategy 18: Stick to the plan

Strategy 18: Stick to the plan. I notice that a lot of organizations are constantly altering their plans. Which is perfectly fine when there is a different goal or a real change of plan. But what I mean is that plans are just being tweaked for the sake of being tweaked, talked about, checked with leaders and checked again.

I always wondered why that was. And I think I have the answer... Yes, you're going to learn the answer in this video. And learn why you need to stick to the plan!

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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Irriklant

Oh well, it's summer. Then we as customers are all in a great mood. We go on holiday and show the best of ourselves. Nevertheless?! Or not...

I got these reviews from a guide who showed us around Jamaica over eight years ago and has to laugh and cry at the same time. We humans are sometimes a bunch of bastards. These are real reviews that she has received from the tour operator. Long live open feedback that you can get from reviews and surveys.

I've listed the eleven worst ones for you.

1. 'It should be forbidden to sunbathe topless on the beach. My husband was very distracted by that, he just wanted to relax a bit and that didn't work out now.'

2. "We went on holiday to Spain and had a problem with the taxi drivers. We couldn't understand them because they all spoke Spanish."

3. "The beach was just too sandy. We had to clean and de-sand everything when we got back to our room."

4. "We found that the sand was not like the sand in the brochure. Your brochure shows the sand as white, but it was more yellow in real life.'

5. "No one told us there would be fish in the water. The fish frightened our children."

6. 'The roads were uneven and bumpy, so we couldn't read the local guidebook on the bus ride to the resort. As a result, we were unaware of many things that would have made our holiday much more enjoyable.'

7. "I compared the size of our one-bedroom suite to that of our three-bedroom friends. And ours was considerably smaller.'

8. "We had to queue outside to catch the boat and there was no air conditioning. That was very disappointing to us.'

9. 'It is your duty as a tour operator to inform us of noisy or unruly guests before we travel.'

10. "My fiancé and I had requested twin beds when we booked, but instead we were given a room with a king bed. We hold you and your organization accountable and want to be compensated for the fact that I became pregnant. This wouldn't have happened if you had given us the room we booked."

11. "I've been bitten by a mosquito. There was no mention of mosquitoes in the brochure.'

What should you do if you get this kind of feedback in your own surveys? I would just do nothing. These people deserve zero attention. You wouldn't begrudge these customers to your competitor just yet.

 

This blog was written for CustomerFirst and published on September 5, 2023

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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 per 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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