Tag Archief van: cx inspiratie

Nine tips for driving impact through Closing the Loop

Welcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem digs deep into the topic of ‘Closing the Loop’ in customer experience management. Drawing from her recent experiences, Nienke shares 9 insightful suggestions to boost your closing the loop program, from co-creation sessions and individual feedback research to risk management and reporting on customer feedback improvements.

Through engaging and practical tips, Nienke emphasizes the importance of investing in the outer and inner loops to enhance customer experiences. This episode provides a comprehensive exploration of the challenges, strategies, and practical actions related to the closing the loop process in customer experience management. Here are 3 key takeaways from this episode:

  1. Co-create for impact: Organizing a world cafe setting to engage all stakeholders in improving the closing the loop process can lead to insightful discussions and impactful solutions.
  2. Growth hacking approach: Implementing ‘Friction Fridays’ where teams come together to solve specific issues can lead to continuous improvements and boost team morale.
  3. Customer-centric reporting: Reporting on the progress of closing the loop, including NPS and customer feedback improvements, can provide a transparent view of the organization’s commitment to acting on customer feedback.

Tune in to gather wisdom from Nienke’s solo episode and discover how to improve and finetune your initiatives for closing the loop to new heights.

Timestamped overview

00:00 CX Leadership podcast: “Closing the Loop Program”

05:53 Improving customer experiences, energizing with practicality.

06:33 Host World Cafe event for deeper process review.

10:10 Clarifying ownership and strategy in customer feedback.

15:28 Identify and address risks with strategic solutions.

17:21 Address big issues every other Friday strategically.

20:49 Send biannual surveys, track improvements, and communicate.

22:45 “9 tips for enhancing customer experience management.”

The outline above offers a comprehensive overview of this episode’s content.

 

In the podcast Nienke mentions the World Cafe setting, more on that here.

Want to grow as a CX Leader? Contact Nienke Bloem. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

Listen to this episode of CX Leadership Talks here on in any of your favourite podcast apps!

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Strategy 50: Let’s put a dent in the universe

One of my heroes, Steve Jobs, said, “We are here to make a dent in the universe, why are we here in the first place.” And I totally agree, that’s why the last strategy (number 50!) is: let’s make a dent in the universe. And enjoy the ride!

The last chapter and therefore the last video about my book ‘CX is a pilgrimage’. I hope that by now you have boosted your leadership (and your life) and that my strategies have inspired you to make every day better and more exciting.

Thank you for traveling with me, I am extremely grateful for that!

I read aloud a chapter every week. Enjoy listening to my book ‘CX is a pilgrimage’. 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 ‘CX is a pilgrimage’? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

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Pioneering CX in pensions: Martijn van den Berg’s blueprint for success

Welcome to CX Leadership Talks, where we dive deep into the world of customer experience and leadership. In today’s episode, we have a special guest, Martijn van den Berg, who will be sharing his insights into creating meaningful experiences for customers in the financial industry. Martijn leads a CX team at PGB, a leading pension fund in the Netherlands, and has a wealth of experience in integrating customer experience into business strategies.

In this episode

Join us as Martijn discusses the transformation of PGB into a customer-centric organization, his journey in the field of business communication, and the importance of internal cultural changes in driving customer-centricity.

Get ready for an engaging and insightful conversation with Martijn van den Berg and host Nienke Bloem as we explore the strategies and principles behind building a customer-centric culture in the financial sector.

About Martijn van den Berg (visit his LinkedIn profile here)

As Lead Customer Experience Management, Martijn is responsible for structurally organizing Pension fund PGB’s own and consistent brand and customer experience. The aim is that the fund can distinguish itself in terms of customer focus and knows how to “touch” its customers. Together with the CX team, Martijn has developed the pension fund’s own CX framework, which consists of 4 pillars: Strategy & Identity, Market and Customer Insight, Customer Service and Culture & Organization.

Martijn van den Berg has a passion for customer satisfaction and efficiency. As a Lead Customer Experience Management, he was inspired by the video ‘Give ‘em the pickle’ by Bob Farrell, about a restaurant manager who started his second restaurant. In the video, a customer complained about being charged an extra 75¢ for a pickle, which had always been free. This resonated with Martijn, reminding him of the importance of maintaining consistent and fair pricing for the customers. This experience helped shape his approach to managing PGB’s customer experience, prioritizing clear communication and fair pricing for his customers.

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Timestamped overview

00:00 Making pension products more attractive for customers.

03:38 Exciting meeting to discuss pension strategy.

08:20 Building a successful customer experience team.

12:39 Feedback, communication training, strategy implementation, and organization types.

14:09 Understanding strengths, building results, and enthusiastic work.

17:27 Pension funds must regain trust through CX.

22:54 Improved onboarding process led to better ratings.

24:11 Pension funds-critical for B2B companies’ growth.

30:05 Measurement changed, aiming for 3 stars. Signal management.

32:16 Seek external perspectives to improve and progress.

36:44 Woman left supermarket with almost empty bag.

41:16 Facebook’s strategy emphasizes cultural elements and consistency.

42:03 Building engagement through smart, consistent work progress.

45:23 3E model, great approach, advice for listeners.

Martijn’s recommendations

Listen to this episode of CX Leadership Talks on Podbean or in your favourite podcast app!

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Strategy 49: Celebrate success

Do you celebrate your successes? I think you should. In fact, strategy 49 is ‘Celebrate success’. Let your achievements kick in.

My parents taught me to celebrate all you can celebrate. And they were right. So, this video is about celebrations and why they should be part of your business too.

I read aloud a chapter every week. Enjoy listening to my book ‘CX is a pilgrimage’. 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 ‘CX is a pilgrimage’? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

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Crafting CX careers: Trends, traits and triumphs with Jo van Riemsdijk, CX Recruitment Specialist

Welcome to CX Leadership Talks, where we explore the world of Customer Experience leadership with top industry experts. In today’s episode, host Nienke Bloem engages in a captivating conversation with Jo van Riemsdijk. Together, they navigate through the intricate world of customer experience management from the perspective of Jo as THE recruiter in CX in the UK.

In this episode

Jo shares valuable insights on the challenges and trends in recruiting for customer experience roles, reflecting on the changing requirements and skill sets sought after by organizations today as opposed to in the past. We explore the complexities of navigating senior leadership buy-in, what she calls ‘managing upwards’, the shifting paradigms of the customer experience industry, and the increasing demand for digital expertise and change leadership. 

About Jo van Riemsdijk

She is THE Customer Experience Recruitment Specialist recruiting at all levels right up to Board level. With Kate Baird, she founded CX Talent Ltd, which is an Independent Customer Experience Recruitment Consultancy. They match the RIGHT people with the RIGHT jobs in Customer Experience, Digital Experience and Service Design roles. At all levels from Chief Customer Officer, Customer Experience Director, Digital Experience Director, to middle management roles across all industry sectors, covering a wide range of CX disciplines such as strategy, insight, design, digital, service, engagement, loyalty, and success. She is the perfect guest on the show, as she sees what her clients are looking for and sees where matches are truly made. She offers a consultative approach and always acts transparently and with integrity. Always passionate about matching the right people with the right jobs and helping businesses achieve customer satisfaction and profitability.

Click here for the Website of CX Talent Ltd.

Click here for the Monthly Newsletter on LinkedIn by CX Talent Ltd. 

Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.

Time stamped overview

00:00 UK-based recruitment business serving international clients.

05:37 Research led to identifying customer experience gap.

09:30 Employers seek diverse skill sets for directors.

12:01 Customer experience manager roles and salary impact.

15:53 Increasing demand for digital design roles seen.

19:01 Key to finding ideal challenge: “Remember what you bring to the party.”

23:18 Developers want to create communities and entice employees.

26:42 Transition from vendor neutrality to consultancy education.

27:47 Stay informed about AI and organizational processes.

33:00 Cracking the leadership paradigm for greater value.

35:50 Creating ideal business culture by emphasizing values.

38:03 Tight client brief, thorough candidate assessment process.

41:04 Recommend recruiting for right person, seek professional help.

44:24 Prepare, engage, focus, share stories, manage upwards.

Jo’s recommendations

Listen today’s episode here or in any of your favorite podcast apps.

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Strategy 48: Pass your knowledge on

Strategy 48 is ‘Pass your knowledge on’. And the reason for this is simple: your experience is valuable to others. And the more experience you have, the more knowledge, wisdom and stories you have to share.

Don’t think that no one is waiting for your story. Silence that saboteur in you. Straight away. Are you still in doubt? Then it’s high time to watch this video!

I read aloud a chapter every week. Enjoy listening to my book ‘CX is a pilgrimage’. 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 ‘CX is a pilgrimage’? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

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Strategy 47: You don’t know, what you don’t know

You don’t know what you don’t know. That is what Strategy 47 is all about. Even when you think you know everything about a certain topic, reality proves you wrong. And once you know, you can’t unknow…

Do you think you know all there is to know about a certain topic? Think again and watch this video ????!

I read aloud a chapter every week. Enjoy listening to my book ‘CX is a pilgrimage’. 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 ‘CX is a pilgrimage’? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

/door

Strategy 45: Be aware of boar

Strategy 45: Be aware of boar. What do wild boar have to do with CX Management and Leadership? Honestly? If there is a connection – no guarantees – you’ll find it out in this video.

And if there’s not, well, you have watched a fun story anyway, about eh… boar!

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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Avoid these 5 mistakes in your CX Storytelling journey

Welcome to the CX Leadership Talks, the podcast that delves deep into the world of customer experience leadership. In this episode, Nienke Bloem shares her personal experience and insights into crafting a compelling CX story.

What is a CX story?

With an attractive CX story you show the why, how and what of the CX transformation you want to realize. A good CX story keeps your audience listening attentively and wanting to know more. It is this story that you can tell time and time again, that really helps the audience understand what your CX mission is and what they have to work on and why this is important.

In this episode, Nienke takes us back to her early days at KPN, where she was tasked with presenting the top 80 leaders with a CX transformation plan in just 100 days. She discusses the importance of storytelling in CX, and reveals the five most common mistakes made in CX stories. From being too functional and boring to lacking a strong call to action, she breaks down the flaws she’s witnessed and provides valuable tips for elevating your CX narrative. So grab your notebook and get ready to enhance your CX leadership skills with Nienke’s expert advice.

Timestamped overview

00:00 Focused on strategy and storytelling for 100 days.

03:24 Crafting a compelling CX story is crucial.

08:58 Creating brand delivery, customer culture, call-to-action.

12:37 Presentation should have emotion, be memorable. Avoid being too functional or too general.

13:56 Ensure memorable and tailored presentation for success.

18:35 Importance of clear and specific calls to action

21:47 Get the audience, share the podium, lead.

The outline above offers a comprehensive overview of this episode’s content and provides an insight into Nienke’s personal experiences.

More on her education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

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Strategy 44: Create fun and excitement

Most change programs are boring. Yes, let this sink in and take a moment to reflect. Strategy 44 – Create fun and excitement – is an important strategy. Cause we all want change, but do not want to be changed. We want to be invited, fired up or even better: seduced.

To do so, you should change your approach of change programs. Add some soft stuff to spice up your change programs and let me guide you in your first steps. Watch this video and find out.

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.

/door