In this episode of CX Leadership Talks, we delve into the world of customer experience and leadership with a seasoned expert: Steven Van Belleghem.
Steven, author of the brilliant CX Culture book "A Diamond in the Rough", a global keynote speaker, entrepreneur, and passionate advocate for customer experience, joins us to explore the transformative power of networking, impactful storytelling, and creating emotionally engaging customer experiences.
In this episode we discuss
- The Essence of Networking:
Steven shares insights on leveraging networking as a catalyst for professional growth and unlocking new opportunities in the realm of customer experience and leadership. - Impactful Storytelling in CX:
Delving into the art of storytelling, we uncover its role in shaping memorable and impactful customer experiences. Steven sheds light on weaving narratives that resonate and leave a lasting impression. - Simplicity & Emotional Engagement in CX:
We explore the pivotal role of simplicity in enhancing customer experiences and how emotionally engaging interactions elevate brand loyalty and satisfaction. Key
Takeaways
- Strategies for leveraging networking to enhance leadership in the CX domain.
- Understanding the art of crafting compelling narratives that resonate with audiences.
- Implementing simplicity and emotional engagement as cornerstones for exceptional customer experiences.
About Steven Van Belleghem
Steven is a respected authority in the world of customer experience, recognized for his pioneering insights and thought leadership. With a wealth of experience as an author, speaker, and entrepreneur, he continues to inspire change and innovation in the CX landscape.
Join us in this insightful conversation with Steven Van Belleghem, as we uncover actionable strategies and perspectives to elevate your approach to CX and leadership at a corporate level.
Want to buy Steven's book, click HERE! As Steven suggested, take a look at Shep Hyken's Instagram.
Want to grow as a CX Leader? Contact me at [email protected]. I'm a CX expert and can provide you with the guidance and support you need to succeed in CX leadership.
Timestamps of the Podcast
00:00 Praise for book on customer centric culture.
05:55 Urging persistence in building social media audience.
09:40 Describing encounter with KLM employee over book.
12:13 Challenges in customer-centric transformation and culture change.
13:15 Leadership determines success in customer centricity.
18:53 Importance of budget in corporate customer experience.
20:33 Improving customer satisfaction doesn't require more money.
24:35 Practical management book empowers instant organizational impact.
26:27 Get employees closer to customers in fun, visible ways.
31:52 Question impact, focus on customer, friction Fridays.
35:58 People need to focus on risk and decision-making.
38:06 Start with NPS data, transform company insights.
40:30 Audit all company communication for better appeal.
44:56 Shep Hyken: Customer service guru with practical tips
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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.