Tag Archief van: customer experience

Elevating business impact: the magic of CX Leadership and design-centric approaches

This episode of the CX Leadership Talks podcast Design methods and CX leadership are the topics.

Krisztina Kanizsai is my guest and a multifaceted professional with expertise in service and customer design, as well as UX research. Her mission is to create meaningful experiences that have a positive impact on business results.

The conversation in this episode explores the transformative power of design thinking and problem framing, highlighting the crucial role these play in fostering innovation and addressing customer needs. The dynamic relationship between UX and CX is also examined, emphasizing the necessity for collaboration and empathy-driven research to create impactful customer experiences. The episode delves into the importance of experimentation, training, and co-creation in achieving cohesive cross-functional collaboration and offers valuable insights into how design thinking can elevate the business impact of CX leadership.

The article for design thinking and Airbnb.

Timestamped overview

00:11 Excited for customer experience friend from Hungary.

05:49 Passionate person with goal of educating others.

09:12 Both disciplines rely on each other.

11:17 Design is a mindset, focusing on functionality.

16:13 Obstacles are opportunities, innovate by problem framing.

19:33 Good idea, collaboration, prioritization, changed strategy.

23:56 Consider everyone, their concerns, build trust.

27:43 Experiment, pilot, start small, clear impact, educate, trust.

29:55 Hire expert for true success in CX.

35:55 ChatGPT: Design thinking saves time.

39:31 Design Thinking helps with audience interaction, LinkedIn available.

 

*****

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 huge opportunities of Leadership Events for you as a CX professional

Welcome to the latest episode of CX Leadership Talks with me, Nienke Bloem. I apologize for the hiatus between episodes, as I took a much-needed break. But I’m back now, and today’s episode is a must-listen for CX leaders.

We’re going to dive into the world of leadership retreats and why they are such valuable opportunities for CX professionals. We’ll explore the different types of events, the benefits of attending, and practical tips for making the most out of these gatherings.

I’ll also share my own experiences as a speaker and organizer at such events. So, stay tuned and let’s take a deeper look at leadership retreats in the world of CX.

Listen to this podcast

 

*****

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 23: Learn from your peers

Learn from your peers is the 23rd strategy. More than books and trainings, you’re learning most by doing. Especially when you integrate a fresh perspective from your peers. To learn from those who have experienced something similar helps a lot.

Do you want to learn how to become a better leader or person? Watch this video.

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

Strategy 22: Walk the Talk

To do the talk you have to do the walk as well. Before you know it, you’ll become a pilgrim ????. Many leaders talk a lot about customers. But what is their action? Most of them are almost never in contact with customers. In this video you’ll learn how to walk the talk. And that it’s important to become a real leader. Curious? Watch the video.

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

Strategy 21: Share your story

Share your story is strategy 21. You might doubt sometimes: shall I share my story of what I’m doing right now, or not? Don’t overthink. And remember, your crowd loves to hear from you, because you have a story to share.

I share an example of sharing my story in this video. 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.

 

*****

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 20: Take a break

Take a break, already the 20th strategy (only 30 to go, stay tuned! ????). Most of us in business are focused on efficiency. But I’d like to draw your attention to the negative effects of efficiency. And why it’s important to take a break now and then. Especially if your calendar is efficiently planned, this video will make you look different at your tight schedule. Curious? Then watch it right away, whether it fits your agenda or not.

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

Strategy 18: Stick to the plan

Strategy 18: Stick to the plan. I notice that a lot of organizations are constantly altering their plans. Which is perfectly fine when there is a different goal or a real change of plan. But what I mean is that plans are just being tweaked for the sake of being tweaked, talked about, checked with leaders and checked again.

I always wondered why that was. And I think I have the answer… Yes, you’re gonna learn the answer in this video. And learn why you need to stick to the plan!

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

Irriklant

Ach, het is zomer. Dan zijn wij als klanten allemaal in een geweldig humeur. We gaan op vakantie en laten het beste van onszelf zien. Toch?! Of niet…

Ik kreeg deze reviews van een gids die ons ruim acht jaar geleden heeft rondgeleid op Jamaica en moet lachen en huilen tegelijkertijd. Wat zijn wij mensen soms toch een stelletje hufters. Dit zijn echte reviews die zij vanuit de touroperator heeft ontvangen. Lang leve open feedback die je vanuit reviews en enquêtes kan halen.

Ik heb de elf ergste voor je op een rijtje gezet.

1. ‘Het zou verboden moeten zijn om topless te zonnen op het strand. Mijn man was daardoor erg afgeleid, hij wilde gewoon wat relaxen en dat is nu niet gelukt.’

2. ‘We gingen op vakantie naar Spanje en hadden een probleem met de taxichauffeurs. We konden ze niet verstaan, omdat ze allemaal Spaans spraken.’

3. ‘Het strand was gewoon te zanderig. We moesten alles schoonmaken en ontzanden toen we terugkwamen in onze kamer.’

4. ‘We ontdekten dat het zand niet was zoals het zand in de brochure. Uw brochure toont het zand als wit, maar het was geler in het echt.’

5. ‘Niemand heeft ons verteld dat er vissen in het water zouden zijn. De vissen maakten onze kinderen bang.’

6. ‘De wegen waren ongelijk en hobbelig, waardoor we tijdens de busrit naar het resort de lokale reisgids niet konden lezen. Hierdoor waren we ons van veel dingen niet bewust die onze vakantie echt veel leuker zouden hebben gemaakt.’

7. ‘Ik vergeleek de grootte van onze suite met één slaapkamer met die van onze vrienden met drie slaapkamers. En die van ons was aanzienlijk kleiner.’

8. ‘We moesten buiten in de rij staan om de boot te halen en er was geen airconditioning. Dat viel ons erg tegen.’

9. ‘Het is uw plicht als touroperator om ons te informeren over luidruchtige of onhandelbare gasten voordat we op reis gaan.’

10. ‘Mijn verloofde en ik hadden twee aparte bedden aangevraagd toen we boekten, maar in plaats daarvan kregen we een kamer met een kingsize bed. We houden jou en je organisatie verantwoordelijk en willen een vergoeding krijgen voor het feit dat ik zwanger ben geworden. Dit zou niet zijn gebeurd als je ons de kamer had gegeven die we geboekt hadden.’

11. ‘Ik ben gebeten door een mug. In de brochure werd niet over muggen gesproken.’

Wat moet je hiermee doen als je dit soort feedback krijgt in je eigen enquêtes? Ik zou gewoon lekker niks doen. Deze mensen verdienen nul aandacht. Deze klanten zou je je concurrent nog niet gunnen.

 

Dit blog werd geschreven voor CustomerFirst en gepubliceerd op 5 september 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

Strategy 17: Mark your results

Mark your results, that’s what strategy 17 is all about. Pilgrims mark their results in a credential. And as a pilgrim, every evening I also wrote little summary of the day in my notebook. When I ask CX managers or fellow leaders about their milestones or whether they marked their results, they often remain silent.

In this video I’ll tell you why it is important to mark your results. Check it out 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.

 

*****

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 16: Check if you are on track

Strategy 16: Check if you are on track. While walking my pilgrimage I experienced it is key to keep an eye if I was on the right path. Sometimes I got lost and no, that is not what you want as a pilgrim, because those are many extra kilometers to walk. The same goes for CX: check if you are on track. Are you closer to your goals than yesterday? Are you getting closer to your BHAG (strategy 3)?

Let me explain how to stay on track. Enjoy this video!

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