Tag Archief van: cx blogs

A symphony of memories: how André Rieu’s VIP Experience redefined customer excellence

Last year, after my mom recovered from a serious illness, I asked her what she wanted to experience most. To my surprise, she answered, “I want to go to an André Rieu concert.” Though it had never been my dream, I was 100% in for her.

Who Is André Rieu? The maestro of joyful music experiences

In case you don’t know André Rieu, he’s one of the biggest musical export products from the Netherlands. He delights audiences worldwide with his famous waltz and light orchestra performances. Every July, he performs 12 nights in his hometown of Maastricht, transforming the heart of the city into an open-air theater. To make the occasion extra special for my mom, I opted for the André Rieu VIP experience, which included everything from hotel accommodations to concert tickets. It was the ultimate treat, and we were made to feel like true VIPs from the start.

From bubbles to lanyards: the warm welcome at the hotel

Upon arrival at the Kruisheren Hotel, we were greeted with a larger-than-life photo opportunity and a glass of champagne. Our VIP status was clear with special lanyards, and from there, we let ourselves get swept up in the experience.

A visit to André Rieu’s castle: a VIP surprise

One of the most unexpected highlights was a tour of André Rieu’s castle, where his son Pierre greeted us like royalty. We toured the ground floor, enjoyed a slice of local ‘Vlaai’ in the beautiful garden, and even snapped a selfie with Pierre! Throughout, the immaculately dressed André Rieu Travel hostesses made sure we felt pampered.

Thoughtful details: a well-crafted customer journey

Returning to the hotel for a short break, we discovered thoughtful gifts like a cushion for the concert, cookies, and a branded photobook on our beds. These small touches reflected the careful planning that made the experience not only enjoyable but also stress-free. Every part of the evening was perfectly orchestrated, from dinner accompanied by members of the André Rieu orchestra to walking with our group to the Vrijthof concert venue, led by a brass band. Sitting in the second row, we enjoyed the music, fireworks, and the joyful atmosphere that culminated in afterparty drinks back at the hotel.

The power of the Peak-End Rule: a brilliant finale

Just when I thought the experience couldn’t get any better, André Rieu Travel delivered one final surprise at breakfast. A five-star buffet was accompanied by an André Rieu newspaper, and there, on page three, was a picture of my mom and me among the VIP guests. It was an unforgettable end to an already magical journey.

Customer Excellence lessons from this VIP Experience

1. Craft a Seamless and Thoughtful Customer Journey

  • Lesson
    Paying attention to every detail of the customer journey, from booking to the final moment, can create a seamless and memorable experience that exceeds expectations.
  • Example
    The André Rieu VIP experience was meticulously planned, with thoughtful elements like breaks, branded gifts, and a flawless schedule, ensuring an enjoyable and stress-free time for guests.

2. Incorporate Personalization and Special Touches

  • Lesson
    Personal touches and surprise elements can enhance the emotional impact of an experience, creating lasting memories.
  • Example
    Personalized details like concert cushions, cookies, a photobook on the bed, and guest photos in a special edition newspaper made the experience unique and deeply personal for us.

3. Leverage the Peak-End Rule to Leave a Lasting Impact

  • Lesson
    The Peak-End Rule states that people remember the most intense parts of an experience (peaks) and how it ends. Focusing on these moments ensures a lasting, positive impression.
  • Example
    The five-star breakfast and personalized newspaper featuring guest photos were the perfect way to end the experience, creating an emotionally impactful memory that will last a lifetime.

This blog is part of the 4-part series Summer CX Experiences: The Good, Bad, Better and Brilliant.

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

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From promoters to detractors in 24 hours: a lesson in Customer Experience gone wrong

For five consecutive years, we eagerly anticipated our annual holiday to Camping Bakkum. Our love affair with this place began in 2020 during the height of the pandemic, when we first stayed in bungalow number 11. We quickly became enthusiastic promoters, sharing our excitement with friends and family, and always looking forward to another stay at Bakkum. The bungalow’s location, nestled in nature with views of the dunes, was everything we city dwellers could ask for.

Arrival misfortune: a booking disaster unfolds

However, this year’s visit would shatter our high expectations. Upon arrival, we found another group of guests aggressively unpacking their luggage at our bungalow—number 11. When I called the reception, a young lady informed me that our booking had been changed in September 2023, and we had been reassigned to bungalow number 25 without our consent or knowledge.

Unclear communication and staff delays lead to frustration

It took 45 minutes before the staff we were familiar with arrived. They explained that the other guests, who did not have a specific booking preference, had called the reception as well and were refusing to move. The staff apologized, saying they regretted the situation but would leave the other guests in bungalow 11 due to their anger, admitting that the entire situation could have been avoided.

A compromise that failed to impress

Several mistakes were evident. Our booking was not marked as a “preferred booking” even though we had always stayed in bungalow 11. An intern had changed our booking in September without checking our history as regular guests. And finally, the team had failed to review their bookings at the start of the season to ensure loyal guests received the locations they preferred.

They asked if we would consider staying in bungalow 25. We reluctantly agreed to take a look, but as soon as we saw it, we knew it wasn’t right for us. It was located next to a small childrensplayground, with a water pump just 10 meters from our deck. The neighboring bungalow’s deck was just five meters away, and the view was filled with five other bungalows and the driveway to another campsite. This was far from the serene escape we were accustomed to.

Customer Service failure: an unforgettable experience for all the wrong reasons

Despite our disappointment, we decided to give it a try, but the experience only worsened. There was nothing in the bungalow to make us feel special as returning guests—no personal touch, no welcoming gesture. It felt like the staff had completely ignored their mission statement: “To provide our guests with an unforgettable vacation in the North Holland dunes, offering exceptional hospitality.” Well, it was certainly unforgettable, but for all the wrong reasons.

Further complications: broken promises and mounting frustrations

The next morning, I went for my usual walk, but the joy of being at Bakkum was gone. The staff had promised to try to relocate other guests so we could return to bungalow 11 later in the week, but by 11 a.m., we had heard nothing. My husband bumped into the two staff members, who told him they had no solution yet but would keep us updated. He urged them to speak with me immediately, as I was ready to leave.

They finally appeared and offered us bungalow 11 for the last week of our holiday, from Monday to Monday. However, since it was currently Tuesday, this meant we had to find alternate accommodation for the intervening days. This was far from our idea of a relaxing holiday.

Added costs and a lack of compensation lead to a canceled booking

We found another place, packed our things, and prepared to leave. Just as we were about to go, one of the staff members approached with another offer: we could return to bungalow 11 from Friday. However, he made it clear that his problem was now our problem, and he needed us to confirm immediately to avoid upsetting other guests. We felt pressured and frustrated.

Having incurred an extra cost of 200 euros due to the new booking, I called the staff and requested compensation for the additional expenses. Their response was a flat refusal, citing the effort they had already put into resolving the situation. I remained calm but felt anger rising. They had messed up our booking, ruined our holiday expectations, and now wanted us to bear the extra costs. My husband, frustrated beyond words, demanded, “Either you pay the 200 euros, or we cancel the whole booking.” The staff continued to refuse, so we canceled our booking entirely and vowed never to return.

Lessons learned: how poor CX can turn promoters into detractors

There were many more frustrating elements to this experience, but the overarching theme was clear: what could go wrong did go wrong, and the service recovery was the worst we had ever encountered. Within 24 hours, we went from loyal promoters to dissatisfied detractors. Our feeling was that they simply didn’t care about us. Camping Bakkum seemed complacent, knowing they could easily get other customers. They had become sloppy with customer service and loyalty, and their ambition for exceptional hospitality had vanished.

Key takeaways for businesses: the importance of Customer Experience

This experience at Camping Bakkum offers you three key takeaways:

  1. Prioritize and recognize loyal customers
    Regular, loyal customers should be treated with special care. Failing to acknowledge loyalty can lead to a sharp decline in satisfaction and advocacy. Despite our loyalty for five years, the campsite did not handle our booking with care or make us feel valued.
  2. Effective communication and transparency are crucial
    Clear, timely communication and transparency are essential in maintaining trust. The campsite failed to keep us informed, leading to confusion, frustration, and ultimately, the cancellation of our booking. Keeping customers updated could have reduced much of the stress.
  3. Service recovery must be swift and thoughtful
    When mistakes occur, recovery must be swift and considerate of the customer’s needs. The campsite’s service recovery was poorly handled, with slow responses, reluctance to compensate for extra costs, and a lack of empathy, ultimately resulting in the loss of a loyal customer.

Camping Bakkum’s failure to adhere to these principles led to a ruined holiday for us and lost them a previously loyal customer. It serves as a reminder that exceptional hospitality is not just a mission statement but a practice that must be consistently upheld.

 

This blog is part of the 4-part series Summer CX Experiences: The Good, the Bad, the Better and the Brilliant. 

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

/door

How a simple gesture builds lasting client relationships

My summer isn’t complete without having a Business Mastermind session with my business friend and Swedish speaker on AI and Upgrading Leadership, Mia Liljeberg. We usually stay close to Stockholm, I prefer somewhere near the water and work for three days on our strategic plans, content creation and of course, mixing business with pleasure.

We booked an Airbnb in Vaxholm, an hour ferry ride from Stockholm center and Vaxholm is golden. It has the island, archipelago vibe, but still is large enough to have a wide choice of restaurants, coffee places and water all around.

A free gift from a real estate agent

While we walked to get our morning cappuccino, we passed the exclusive real estate agent Sjönära and my eye fell on a stack of pink newspapers that were in a holder outside their entrance. Mia explained that this was a free gift from the real estate agent. Every morning, the financial/business newspaper of Sweden – the Dagens Industri – is freely offered to those that come and want to read it. No strings attached!

Isn’t that a brilliant marketing gift? Because it is their ideal customer that reads this paper, and it creates a bond with those ideal customers. Mia told me, that many people go get their coffees, grab a newspaper and when they are ready to sell or buy a house, whether it is their primary or vacation house, they go to Sjönära real estate agents.

So, what to learn from this good CX example?

 

These are the three key takeaways

  1. Create meaningful value through thoughtful gifting
  • Lesson
    Providing a valuable, no-strings-attached gift that resonates with your target audience is a powerful way to build brand loyalty and create a positive association with your business.
  • Example from the Story
    The real estate agent Sjönära offers a free copy of ‘Dagens Industri’. This gesture not only provides value to potential clients but also aligns with the interests of their target demographic – business-minded individuals who may be interested in high-value real estate transactions.
  1. Integrate your brand seamlessly into the customer’s routine
  • Lesson
    Becoming a part of your customer’s daily life can significantly enhance brand recall and preference. By offering something that fits naturally into their routine, you subtly integrate your brand into their daily experiences.
  • Example from the Story
    By placing the newspapers outside their office, Sjönära becomes part of the morning ritual for many locals and visitors. As these individuals grab their morning coffee and newspaper, Sjönära subtly enters their consciousness, making it more likely they’ll consider the agency when thinking about real estate.
  1. Leverage local charm and community connection
  • Lesson
    Connecting your brand with the local environment and community culture can help build stronger relationships with potential customers. It shows that your brand is a part of the community and understands local values.
  • Example from the Story
    Sjönära’s use of the newspaper outside their office in Vaxholm, a charming and strategically located island town, taps into the local culture of relaxation mixed with business. This reinforces their brand as being in tune with both the local vibe and the professional needs of their potential clients.

This blog is part of the 4-part series Summer CX Experiences: The Good, the Bad, the Better and the Brilliant.

 

*****

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. Subscribe to her weekly CX Greetz to stay tuned. 

/door

The power of synchronicity: a CX journey in Sydney’s Harbor City

In the tapestry of my career, there lies a thread of synchronicity—mysterious, yet undeniably powerful. Imagine this scene from just fourteen days ago: my office for the day on the 17th floor in North Sydney with a view of the harbor and the Parramatta River.

The journey to this incredible moment began over six months ago, with the decision to visit the Professional Speakers Australia – PSA convention in Perth. The question came: How could I transform this trip into a combination of connection and impact within customer experience? My network, a peer group of CX professionals and clients, lead to three engagements across Sydney and Perth.

Then, as an opportunity materialized from the ether—a request for the CX Game in Sydney landed in my mailbox. An international corporation was in search of an innovative way to engage their team around customer centricity at their Annual Kickoff in March. The stars had aligned, placing me in Australia precisely when needed.

My conviction that the universe provides when we walk the right path has been a guiding light. In my book, ‘CX is a Pilgrimage: 50 Strategies to Spice Up Your Leadership,’ I delve into this belief in a chapter titled ‘Trust the Universe.’

And so, the universe delivered. With my client, we explored the possibilities, sealed the deal, and I journeyed to Sydney, bringing with me the CXGame boards, bells and train-the-trainer manuals. The result of this adventure was the privilege of a day program to empower five new trainers to champion the The Customer Experience Game®.

And here I stand, on that 17th floor with this Sydney harbor view, through a series of synchronicities that only the universe could orchestrate. As I reflect on this journey, I am reminded of the power of staying true to our path and the incredible impact we have, when we do.

The CX Game is more than just ‘a game’; it’s a serious game, a perfect and tested tool, that helps organizations become customer centric. That engages all employees and gets them to reflect and act.

This experience has reaffirmed my belief in the magic of synchronicity and the importance of trusting the universe. But more importantly, it has shown me the incredible power of our community—how, together, we can push boundaries, innovate, and elevate CX to new heights.

I cannot yet reveal the name of the company that embarked on this CX Game journey , but I am confident in their success and the lasting impact of today’s event. I thank Babs Asselbergs – CCXP for helping me on this engagement and to everyone who has been a part of this adventure, thank you for your trust, your enthusiasm, and your commitment to excellence.

Let’s continue to trust in the path we’re on, embrace the synchronicities that guide us, and together, create experiences that not only meet expectations but exceed them. Who knows what the universe has in store for us next?

 

*****

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 most Customer Experience stories suck

Most Customer Experience Stories, well ehm… make me want to walk AWAY.

Yes, that is the truth and I need to say it this harsh. Because at the start of a new year – okay it is almost March, but still – you have the opportunity to realize that your CX story might suck too and that you have a chance to change it. Too many CX leaders think that they have a solid story, and most of them are wrong. So, let’s see if you are part of that group, or… Hopefully not.

Five issues

The five issues I mostly see – and I have mentored so many CX leaders on their CX Stories, that I know my trade – is that CX stories are:

  • Too functional and boring – there is no emotion anywhere in the presentation, maybe it is even too corporate.
  • Too general – it could be any organization’s CX Story or is not memorable.
  • Lacking you as a leader – there is no way people can connect with you as the presenter.
  • Too analytical – you talk about trends and larger numbers, but the true customer is absent.
  • An open door – everybody in the audience agrees, but has either no clue what to do next, or is not engaged in a call to action.

How to create a good CX Story

First. What is a CX Story? It is a term that I use when it comes to your transformational customer change story. A good CX story contains at least these four elements:

  1. Personal story (what engages the audience with you as a leader?)
  2. Sense of urgency (where are we now, what is our BHAG or goal and why should we change?)
  3. CX Strategy (what is the path you envision for change, what is your change plan?)
  4. Call to action (what is it that you want your audience to DO?)

A great CX Story is a story that you can share in ten minutes, half an hour or even elaborate in a deep dive of an hour. But that ten minute one is your fundament. Your team can use it, and you will repeat it time and time again. In the end, it becomes the CX Mantra that everybody will know and understand.

Game changer

A good CX Story IS a game changer. Being able to share an incredible CX Story, will make you the King (or Queen) of CX Transformation. Trust me.

Do you want to spice up your CX Story – including your CX Strategy? It is something that you can do yourself, with a little of my help (and a big save on money for consultants). For Dutch CX leaders: in April a new CX Leadership Masterminds starts, where you and a select group of other CX leaders build and deliver your own CX Story and shape it to perfection. Please let me know in a response to this blog (or in the CX Greetz that it comes with) what mistake of the five you recognize. And maybe I can give you some personal tips what to do next!

 

*****

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 38: When fear is fear

When fear is fear; that is what Strategy 38 is about. I am aware that life is life and things could happen. It won’t help if I constantly have worrying thoughts. On the contrary, I think you might attract them if you keep thinking of your fears.

So, what to do instead? You’ll find out watching 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 33: Your pain, is… well, your pain

In this video you’ll learn why Arnold Schwarzeneggers’s saying “The pain you feel today, will be the strength you feel tomorrow” was not helpful to me during my pilgrimage. For me the question was: how can I deal with the pain and keep going?

What I know is that blaming won’t help you. Listen what will and check out 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.

/door

Strategy 32: Angels are out there to make you feel special

Angels are out there to make you feel special. Are they? Yes, in fact, that is what strategy 32 is all about. There are always angels on your path, the lights on your journey that make the world go round. Not just in life, but most certainly also as a CX leader.

Or why not being an angel yourself? Check out strategy 32 in 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 29: Work agile

Work agile. That is strategy 29. In this video you’ll learn how little tweaks can improve not only your projects, but also in the way you work. By just changing one little thing at the time, you’ll see big changes in the longer run.

Let me show you this principle based on my search for blister-free feet during my pilgrimage. What?! Check out this video and you’ll understand.

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

Six blind spots in CX leadership communication – and how to address them

In the dynamic of Customer Experience (CX) leadership, communication is essential for engagement, persuasion, and education. However, even the most seasoned CX leaders can fall prey to certain communication pitfalls. With the result that they don’t get their message across, colleagues don’t understand them and more important, people don’t get into action. Identifying and addressing these ‘six blind spots’ can transform how leaders communicate, connect, and influence their teams and customers.

Blind spot 1: being too complete

The Overload Trap: CX leaders often feel compelled to provide every detail in their presentations, believing that more information equates to better understanding. However, this completeness can lead to information overload, losing the audience’s interest and diluting the core message.

The Fix

Focus on simplicity and clarity. Distill the story to its most essential elements to keep your audience engaged and the message impactful.

Blind spot 2: being too boring

The Engagement Gap: a common misstep is sticking to a dry, fact-based narrative and not much engagement. This approach can make your presentation, strategy and stories unrelatable and forgettable.

The Fix

Incorporate elements that have unexpectedness. That spark emotions – humor, surprise, or personal anecdotes. Engage your audience with a narrative that resonates and makes them remember.

Blind spot 3: being too conceptual

The Abstract Challenge: CX leaders might lean heavily on abstract concepts or industry and especially customer experience jargon, making it hard to grasp.

The Fix

Ground your story with concreteness. Use real-world and customer examples and relatable scenarios. Simplify complex ideas with metaphors or analogies to make them more accessible.

Blind spot 4: being too corporate

The Corporate Veil: overemphasis on corporate perspectives can make your presentation or strategy feel impersonal or propagandistic and might feel that it is just your CX idea.

The Fix

Humanize your story and add in true customer data to build credibility. Have a CX data sheet, that you can use and share experiences and lessons from a personal viewpoint. Combine data with stories and relate to everyday experiences that transcend corporate walls.

Blind spot 5: being too unpersonal

The Relatability Rift: presentations lacking a personal touch fail to connect with the audience on an emotional level. Often people won’t connect and don’t understand what to do next.

The Fix

Build in emotion to connect and let your personal stories come into play. Let your vulnerability and authenticity shine through to build a stronger connection with your audience. Also be specific on your call to action, what you want your audience to DO.

Blind spot 6: being too functional

The Functional Focus: focusing solely on the functional aspects of Customer Experience, like methodologies, processes or outcomes, can make it uninspiring.

The Fix

Weave in the human element and add stories. Highlight the impact on people, whether it’s customers, employees, or communities. Stories that showcase human experiences and emotions are more engaging and memorable.

My conclusion and tips for you

Effective communication in CX leadership is about striking the right balance. It is my suggestion to use the success formula of Dan and Chip Heath from the book Made to stick. So, you start to focus more and get your ideas and communication across. To stand out from the crowd.

It’s about being informative yet engaging, professional yet personal, and functional yet inspiring.

By addressing these six blind spots, you as a CX leader can craft stories that are not only heard but also felt and remembered. This approach not only enhances communication but also fosters a more profound connection with teams and customers, ultimately driving a more impactful CX strategy.

 

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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 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