Tag Archief van: customer experience

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!

https://youtu.be/jXCKKEFtnkk

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.

 

*****

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 voor 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 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. 

/door

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!

 

*****

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 voor 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 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. 

/door

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!

https://youtu.be/VU1R6ZsF3UM

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.

 

*****

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 voor 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 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. 

/door

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!

 

*****

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 voor 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 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. 

/door

Strategy 1: NOW is always a good moment to start

The first section of the book is about: How to start? From idea to action. And the first strategy is that NOW is always a good moment to start. Sounds obvious, but I’m sure that almost everyone has a bucket list item covered in dust, with no other plan than to do it someday…

I share the story behind my decision to walk a pilgrimage and relate that to you, being a leader in CX.

So, listen to my first strategy and chapter: Now is always a good moment to start.

https://www.youtube.com/watch?v=b_jdQJSYwUs&list=PL7GBbYOGbs1d58Yl6OpeV0AI2EbAklj36&index=12

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.

 

*****

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 voor 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 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. 

/door

The 3 A’s of CX leadership – The introduction of the podcast CX Leadership Talks

On this very first episode of CX Leadership Talks, our host Nienke Bloem, a CCXP (Certified Customer Experience Professional) with 20 years of corporateand 8 years of CX Entrepreneur experience, dives deep into the world of customer experience management.

As someone who believes that CX is a core part of her identity, Nienke shares insights into successful CX leadership.

She emphasizes the importance of

  • Accountability,
  • Authority, and
  • Anecdote

and shares how she and you can implement them in Customer Experience Management.

The episode provides valuable insights on how to lead CX and provides practical solutions to common CX-related challenges.

Listen to this first episode

 

*****

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 voor 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 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. 

/door

Introduction to my book ‘CX is a pilgrimage’

How to spice up your leadership? That is what my book ‘CX is a pilgrimage’ is all about. In 2021, I decided to spice up my life and found the magical connection between Customer Experience, pilgrimage, and leadership.

I walked 1,000 kilometers on the Via Francigena, a pilgrim’s path in Italy and finished in Rome on May 17th, 2022, my 50th birthday. That’s why I decided to share 50 strategies in my book ‘CX is a pilgrimage – 50 strategies to spice up your leadership’.

https://youtu.be/SafsVE7Kpkk

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.

 

*****

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 voor 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 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. 

/door

Systeem

Voor een klantbelevingsworkshop die ik geef, heb ik materialen ontworpen en laten drukken. Als ik de envelop met drukwerk ontvang, mist 75% van de bestelling.

Gelukkig was ik ruim op tijd met bestellen en had ik de materialen niet direct nodig. Bellen lukt me niet tijdens openingstijden, want ik neem die dag deel aan de jaarlijkse vossenjacht. Om het plaatje voor de beelddenkers compleet te maken: ik ben verkleed als oranje-supporter.

Dus ik stuur een berichtje naar deze printgigant. Ik vermeld exact de informatie waarvan ik vermoed dat de servicemedewerker die nodig heeft. Het ordernummer, datgene wat wél bezorgd is – mijn document met de naam Hand-out, precies zoals dit in de bevestigingsmail staat – en dat de andere drie onderdelen ontbreken.

Geheel in het oranje uitgedost, loop ik ondertussen in de stad. Ik check mijn mail en lees:


‘Beste,

Wat vervelend dat het mis gegaan is met de levering van uw bestelling. De hand-out heeft u dus wel, maar het losbladige artikel en de stickers ontbreken? Wanneer wij dit duidelijk hebben dan kunnen wij kijken naar een passende oplossing.

Met vriendelijke groet,

Madelon’

Ehm, ja. Dit is een gevalletje copy-paste zonder goed te lezen. Want ik heb al aangegeven dat alleen de hand-out is geleverd. En blijkbaar is het te veel moeite om me aan te schrijven met mijn naam. Niet herkend en zeker niet erkend. Ik antwoord snel terug dat dit inderdaad klopt. Om de volgende mail terug te krijgen:

‘Beste,

Helemaal goed ik het het in het systeem gezet voor u.’

Huh?! En nu? Wat een slordige nikszeggende mail, ook nog met een typefout. Ze heeft het vast in het systeem gezet, maar wat betekent dat voor mij? Voor de ondernemer die deze materialen nodig heeft om CX-les te geven?

Dit is dus waar het vaak misgaat. Voor Madelon is het waarschijnlijk klip en klaar, maar voor mij – de klant – is het nu onduidelijk. Is mijn opdracht naar de printer? Krijg ik mijn materialen? En wanneer? Ik stuur er een kort berichtje op de chat achteraan, waarop een collega vriendelijk antwoordt dat de materialen geprint worden.

De vossenjacht was top. Net ontdaan van oranje schmink, zitten we na te genieten tijdens de vrijdagmiddagborrel. Dan ontvang ik om 18:41 uur de kers-op-de-taart-mail.

‘Beste heer/mevrouw,

Vanwege een te grote drukte is het ons helaas niet gelukt om uw bestelling vandaag te versturen.

Door: Systeem’

Wat?! Dit systeem is stuk! Zoals zoveel systemen. Als klant heb ik er de balen van. Het doet me denken aan een video van Little Britain, die ik gratis voor jullie vertaal: ‘Systeem zegt NEE.’

Het is klaar: klant zegt NEE. Ik ga op zoek naar een andere drukker.

 

Dit blog werd geschreven voor CustomerFirst en gepubliceerd op 2 mei 2023

Geen blog meer missen? Schrijf je in voor mijn maandelijkse CX Greetz!

 

*****

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 voor 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 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. 

/door

Kopje koffie?

Ik bied bezorgers zo goed als altijd een kop koffie aan. Of in de zomer, heb ik een paar blikjes fris koud staan. Of misschien willen ze even gebruik maken van het toilet?

Meestal slaan ze dit af, want druk druk druk, maar soms is er wel even behoefte én wat tijd voor. Zoals vorige week zondag bij de bezorging van mijn maaltijdpakket, waar Tugrul wel een kop koffie lustte.

We raakten in gesprek en hij vertelde dat dit zijn bijbaan is. Met veel plezier bezorgt hij deze boxen, naast dat hij ondernemer is met zijn eigen Barbershop. Want op jezelf wonen, dat kost geld. Dus draait hij extra shifts als bezorger bij deze maaltijdboxen-dienst. Wat een geweldige energie en drive. Het was erg leuk om zijn perspectief op bezorgen en ondernemen te horen. Mocht je in Utrecht zijn en door deze ondernemer geknipt willen worden? Dan kan je sowieso terecht bij Ozky’s Barber op de Bartoklaan 17 in Utrecht.

Hij vroeg me ook, wat er nu eigenlijk in die doos zat. Want dat had hij nog nooit gezien. Misschien een klein verbeterpuntje in de Employee Journey van deze maaltijdbezorger . Maar dat heb ik opgelost. Ik heb hem de app laten zien; dat je keuze hebt uit 30 maaltijden, we maakten samen de doos open, hij bekeek de inhoud van de doos, de recepten en met alle liefde nam hij de doos gelijk weer mee terug. Goed voor het milieu!

Wat een plezier om zulke toffe bezorgers te ontmoeten én dit begint dus ook bij onszelf. De klant. Doe jij dit ook? Als ik het breder trek. Ben je aardig tegen de bediening in een restaurant? Tegen stewardessen? Personeel in winkels?

Terug naar de bezorgers. Die hebben het niet makkelijk. Krijgen met de vreemdste situaties op verkeergebied te maken, zeker in Utrecht waar ik woon. Bedenk eens hoe het is als je naar het toilet moet, terwijl je zoveel pakketten achter in je bus hebt liggen…

Dus vraag aan jouw bezorger of hij/zij een kopje koffie of thee wil. Heb gewoon een paar take-away kopjes in huis, want dan kunnen ze met een lekker warm bakkie, weer hopsakee hun bus in. Of als het straks zomer is en warm, heb een paar blikjes koud liggen. Biedt aan dat ze wel even van het toilet gebruik mogen maken. En voor de maaltijdbezorgers; Heb wat euro’s klaar liggen. Ik weet dat het in de app kan, maar ik geef veel liever een paar euro zelf die ik in een bakje heb liggen. Zo bedank ik ze persoonlijk. En dat vindt iedereen leuk. Tugrul zeker wel.

 

Dit blog werd geschreven voor CustomerFirst en gepubliceerd op 4 april 2023

Geen blog meer missen? Schrijf je in voor mijn maandelijkse CX Greetz!

 

*****

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 voor 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 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. 

/door

Verliefd, verloofd of is het ingewikkeld?

Ja hoor. Februari, de maand van de liefde. Of om het iets preciezer te zeggen, de maand waarin Valentijnsdag valt. Die dag waarop veel mensen een kaart sturen. Een reep chocola kopen waarop ‘ik hou van je’ staat en die dan aan een geliefde geven. Of iemand een berichtje sturen. Aan onze geliefde, een vriendin, moeder, de buurvrouw of dochter.

Eigenlijk maakt de vorm niet zoveel uit. Liefde tonen kan op allerlei manieren. Iets liefs zeggen, sturen of iets liefs doen. Het werkt. Het laat je eigen hart een dansje doen en daardoor ook dat van de ander. Heerlijk toch een column over de liefde. Helaas houdt het vrolijke stuk hier op.

Want ik wil overschakelen naar een andere wereld. Die van liefde voor de klant.

Daar stopt mijn hart met het dansje. Daar stopt helaas voor velen ook de verbeelding. Want liefde voor de klant. Hoe ziet die er dan uit? Moeten we de klant opbellen en zeggen dat we van haar/hem (ik hou het nu even op haar) houden? Nee, dat gaan we hier in Nederland zeker niet doen, dat is ons te Amerikaans. Maar daar gaat het ook niet om.

Het gaat erom dat we wél willen dat de klant van ons houdt en een negen of tien geeft in de survey. Dat zij elk jaar haar geld bij ons uitgeeft. Het contract stilzwijgend verlengt. Meer polissen koopt. De prijsstijging stilzwijgend accepteert en laten we alsjeblieft hopen dat ze niet belt. Dat ze ons niet stoort bij ons werk, maar vooral zelf haar weg zoekt, digitaal.

De liefde. Dat is precies waar het in organisaties misgaat. We houden niet echt van de klant. Van wie ze is. Waar ze mee bezig is. We willen wel dat ze voor ons kiest. Maar ook als ze als klant (lees burger, deelnemer of aanvrager) niet kan kiezen, dat ze ons niet teveel lastig valt.

Dat is waar het hier over gaat. Over de vraag of jij en jouw collega’s verliefd, verloofd, of getrouwd zijn met de klant. En of jullie daar echt iets bij voelen. Of ligt het toch ingewikkeld? (Bedankt Facebook, dat we deze prachtige toevoeging binnen ‘soorten relaties’ kunnen kiezen). Want praten we intern over de klant alsof we van haar houden? Of gebruiken we toch liever haar klantnummer? Spreken we over klanten in vergaderingen, of houden we het toch liever bij het proces?

De liefde voor de klant is een onderwerp waar het echt wel eens over mag gaan. Houd jij van je klant? Stel de vraag eens aan jezelf en je collega’s. Ik stel voor dat je dit gesprek liefdevol gaat voeren in jouw organisatie. Ik durf te zeggen dat Valentijnsdag dan volgend jaar een hele andere zal zijn.

 

Dit blog werd geschreven voor CustomerFirst en gepubliceerd op 7 maart 2023

Geen blog meer missen? Schrijf je in voor mijn maandelijkse CX Greetz!

 

*****

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 voor 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 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. 

/door