Tag Archive of: cx

Strategy 8: Budgeting

How much does it cost to go on a pilgrimage? And what is the link with budgeting your CX projects as a CX leader? Budgeting might not be your favorite part of your role, but money is required to bring in results.

Watch this video about strategy 8: budgeting. And you'll find out it's less difficult than you think!

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 7: Mitigate risks

Many CX leaders find it difficult to get boardroom involvement and support. How to go about it? In my time as a CX leader at KPN, I wish I had known what I know now, ten years later: what the C-suite and those that live in the boardroom hate, are risks...

So, mitigate them. That's what strategy number 7 is about!

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 5: Where to start?

When it comes to customer experience, should you start by interviewing customers and sending out surveys? Or should you start by mapping customer journeys and then interviewing customers? Or ...?

In this video you'll explore that many roads lead to Rome. But which road to take? Where to start? That's what strategy 5 is about. Check it 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.

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All named Rob

We kick off the CX inspiration day at Starbucks. Alongside eight Customer Experience leaders from the government, we'll be getting a behind-the-scenes look at how three companies organize customer experience.

As everyone trickles in, I find myself in line with Robin to order coffee at Starbucks. We inch forward, and when it's our turn, we can order coffee for five people.

'Two americanos, an oat latte and two cappuccinos, please.' The male barista looks at me and asks, "What name should I write on the cups?" Beside him stands a female colleague, ready with a pen. I quickly consider who ordered which coffee, thinking how nice it would be if everyone had their own name on the cup. But then I notice a slightly pleading look and realize today isn't the day for individual names on cups.

In a split second, I decide not to make a fuss about it. It's rush hour at Utrecht Central station, and I don't think he's in the mood for it. No, this man wants us away from the counter as quickly as possible. So, I look at Robin and realize his name is easier, than having 'Nienke' written on every cup. "Just put down Robin," I say.

He looks at his colleague with the pen, sees the five cups, and in half a second, finds an even easier solution. "Can it be Rob?" I glance at Robin, and we quickly exchange a wink - hopefully unseen by the barista - and with a sigh, I agree.

As he enters the order again, this time correctly, he realizes he's rung up cash instead of card payment, and the order needs to be redone. I think to myself, this must be his punishment from the universe because Robin is Robin, not Rob. And really, these coffees are for Robert, Anke, Marieke, Nienke, and Robin. Not five Robs.

Upon paying, the second time around, it's also over two euros cheaper. So now that we're all named Rob, life suddenly became cheaper. It makes me chuckle a bit.

Even though I'm annoyed because I organized the CX inspiration day and want it to be personalized for my guests. Oh well, inspiration can also come from worst practices, I think to myself.

We sit down, waiting for Rob's coffees. Three minutes later, our coffees are ready. "I have the coffees for Robin!" the barista with the pen calls out. Haha. She totally dissed her colleague, but it's not exactly a good customer experience.

 

This blog was written for CustomerFirst and published on June 6, 2023

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Strategy 4: Create doable chunks

Giant goals can stimulate you to go forward, but they can also freeze you. They excite and frighten you at the same time, because where to start? What should your first step be?

Let me show you how to do this. Watch this video about creating doable chunks. Yes, this is the 4th strategy!

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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Leadership Lessons: Stepping out of your Comfort Zone for CX Success, with Edwin Koot

In this episode of CX Leadership Talks, Nienke Bloem interviews Edwin Koot, Manager Customer Experience & Analytics at Allianz Benelux who shares his insights on Customer Experience Management. 

It is the honest story of how he stepped out of his comfort zone and spiced up his leadership. It is a great conversation on Voice of the Customer, ROI and how to engage leaders in organizations. 

If you want to learn more about CX leadership or have any questions about CX, contact Nienke. She is the CX leadership expert and can provide you with the guidance and support you need to succeed in CX Leadership.

Listen to this episode

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Strategy 3: Set a BHAG

Strategy 3 is: set a BHAG. This really helps you to transform and to become the leader you wish to be. Dare to aim for something big, by setting your BHAG.

Don't know yet or don't even know what a BHAG is? Then surely listen to chapter 3 and get inspired!

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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7 strategies to boost your CX leadership authority and lead with success

Hi dear Listener, over the years I have learned that not many CX leaders believe they are a CX Authority. And if you don't believe that yourself, what do you expect from others? So time to grow your AUTHORITY!

Exactly what this podcast episode is all about: growing authority as a customer experience leader. Nienke discusses seven key ways to build authority, from developing expertise and sharing good CX stories, to setting high standards and holding yourself and others accountable. It all starts with you and your personal growth!

It is important to build relationships with senior leaders, be associated with professional organizations, and communicate your vision for customer-centric transformation through a compelling CX story. Keep building expertise, investing in education, and sharing customer stories to be recognized as an authority in your organization. Trust me, it's worth it! 

Enjoy listening to this third episode of the podcast and please let me know if this resonates with you and... if you have questions!

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Strategy 2: Choose the path of energy

Choose the path of energy. That's the second strategy on how to spice up your leadership. Whether it is your leadership in private or business, you need to make lots of choices, small and bigger ones. But how to make this easy for yourself? By choosing the path of energy.

If you think "huh?", then find out: listen to chapter 2 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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Why your CX program will fail - fab insights with Aleksandra Pilniak & Friederike Niehoff

On this second episode of CX Leadership Talks we have two guests, both CX leaders and authors: Aleksandra Pilniak and Friederike Niehoff share their expertise in customer experience (CX) leadership. They discuss insights out their brilliant book "Why your customer experience program will fail and 7 proven ways to avoid it."

For example, the importance of appreciation and injecting fun into the workplace and the episode highlights the pitfalls in CX strategy and concrete tips to improve it. Organizational culture is seen as crucial for a successful CX program, and the guests emphasize the importance of understanding it before attempting to change it. The episode also touches on the importance of self-appreciation, engaging with customers effectively, and using a maturity assessment to confront individuals on their customer-centricity.

Listen in for valuable insights from these two female leaders in Customer Experience Management. Friederike taped this episode while she was in South Africa, with a situation of flickering wifi, this has impacted the sound quality. But we like the episode and conversation so much, that we decided to leave it as it is!

And where to buy their book? Here!

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