Tag Archive from: cx blogs

Meet Mr. Fly (and YES it might be what you think...): A lesson in brand experience

Picture this: my team and I arrive in Rome, ready to check into a gorgeous penthouse Airbnb overlooking Piazza Navona. A real gem with high ceilings, beautiful bedrooms, and an incredible rooftop terrace calling out for Italian wine and good company. It was perfection - almost. Then, we met our host.

As we approached, there he was, waiting at the door, looking like he'd just rolled out of a bar. Rumpled clothes, and yes, an open fly. But it wasn't just his appearance - his whole attitude was off. He sped through a checklist, barely made eye contact, and didn't seem to realize he was the first impression of this five-star space.

To be fair, we had a lot of laughs about "Mr. Fly" all weekend - he became the unforgettable "quirk" of our trip. But let's be real: none of us would want a "Mr. Fly" representing our brand. Because no matter what your brand stands for, you want each part of the experience to match, especially the human part.

The face of your brand matters!

Every customer touchpoint counts, but people - their attitude, their behavior - are what customers remember most. In our case, we expected someone who matched the elegance and warmth of the penthouse, not someone who seemed indifferent and out of sync.

So, what's the takeaway from Mr. Fly?

  1. Align people with the brand promise: Whatever your brand represents - be it warmth, innovation, reliability - make sure your team reflects it. Every interaction should bring that brand promise to life. It's not just what's said but how it's said.
  2. Consistency is key: Often, it's the small things that leave the strongest impression. Your people need to understand and naturally embody the brand. Every touchpoint - from the first greeting to the goodbye - adds up.
  3. Customer perception is reality: Each interaction can either build or break down your brand. Just like Mr. Fly's checklist approach didn't fit the luxurious vibe, your team's attention to detail matters too. Customers notice, so make sure it all aligns.

Just some final thoughts:

If you want your brand to resonate, make sure each part of the experience feels connected. From the main product to the little details like personal style, every element matters. Think of it as one continuous story that reflects your brand's personality and values.

Because in business, just like in life, you want everything to match the experience you're promising. If it's a penthouse, let it feel like a penthouse. If it's a tech company, let it feel innovative. And if it's hospitality, make it feel warm and welcoming.

Here's to hoping Mr. Fly gets the memo too.

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

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

 

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Personalized Customer Experience: The power of handwritten notes in a digital world (+ podcast)

In an age where digital communications dominate, the charm and impact of handwritten notes in business are more relevant than ever. Our latest episode of CX Leadership Talks explores how integrating this personal touch into customer journeys can foster meaningful relationships and distinguish a brand. Here, we'll outline five strategic points in the customer journey to incorporate handwritten notes and explore the benefits of scaling this practice.

Five opportunities to use handwritten notes:

  1. Post-purchase thank yous: After a customer makes a purchase, sending a heartfelt handwritten note expressing gratitude can significantly boost the relationship. This touchpoint transforms a transaction into an expression of appreciation, reinforcing customer loyalty.

  2. Birthday and holiday greetings: Recognizing personal milestones with handwritten cards not only delights customers but also demonstrates thoughtfulness and care beyond the usual business interactions. It's a subtle yet powerful way to keep your brand top-of-mind.

  3. Apology and win-back strategies: When things go awry, a sincere apology in the form of a handwritten note, possibly coupled with a goodwill gesture (like a discount or a freebie), can turn service hiccups into opportunities for positive customer sentiment.

  4. Special occasions and anniversaries: Celebrate special events related to your business and the customers' involvement. This could be a note congratulating them on an anniversary with your services or thanking them for attending a special event.

  5. Surprise and delight initiatives: Beyond expected occasions, sending random notes of gratitude or surprise gifts can delight customers. These gestures, when least expected, can lead to delighted customers who are eager to share their positive experiences.

Benefits of scaling handwritten notes:

  • Personalization at scale: Automation technology, when thoughtfully integrated, allows businesses to extend personalized touches to a wider audience without losing the charm of handwriting, creating memorable exchanges on a larger scale.
  • Consistency in customer experience: By automating these processes, businesses ensure every customer receives a well-crafted, consistent message that aligns with your brand ethos, eliminating the variability of manual efforts.
  • Operational efficiency: Scaling handwritten notes reduces the manual burden on employees, allowing them to focus on other strategies to enhance customer experience while still ensuring that personal touch reaches every client.
  • Cost-effective personal touch: Automated systems for handwritten notes can deliver the same deeply personal connection without inflating costs associated with human resources, making this practice sustainable even for growing businesses.
  • Increased customer engagement: Handwritten notes often evoke stronger emotional responses when compared to digital messages. Scaling them allows you to tap into this engagement potential extensively, improving customer retention and lifetime value.

Ultimately, while technology aids operations, the sentiment behind handwritten notes - that genuine appreciation and effort to connect - remains impactful. Using these notes strategically throughout the customer journey can invigorate a brand's relationship-building efforts and leave lasting impressions on customers. Embrace this approach, and witness enhanced bonds and loyalty flourish in your business.

Are you eager to dive deeper into how personalized communication can transform your customer experience? Don't miss our latest episode of CX Leadership Talks.

In this conversation, Nienke Bloem sits down with David Wachs, the CEO of Handwrytten, to explore how businesses can blend the charm of handwritten notes with the power of automation. You'll hear real-life success stories, practical tips, and insights on making every customer feel valued. Tune in now for an inspiring look at the future of authentic customer connections!

 

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

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

 

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Celebrating fun days with a CX twist!

As CX leaders, we often find inspiration in the most unexpected places, and this week is filled with fun, quirky celebrations that we can draw a little CX magic from. November 18 brings a trio of special days: Minnie Mouse's Birthday, National Vichyssoise Day, and Underwater Hockey World Day! Yes, you read that right. Let's dive into how these lighthearted celebrations connect to what we do in CX.

Minnie Mouse's Birthday!
Minnie Mouse has been an icon of joy for nearly a century, and her influence reminds us of the power of delight in customer experience. Back in 2019, I had the privilege of attending Disney's "Service Excellence" course, and I can tell you, Disney knows how to blend serious learning with a touch of fun. As CX leaders, it's a lesson worth noting: the most effective CX strategies often mix purpose with playfulness, creating memorable moments for our customers - and our teams.

National Vichyssoise Day
Now, on to the curious case of Vichyssoise, the classic potato and leek soup, pronounced "vish-e-swaz." It's traditionally served cold, but it leaves a warm impression - a bit like a CX surprise done right! In CX, a small, unexpected touch can create a memorable impact. Imagine giving your customers an experience that leaves them smiling long after - it's that little twist that makes a difference. So, while you might not be serving cold soup, think about how you can add a dash of the unexpected to delight your customers.

Underwater Hockey World Day
Yes, it's a real day! And if you've ever felt like CX leadership is a bit like underwater field hockey - fast-paced, intense, and occasionally breathless - you're not alone. In this sport, as in CX, teamwork, strategy, and keeping an eye on the goal are essential. And sometimes, you're navigating rough waters. But together, as a team, we make waves that count.

This week is a great reminder to embrace the joy and surprise that CX leadership can bring. So, whether you're bringing a bit of Disney-inspired delight to your work, serving up something unexpectedly memorable, or navigating the fast currents of CX, let's have a little fun along the way.

Here's to a week of CX magic, a touch of whimsy, and a big splash of creativity!

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

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

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Why personal elements are key to your CX Story, your CX change narrative

In today's fast-paced, data-driven world, we often find ourselves relying on hard facts, figures, and metrics to tell our stories as leaders. After all, numbers don't lie, right? But here's the thing: while numbers might tell us what's happening, they rarely make us feel anything. And without that emotional connection, the impact of our message can fall flat.

As CX leaders, we're in the business of creating experiences that resonate deeply with customers - experiences that evoke emotion, build loyalty, and inspire action. But to do this effectively, we must first understand a fundamental truth: it's the personal elements that make our leadership, our strategies, and our presentations truly memorable and meaningful.

The power of YOU in your CX Story

Whether you're presenting a new CX strategy, rallying your team, or influencing key stakeholders, it's not just about what you're saying - it's about how you say it and how much of you is in it. Bringing personal stories, experiences, and insights into your message not only humanizes you but also helps create a deeper connection with your audience.

Here's why personal elements matter:
1. Building trust and connection
Trust is the cornerstone of any strong relationship, and it's no different in leadership. When you share personal experiences, challenges, and successes, you give your audience a glimpse into who you are as a person - not just as a leader. This openness builds credibility and trust. When people trust you, they are more likely to follow your lead, support your vision, and take action.
2. Creating emotional engagement
Facts and data alone rarely inspire action. Stories, on the other hand, trigger emotions - and emotions drive behavior. Sharing personal stories that resonate with your audience makes your message more compelling. It helps your audience not just understand but feel the importance of what you're saying. When people feel something, they're more likely to remember it and act on it.
3. Memorability and impact
According to research from Stanford, stories are up to 22 times more memorable than statistics. Think about it - how many presentations filled with data have you forgotten as soon as they ended? But a well-told story? That sticks with you. By weaving personal elements into your presentations and communications, you ensure that your message leaves a lasting impression.

From data to meaningful stories

Let me give you a personal example. When I first started leading CX at a major company, I was preparing for a crucial presentation to senior leadership. I had all the data points lined up - charts, graphs, performance metrics - you name it. But something was missing. I knew the presentation needed more heart to truly resonate.

So, I hired a speech coach who helped me find my authentic voice as a speaker. They taught me that while data is essential, it's the personal stories that bring those numbers to life. From that moment on, I began incorporating more of me into my CX presentations - my own experiences, struggles, and successes. And the result? My audience connected with my message on a deeper level, and I was able to inspire action in a way that cold, hard data alone never could.

How to incorporate personal elements into your CX leadership storytelling

So how do you bring more of you into your CX strategy and leadership? Here are a few tips to get you started:
1. Be authentic
Authenticity is key. Don't be afraid to share your personal journey - the good, the bad, and the lessons learned. Your vulnerability makes you relatable and human.
2. Share stories that resonate
Choose stories that align with your message and that your audience can connect with. Whether it's a customer experience that changed your perspective or a leadership challenge you overcame, make sure the story adds value to your point.
3. Connect the dots between personal and professional
Use your personal stories to illustrate larger business lessons or strategies. Show how your personal experiences shaped your approach to CX and how they can apply to your audience's challenges as well.
4. Make it about your audience
While your stories should reflect your personal journey, always keep your audience in mind. Ask yourself: What do they need to hear? How can your personal story help them grow and succeed?

The bottom line

Incorporating personal elements into your CX leadership is more than just adding a personal touch - it's about creating a connection. It's about inspiring your team, engaging your stakeholders, and making your message memorable. When you bring more of yourself into your leadership, you build trust, foster engagement, and drive meaningful action.
So next time you're preparing for a big presentation or working on your CX strategy, remember: facts tell, but stories - and the personal elements within them - sell.

Want to learn how to craft your own CX Story?

Join the CX Story Online Training and discover the secrets to impactful storytelling that puts YOU at the heart of your CX leadership. This comprehensive 6-week program will guide you through crafting a powerful CX narrative that inspires change and engages your organization.

Thank you for being part of this CX journey. Together, we'll create the ripple effect that drives outstanding customer experiences! Ready to get started? Sign up here and take the first step toward transforming your CX leadership.

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

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

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The CX Story Blueprint: How to create and apply it as a CX Leader

First of all, a big thank you for all the wonderful reactions to last week's blog on being the CRO - Chief Reminder Officer! Your feedback keeps me energized and motivates me to keep delivering valuable content for your CX journey.

Today, I want to take you behind the scenes of a transformative weekend I had on September 14th and 15th at the Catalyst Content Retreat with the brilliant Jane Anderson in King's Cliff, Australia. For over a decade, I've been in business, and I'll be the first to admit, creating consistent, high-impact content hasn't always been easy. That's why I was so eager to learn from Jane, who has developed a fantastic system of "pink sheets" to structure content creation.

After two full days of workshopping from 9 AM to 5 PM, I left with newfound clarity on how to structure the content I share with you. Jane's approach was so inspiring that I couldn't stop myself from working on it even after a long day! As energized as I was, I realized that's exactly what I want for you when it comes to building your CX Story - a framework that keeps you motivated and engaged long after the initial excitement fades.

CX story blueprint

Enter: The CX Story Blueprint

While Jane has her pink sheets, I've developed something of my own for CX leaders like you - the CX Story Blueprint! It all started at the CX Leaders Advanced event in Denver, where I tested this method for the first time. Now, it's a cornerstone of my upcoming CX Story Online program. I know so many of you are eager to craft a compelling change narrative for your organization but are unsure where to begin. That's exactly why I created the CX Story Blueprint.

Why the name "blueprint"? Well, blue stands for trust, reliability, and professionalism - qualities we need as CX leaders, right? It also symbolizes calmness and clarity, which are essential when guiding your organization through CX transformation (and let's not forget, it's the color of my signature blue dresses ;-)).

The four elements of the CX Story Blueprint

Now, let me give you a sneak peek into the CX Story Blueprint. It's built on four essential elements that help you create a story that connects with your audience and drives meaningful change. Here's a preview of the framework:

1️⃣ The personal element: This is your opportunity to connect on a human level. It's where you share a personal story that ties you to the content and draws your audience in. In next week's blog, I'll share tips on how to choose personal stories that resonate with your audience.

2️⃣ The sense of urgency: Why is it crucial for your organization to focus on customer experience right now? Whether it's linked to declining NPS scores, shifting market demands, or a new company mission, you must create a sense of urgency that shows CX is not just important-but critical.

3️⃣ Your CX strategy: This is the roadmap for guiding your company toward a customer-centric future. It outlines the key components, such as voice of the customer, customer journey mapping, and metrics. In the webinar, we'll explore how to build a robust CX strategy that drives impactful change.

4️⃣ Call to Action: This is where many CX leaders miss the mark. Too often, a presentation ends with a vague closing statement. But what we want is a call to action that sparks movement, creating the ripple effect that leads to meaningful progress. In two weeks, I'll be sharing techniques to craft calls to action that get results.

Ready to build your CX Story?

Imagine having a structured framework that helps you consistently craft compelling narratives to drive change and inspire a customer-centric culture. With the CX Story Blueprint, you'll gain the tool to do just that, helping you engage stakeholders and promote meaningful shifts within your organization.

I'm thrilled to introduce the CX Story Online Training - a 6-week, step-by-step program that brings this framework to life. Led by CX expert Nienke Bloem, this training dives deep into the art of creating and delivering a powerful 10-minute CX story that aligns with your company's strategy and spurs real action.

If you're ready to elevate your leadership and make a lasting impact, sign up now and start building the CX narrative that will transform your organization from the inside out.

If you have any questions or thoughts about building your CX story, feel free to reach out. I'd love to hear from you!

Until next time, keep leading with heart and creating those CX ripples.

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

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Spice up your CX leadership: Why YOU need to be the Chief Reminder Officer

In the fast-paced world of customer experience (CX), leading your organization to customer-centric success is no easy task. It requires more than just understanding your customers - you need to inspire your team to embrace that same mindset. And to do that, you must become what I call the Chief Reminder Officer (CRO).

 

chief reminder officer

So, what exactly does it mean to be the Chief Reminder Officer? Let me explain.

What is a Chief Reminder Officer?

As CX leaders, we are used to wearing multiple hats. We are strategists, communicators, innovators, and sometimes even cheerleaders. But there's one role that often gets overlooked, and yet it's critical to long-term success: repetition.

The biggest problem in communication, as George Bernard Shaw famously said, is the illusion that it has taken place. We present our CX strategy once, send out a few emails, and then expect it to magically embed itself in our organization. But research tells us otherwise.

The Forgetting Curve, discovered by psychologist Hermann Ebbinghaus, shows that 58% of information is forgotten within just 20 minutes! After 30 days, that number skyrockets, leaving only 21% of the message remembered. If we truly want to drive customer-centric change, we can't afford for our message to be forgotten.

The Forgetting Curve Hermann Ebbinghaus

That's why the role of the Chief Reminder Officer is so vital. Your job is to keep repeating the message - constantly reminding your team of the CX vision, the strategy, and the direction. This is how you create what I like to call the CX Ripple Effect.

How repetition creates lasting impact

Let's break it down. Imagine you're throwing a pebble into a pond. The first time you share your CX strategy, that's the first ripple. It might be small, and it will fade if not repeated. But if you keep throwing in that pebble - through meetings, workshops, emails, presentations, and one-on-one conversations - the ripples will grow larger and larger. Eventually, your message will become part of your organization, influencing decisions and actions at every level.

I've seen this firsthand during my time leading CX transformations. When I was responsible for CX at KPN, we used the same CX story for over two years. We repeated it in leadership meetings, team presentations, and workshops. The result? The story became a guiding principle for the entire organization, shaping how we approached customer experience and ensuring alignment from the top down.

Creating your CX Story

Now, you might be thinking, "That sounds great, Nienke, but where do I start?" It all begins with crafting a CX story: a narrative that communicates the urgency, the strategy, and the call to action for your organization. This story needs to be clear, compelling, and repeatable.

Your CX story is more than just a strategy document; it's a transformational tool. It provides direction, helps with decision-making, and unites your team around a common goal. And, most importantly, it's something you'll repeat again and again as you take on the role of Chief Reminder Officer.

If you're ready to dive deeper into the art of crafting a CX story and learn how to make it stick, I invite you to listen to my CX Leadership Talks Podcast. In my latest episode, I discuss the power of becoming a Chief Reminder Officer and how it can fundamentally shift your CX leadership approach. I also share practical tips and real-world examples to help you build and repeat your own CX story with confidence.

Ready to spice up your CX leadership?

If you're serious about spicing up your CX leadership, I encourage you to take the first step today. Becoming the Chief Reminder Officer for your organization isn't just about repeating the message; it's about embedding customer-centricity into the DNA of your team. With consistency, clarity, and the right CX story, you can drive lasting change that truly impacts your customers and your business.

To get started, listen to the podcast episode on becoming a CRO and learn how to craft a CX story that sticks.

➡️ Listen to the CX Leadership Talks Podcast now

Thank you for being a part of this CX journey. Together, we'll create the ripple effect that drives fabulous customer experiences!

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

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

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CX Lessons from Bali: People, place, and profit

As customer experience professionals, we know that delivering exceptional service is a continuous journey - one that involves constant learning, adapting and evolving. This month, I've been lucky enough to take that journey to a whole new destination: the beautiful island of Bali. What I've experienced here has sparked new ideas for CX leadership that I'm excited to share with you.

 

 

Originally, I came to Bali for a Leadership Retreat, but as plans shifted, I found myself with time to reflect, create new content and prepare for the upcoming Global Speaker Summit. And while soaking in the Balinese culture, I couldn't help but notice a few things that perfectly align with the principles of great customer experience. As I explored, I started thinking about three essential elements: People, Place, and Profit.

 

Here's how these insights can help us all elevate the CX in our organizations:

  1. People: The power of warm, genuine service

One of the most striking things about Bali is the hospitality. From the moment you arrive, you're greeted with smiles, direct eye contact and a genuine willingness to serve. There's a warmth here that can be felt everywhere - from the hotels to the markets - and it's incredibly infectious.

As CX leaders in large corporations, we often talk about creating a customer-first culture, but Bali reminds us that it's not just about processes or systems - it's about the people. So here's a question: Are we empowering our teams to deliver this kind of warmth and connection? Are we ensuring that every touchpoint with our customers is driven by genuine care? Whether it's your frontline employees, sales teams, or even leadership, think about how you can inspire more of this customer-centric spirit in your organization.

  1. Place: Environment speaks louder than words

I'm currently staying at the Hilton in Nusa Dua, and what strikes me is the meticulous attention to detail. From the beautifully curated decor to the constant care that goes into maintaining the space, everything is designed to make you feel welcome and at peace. Each morning, I see staff sweeping the paths, and ensuring that every detail is just right. It's not just a hotel - it's an experience.

This got me thinking: How do our physical or digital environments reflect our organization's values and the experience we want to create for our customers? Whether it's the layout of your retail spaces, the design of your website, or even the aesthetics of your office - are we paying attention to the details that matter? As leaders, we need to ensure that every aspect of the "place" reinforces the experience we're promising. As soon as I am back home from Bali, I am redoing my office because it needs a purge AND it can breathe even more the Nienke Bloem brand.

  1. Profit: Creating value through connection

Here's where Bali really surprised me. From the moment you hop into a cab at the airport, the driver is not just taking you to your destination - they're engaging with you. "Where are you from? How long are you staying? Can I offer you a tour?" At first, it might seem like casual conversation, but there's a deeper purpose here. The Balinese are skilled at creating value through connection. They're not just providing a service - they're building a relationship and looking for opportunities to add value.

In corporate environments, we can sometimes get caught up in the numbers, but let's not forget that profit and customer connection go hand in hand. Every interaction is an opportunity - not just to close a sale, but to build a relationship that benefits both the customer and the business. Are we for example training our teams to recognize and act on these opportunities? How can we create more win-win situations where customers feel valued and we create long-term business growth?

The balancing act of processes and flexibility

Now, it's not all perfect. Like many places, Bali has its share of rigid processes. Sometimes, people here are so focused on following procedures that they lose sight of the customer's immediate needs. As I tried to book a pilates class, the only way it could be booked was through Whatsapp and I am not showing you the thread of the conversation, but let's say that I know they could have made it effortless for me by for example working together with an app called Classpass.

It's a valuable reminder for us as CX leaders: Processes are essential, but they should never overshadow the human element of service. We need to ensure that our teams have the flexibility to adjust and adapt when needed, always keeping the customer's experience at the forefront.

Bringing it all together

So, what can we take from Bali back to our corporate CX strategy? It's simple: People, Place, and Profit. Focus on empowering your teams to deliver warm, genuine service. Ensure that your physical or digital environments are inviting and aligned with your organization's values. And always look for opportunities to connect with your colleagues, customers and create value - for all and for your organization.

As always, I'm excited to continue exploring new ways to elevate the customer experience and sharing these insights with you. I'd love to hear your thoughts - how are you applying these principles in your organization?

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

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

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A symphony of memories: how André Rieu's VIP Experience redefined customer excellence

Last year, after my mom recovered from a serious illness, I asked her what she wanted to experience most. To my surprise, she answered, "I want to go to an André Rieu concert." Though it had never been my dream, I was 100% in for her.

Who Is André Rieu? The maestro of joyful music experiences

In case you don't know André Rieu, he's one of the biggest musical export products from the Netherlands. He delights audiences worldwide with his famous waltz and light orchestra performances. Every July, he performs 12 nights in his hometown of Maastricht, transforming the heart of the city into an open-air theater. To make the occasion extra special for my mom, I opted for the André Rieu VIP experience, which included everything from hotel accommodations to concert tickets. It was the ultimate treat, and we were made to feel like true VIPs from the start.

From bubbles to lanyards: the warm welcome at the hotel

Upon arrival at the Kruisheren Hotel, we were greeted with a larger-than-life photo opportunity and a glass of champagne. Our VIP status was clear with special lanyards, and from there, we let ourselves get swept up in the experience.

A visit to André Rieu's castle: a VIP surprise

One of the most unexpected highlights was a tour of André Rieu's castle, where his son Pierre greeted us like royalty. We toured the ground floor, enjoyed a slice of local 'Vlaai' in the beautiful garden, and even snapped a selfie with Pierre! Throughout, the immaculately dressed André Rieu Travel hostesses made sure we felt pampered.

Thoughtful details: a well-crafted customer journey

Returning to the hotel for a short break, we discovered thoughtful gifts like a cushion for the concert, cookies, and a branded photobook on our beds. These small touches reflected the careful planning that made the experience not only enjoyable but also stress-free. Every part of the evening was perfectly orchestrated, from dinner accompanied by members of the André Rieu orchestra to walking with our group to the Vrijthof concert venue, led by a brass band. Sitting in the second row, we enjoyed the music, fireworks, and the joyful atmosphere that culminated in afterparty drinks back at the hotel.

The power of the Peak-End Rule: a brilliant finale

Just when I thought the experience couldn't get any better, André Rieu Travel delivered one final surprise at breakfast. A five-star buffet was accompanied by an André Rieu newspaper, and there, on page three, was a picture of my mom and me among the VIP guests. It was an unforgettable end to an already magical journey.

Customer Excellence lessons from this VIP Experience

1. Craft a Seamless and Thoughtful Customer Journey.

  • Lesson
    Paying attention to every detail of the customer journey, from booking to the final moment, can create a seamless and memorable experience that exceeds expectations.
  • Example
    The André Rieu VIP experience was meticulously planned, with thoughtful elements like breaks, branded gifts, and a flawless schedule, ensuring an enjoyable and stress-free time for guests.

2. Incorporate Personalization and Special Touches.

  • Lesson
    Personal touches and surprise elements can enhance the emotional impact of an experience, creating lasting memories.
  • Example
    Personalized details like concert cushions, cookies, a photobook on the bed, and guest photos in a special edition newspaper made the experience unique and deeply personal for us.

3. Leverage the Peak-End Rule to Leave a Lasting Impact.

  • Lesson
    The Peak-End Rule states that people remember the most intense parts of an experience (peaks) and how it ends. Focusing on these moments ensures a lasting, positive impression.
  • Example
    The five-star breakfast and personalized newspaper featuring guest photos were the perfect way to end the experience, creating an emotionally impactful memory that will last a lifetime.

This blog is part of the 4-part series Summer CX Experiences: The Good, Bad, Better and Brilliant.

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

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From promoters to detractors in 24 hours: a lesson in Customer Experience gone wrong

For five consecutive years, we eagerly anticipated our annual vacation to Camping Bakkum. Our love affair with this place began in 2020 during the height of the pandemic, when we first stayed in bungalow number 11. We quickly became enthusiastic promoters, sharing our excitement with friends and family, and always looking forward to another stay at Bakkum. The bungalow's location, nestled in nature with views of the dunes, was everything we city dwellers could ask for.

Arrival misfortune: a booking disaster unfolds

However, this year's visit would shatter our high expectations. Upon arrival, we found another group of guests aggressively unpacking their luggage at our bungalow-number 11. When I called the reception, a young lady informed me that our booking had been changed in September 2023, and we had been reassigned to bungalow number 25 without our consent or knowledge.

Unclear communication and staff delays lead to frustration

It took 45 minutes before the staff we were familiar with arrived. They explained that the other guests, who did not have a specific booking preference, had called the reception as well and were refusing to move. The staff apologized, saying they regretted the situation but would leave the other guests in bungalow 11 due to their anger, admitting that the entire situation could have been avoided.

A compromise that failed to impress

Several mistakes were evident. Our booking was not marked as a "preferred booking" even though we had always stayed in bungalow 11. An intern had changed our booking in September without checking our history as regular guests. And finally, the team had failed to review their bookings at the start of the season to ensure loyal guests received the locations they preferred.

They asked if we would consider staying in bungalow 25. We reluctantly agreed to take a look, but as soon as we saw it, we knew it wasn't right for us. It was located next to a small children's playground, with a water pump just 10 meters from our deck. The neighboring bungalow's deck was just five meters away, and the view was filled with five other bungalows and the driveway to another campsite. This was far from the serene escape we were accustomed to.

Customer service failure: an unforgettable experience for all the wrong reasons

Despite our disappointment, we decided to give it a try, but the experience only worsened. There was nothing in the bungalow to make us feel special as returning guests-no personal touch, no welcoming gesture. It felt like the staff had completely ignored their mission statement: "To provide our guests with an unforgettable vacation in the North Holland dunes, offering exceptional hospitality." Well, it was certainly unforgettable, but for all the wrong reasons.

Further complications: broken promises and mounting frustrations

The next morning, I went for my usual walk, but the joy of being at Bakkum was gone. The staff had promised to try to relocate other guests so we could return to bungalow 11 later in the week, but by 11 a.m., we had heard nothing. My husband bumped into the two staff members, who told him they had no solution yet but would keep us updated. He urged them to speak with me immediately, as I was ready to leave.

They finally appeared and offered us bungalow 11 for the last week of our holiday, from Monday to Monday. However, since it was currently Tuesday, this meant we had to find alternate accommodation for the intervening days. This was far from our idea of a relaxing holiday.

Added costs and a lack of compensation lead to a canceled booking

We found another place, packed our things, and prepared to leave. Just as we were about to go, one of the staff members approached with another offer: we could return to bungalow 11 from Friday. However, he made it clear that his problem was now our problem, and he needed us to confirm immediately to avoid upsetting other guests. We felt pressured and frustrated.

Having incurred an extra cost of 200 euros due to the new booking, I called the staff and requested compensation for the additional expenses. Their response was a flat refusal, citing the effort they had already put into resolving the situation. I remained calm but felt anger rising. They had messed up our booking, ruined our holiday expectations, and now wanted us to bear the extra costs. My husband, frustrated beyond words, demanded, "Either you pay the 200 euros, or we cancel the whole booking." The staff continued to refuse, so we canceled our booking entirely and vowed never to return.

Lessons learned: how poor CX can turn promoters into detractors

There were many more frustrating elements to this experience, but the overarching theme was clear: what could go wrong did go wrong, and the service recovery was the worst we had ever encountered. Within 24 hours, we went from loyal promoters to dissatisfied detractors. Our feeling was that they simply didn't care about us. Camping Bakkum seemed complacent, knowing they could easily get other customers. They had become sloppy with customer service and loyalty, and their ambition for exceptional hospitality had vanished.

Key takeaways for businesses: the importance of Customer Experience

This experience at Camping Bakkum offers you three key takeaways:

  1. Prioritize and recognize loyal customers
    Regular, loyal customers should be treated with special care. Failing to acknowledge loyalty can lead to a sharp decline in satisfaction and advocacy. Despite our loyalty for five years, the campsite did not handle our booking with care or make us feel valued.
  2. Effective communication and transparency are crucial
    Clear, timely communication and transparency are essential in maintaining trust. The campsite failed to keep us informed, leading to confusion, frustration, and ultimately, the cancellation of our booking. Keeping customers updated could have reduced much of the stress.
  3. Service recovery must be swift and thoughtful
    When mistakes occur, recovery must be swift and considerate of the customer's needs. The campsite's service recovery was poorly handled, with slow responses, reluctance to compensate for extra costs, and a lack of empathy, ultimately resulting in the loss of a loyal customer.

Camping Bakkum's failure to adhere to these principles led to a ruined holiday for us and lost them a previously loyal customer. It serves as a reminder that exceptional hospitality is not just a mission statement but a practice that must be consistently upheld.

 

This blog is part of the 4-part series Summer CX Experiences: The Good, the Bad, the Better and the Brilliant. 

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned.

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How a simple gesture builds lasting client relationships

My summer isn't complete without having a Business Mastermind session with my business friend and Swedish speaker on AI and Upgrading Leadership, Mia Liljeberg. We usually stay close to Stockholm, I prefer somewhere near the water and work for three days on our strategic plans, content creation and of course, mixing business with pleasure.

We booked an Airbnb in Vaxholm, an hour ferry ride from Stockholm center and Vaxholm is golden. It has the island, archipelago vibe, but still is large enough to have a wide choice of restaurants, coffee places and water all around.

A free gift from a real estate agent

While we walked to get our morning cappuccino, we passed the exclusive real estate agent Sjönära and my eye fell on a stack of pink newspapers that were in a holder outside their entrance. Mia explained that this was a free gift from the real estate agent. Every morning, the financial/business newspaper of Sweden - the Dagens Industri - is freely offered to those that come and want to read it. No strings attached!

Isn't that a brilliant marketing gift? Because it is their ideal customer that reads this paper, and it creates a bond with those ideal customers. Mia told me, that many people go get their coffees, grab a newspaper and when they are ready to sell or buy a house, whether it is their primary or vacation house, they go to Sjönära real estate agents.

So, what to learn from this good CX example?

 

These are the three key takeaways

  1. Create meaningful value through thoughtful gifting
  • Lesson
    Providing a valuable, no-strings-attached gift that resonates with your target audience is a powerful way to build brand loyalty and create a positive association with your business.
  • Example from the Story
    The real estate agent Sjönära offers a free copy of 'Dagens Industri'. This gesture not only provides value to potential clients but also aligns with the interests of their target demographic - business-minded individuals who may be interested in high-value real estate transactions.
  1. Integrate your brand seamlessly into the customer's routine
  • Lesson
    Becoming a part of your customer's daily life can significantly enhance brand recall and preference. By offering something that fits naturally into their routine, you subtly integrate your brand into their daily experiences.
  • Example from the Story
    By placing the newspapers outside their office, Sjönära becomes part of the morning ritual for many locals and visitors. As these individuals grab their morning coffee and newspaper, Sjönära subtly enters their consciousness, making it more likely they'll consider the agency when thinking about real estate.
  1. Leverage local charm and community connection
  • Lesson
    Connecting your brand with the local environment and community culture can help build stronger relationships with potential customers. It shows that your brand is a part of the community and understands local values.
  • Example from the Story
    Sjönära's use of the newspaper outside their office in Vaxholm, a charming and strategically located island town, taps into the local culture of relaxation mixed with business. This reinforces their brand as being in tune with both the local vibe and the professional needs of their potential clients.

This blog is part of the 4-part series Summer CX Experiences: The Good, the Bad, the Better and the Brilliant.

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned.

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