Tag Archief van: cx

Why personal elements are key to your CX Story, your CX change narrative

In today’s fast-paced, data-driven world, we often find ourselves relying on hard facts, figures, and metrics to tell our stories as leaders. After all, numbers don’t lie, right? But here’s the thing: while numbers might tell us what’s happening, they rarely make us feel anything. And without that emotional connection, the impact of our message can fall flat.

As CX leaders, we’re in the business of creating experiences that resonate deeply with customers – experiences that evoke emotion, build loyalty, and inspire action. But to do this effectively, we must first understand a fundamental truth: it’s the personal elements that make our leadership, our strategies, and our presentations truly memorable and meaningful.

The power of YOU in your CX Story

Whether you’re presenting a new CX strategy, rallying your team, or influencing key stakeholders, it’s not just about what you’re saying – it’s about how you say it and how much of you is in it. Bringing personal stories, experiences, and insights into your message not only humanizes you but also helps create a deeper connection with your audience.

Here’s why personal elements matter:
1. Building trust and connection
Trust is the cornerstone of any strong relationship, and it’s no different in leadership. When you share personal experiences, challenges, and successes, you give your audience a glimpse into who you are as a person – not just as a leader. This openness builds credibility and trust. When people trust you, they are more likely to follow your lead, support your vision, and take action.
2. Creating emotional engagement
Facts and data alone rarely inspire action. Stories, on the other hand, trigger emotions – and emotions drive behavior. Sharing personal stories that resonate with your audience makes your message more compelling. It helps your audience not just understand but feel the importance of what you’re saying. When people feel something, they’re more likely to remember it and act on it.
3. Memorability and impact
According to research from Stanford, stories are up to 22 times more memorable than statistics. Think about it – how many presentations filled with data have you forgotten as soon as they ended? But a well-told story? That sticks with you. By weaving personal elements into your presentations and communications, you ensure that your message leaves a lasting impression.

From data to meaningful stories

Let me give you a personal example. When I first started leading CX at a major company, I was preparing for a crucial presentation to senior leadership. I had all the data points lined up – charts, graphs, performance metrics – you name it. But something was missing. I knew the presentation needed more heart to truly resonate.

So, I hired a speech coach who helped me find my authentic voice as a speaker. They taught me that while data is essential, it’s the personal stories that bring those numbers to life. From that moment on, I began incorporating more of me into my CX presentations – my own experiences, struggles, and successes. And the result? My audience connected with my message on a deeper level, and I was able to inspire action in a way that cold, hard data alone never could.

How to incorporate personal elements into your CX leadership storytelling

So how do you bring more of you into your CX strategy and leadership? Here are a few tips to get you started:
1. Be authentic
Authenticity is key. Don’t be afraid to share your personal journey – the good, the bad, and the lessons learned. Your vulnerability makes you relatable and human.
2. Share stories that resonate
Choose stories that align with your message and that your audience can connect with. Whether it’s a customer experience that changed your perspective or a leadership challenge you overcame, make sure the story adds value to your point.
3. Connect the dots between personal and professional
Use your personal stories to illustrate larger business lessons or strategies. Show how your personal experiences shaped your approach to CX and how they can apply to your audience’s challenges as well.
4. Make it about your audience
While your stories should reflect your personal journey, always keep your audience in mind. Ask yourself: What do they need to hear? How can your personal story help them grow and succeed?

The bottom line

Incorporating personal elements into your CX leadership is more than just adding a personal touch – it’s about creating a connection. It’s about inspiring your team, engaging your stakeholders, and making your message memorable. When you bring more of yourself into your leadership, you build trust, foster engagement, and drive meaningful action.
So next time you’re preparing for a big presentation or working on your CX strategy, remember: facts tell, but stories – and the personal elements within them – sell.

Want to learn how to craft your own CX Story?

Join the CX Story Online Training and discover the secrets to impactful storytelling that puts YOU at the heart of your CX leadership. This comprehensive 6-week program will guide you through crafting a powerful CX narrative that inspires change and engages your organization.

Thank you for being part of this CX journey. Together, we’ll create the ripple effect that drives outstanding customer experiences! Ready to get started? Sign up here and take the first step toward transforming your CX leadership.

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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 CX Story Blueprint: How to create and apply it as a CX Leader

First of all, a big thank you for all the wonderful reactions to last week’s blog on being the CRO – Chief Reminder Officer! Your feedback keeps me energized and motivates me to keep delivering valuable content for your CX journey.

Today, I want to take you behind the scenes of a transformative weekend I had on September 14th and 15th at the Catalyst Content Retreat with the brilliant Jane Anderson in King’s Cliff, Australia. For over a decade, I’ve been in business, and I’ll be the first to admit, creating consistent, high-impact content hasn’t always been easy. That’s why I was so eager to learn from Jane, who has developed a fantastic system of “pink sheets” to structure content creation.

After two full days of workshopping from 9 AM to 5 PM, I left with newfound clarity on how to structure the content I share with you. Jane’s approach was so inspiring that I couldn’t stop myself from working on it even after a long day! As energized as I was, I realized that’s exactly what I want for you when it comes to building your CX Story – a framework that keeps you motivated and engaged long after the initial excitement fades.

CX story blueprint

Enter: The CX Story Blueprint

While Jane has her pink sheets, I’ve developed something of my own for CX leaders like you – the CX Story Blueprint! It all started at the CX Leaders Advanced event in Denver, where I tested this method for the first time. Now, it’s a cornerstone of my upcoming CX Story Online program. I know so many of you are eager to craft a compelling change narrative for your organization but are unsure where to begin. That’s exactly why I created the CX Story Blueprint.

Why the name “blueprint”? Well, blue stands for trust, reliability, and professionalism – qualities we need as CX leaders, right? It also symbolizes calmness and clarity, which are essential when guiding your organization through CX transformation (and let’s not forget, it’s the color of my signature blue dresses ;-)).

The four elements of the CX Story Blueprint

Now, let me give you a sneak peek into the CX Story Blueprint. It’s built on four essential elements that help you create a story that connects with your audience and drives meaningful change. Here’s a preview of the framework:

1️⃣ The personal element: This is your opportunity to connect on a human level. It’s where you share a personal story that ties you to the content and draws your audience in. In next week’s blog, I’ll share tips on how to choose personal stories that resonate with your audience.

2️⃣ The sense of urgency: Why is it crucial for your organization to focus on customer experience right now? Whether it’s linked to declining NPS scores, shifting market demands, or a new company mission, you must create a sense of urgency that shows CX is not just important—but critical.

3️⃣ Your CX strategy: This is the roadmap for guiding your company toward a customer-centric future. It outlines the key components, such as voice of the customer, customer journey mapping, and metrics. In the webinar, we’ll explore how to build a robust CX strategy that drives impactful change.

4️⃣ Call to Action: This is where many CX leaders miss the mark. Too often, a presentation ends with a vague closing statement. But what we want is a call to action that sparks movement, creating the ripple effect that leads to meaningful progress. In two weeks, I’ll be sharing techniques to craft calls to action that get results.

Ready to build your CX Story?

Imagine having a structured framework that helps you consistently craft compelling narratives to drive change and inspire a customer-centric culture. With the CX Story Blueprint, you’ll gain the tool to do just that, helping you engage stakeholders and promote meaningful shifts within your organization.

I’m thrilled to introduce the CX Story Online Training – a 6-week, step-by-step program that brings this framework to life. Led by CX expert Nienke Bloem, this training dives deep into the art of creating and delivering a powerful 10-minute CX story that aligns with your company’s strategy and spurs real action.

If you’re ready to elevate your leadership and make a lasting impact, sign up now and start building the CX narrative that will transform your organization from the inside out.

If you have any questions or thoughts about building your CX story, feel free to reach out. I’d love to hear from you!

Until next time, keep leading with heart and creating those CX ripples.

*****

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

Spice up your CX leadership: Why YOU need to be the Chief Reminder Officer

In the fast-paced world of customer experience (CX), leading your organization to customer-centric success is no easy task. It requires more than just understanding your customers – you need to inspire your team to embrace that same mindset. And to do that, you must become what I call the Chief Reminder Officer (CRO). 

 

chief reminder officer

So, what exactly does it mean to be the Chief Reminder Officer? Let me explain.

What is a Chief Reminder Officer?

As CX leaders, we are used to wearing multiple hats. We are strategists, communicators, innovators, and sometimes even cheerleaders. But there’s one role that often gets overlooked, and yet it’s critical to long-term success: repetition.

The biggest problem in communication, as George Bernard Shaw famously said, is the illusion that it has taken place. We present our CX strategy once, send out a few emails, and then expect it to magically embed itself in our organization. But research tells us otherwise.

The Forgetting Curve, discovered by psychologist Hermann Ebbinghaus, shows that 58% of information is forgotten within just 20 minutes! After 30 days, that number skyrockets, leaving only 21% of the message remembered. If we truly want to drive customer-centric change, we can’t afford for our message to be forgotten.

The Forgetting Curve Hermann Ebbinghaus

That’s why the role of the Chief Reminder Officer is so vital. Your job is to keep repeating the message – constantly reminding your team of the CX vision, the strategy, and the direction. This is how you create what I like to call the CX Ripple Effect.

How repetition creates lasting impact

Let’s break it down. Imagine you’re throwing a pebble into a pond. The first time you share your CX strategy, that’s the first ripple. It might be small, and it will fade if not repeated. But if you keep throwing in that pebble – through meetings, workshops, emails, presentations, and one-on-one conversations – the ripples will grow larger and larger. Eventually, your message will become part of your organization, influencing decisions and actions at every level.

I’ve seen this firsthand during my time leading CX transformations. When I was responsible for CX at KPN, we used the same CX story for over two years. We repeated it in leadership meetings, team presentations, and workshops. The result? The story became a guiding principle for the entire organization, shaping how we approached customer experience and ensuring alignment from the top down.

Creating your CX Story

Now, you might be thinking, “That sounds great, Nienke, but where do I start?” It all begins with crafting a CX story: a narrative that communicates the urgency, the strategy, and the call to action for your organization. This story needs to be clear, compelling, and repeatable.

Your CX story is more than just a strategy document; it’s a transformational tool. It provides direction, helps with decision-making, and unites your team around a common goal. And, most importantly, it’s something you’ll repeat again and again as you take on the role of Chief Reminder Officer.

If you’re ready to dive deeper into the art of crafting a CX story and learn how to make it stick, I invite you to listen to my CX Leadership Talks Podcast. In my latest episode, I discuss the power of becoming a Chief Reminder Officer and how it can fundamentally shift your CX leadership approach. I also share practical tips and real-world examples to help you build and repeat your own CX story with confidence.

Ready to spice up your CX leadership?

If you’re serious about spicing up your CX leadership, I encourage you to take the first step today. Becoming the Chief Reminder Officer for your organization isn’t just about repeating the message; it’s about embedding customer-centricity into the DNA of your team. With consistency, clarity, and the right CX story, you can drive lasting change that truly impacts your customers and your business.

To get started, listen to the podcast episode on becoming a CRO and learn how to craft a CX story that sticks.

➡️ Listen to the CX Leadership Talks Podcast now

Thank you for being a part of this CX journey. Together, we’ll create the ripple effect that drives fabulous customer experiences!

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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

CX Lessons from Bali: People, place, and profit

As customer experience professionals, we know that delivering exceptional service is a continuous journey – one that involves constant learning, adapting and evolving. This month, I’ve been lucky enough to take that journey to a whole new destination: the beautiful island of Bali. What I’ve experienced here has sparked new ideas for CX leadership that I’m excited to share with you.

 

 

Originally, I came to Bali for a Leadership Retreat, but as plans shifted, I found myself with time to reflect, create new content and prepare for the upcoming Global Speaker Summit. And while soaking in the Balinese culture, I couldn’t help but notice a few things that perfectly align with the principles of great customer experience. As I explored, I started thinking about three essential elements: People, Place, and Profit.

 

Here’s how these insights can help us all elevate the CX in our organizations:

  1. People: The power of warm, genuine service

One of the most striking things about Bali is the hospitality. From the moment you arrive, you’re greeted with smiles, direct eye contact and a genuine willingness to serve. There’s a warmth here that can be felt everywhere – from the hotels to the markets – and it’s incredibly infectious.

As CX leaders in large corporations, we often talk about creating a customer-first culture, but Bali reminds us that it’s not just about processes or systems – it’s about the people. So here’s a question: Are we empowering our teams to deliver this kind of warmth and connection? Are we ensuring that every touchpoint with our customers is driven by genuine care? Whether it’s your frontline employees, sales teams, or even leadership, think about how you can inspire more of this customer-centric spirit in your organization.

  1. Place: Environment speaks louder than words

I’m currently staying at the Hilton in Nusa Dua, and what strikes me is the meticulous attention to detail. From the beautifully curated decor to the constant care that goes into maintaining the space, everything is designed to make you feel welcome and at peace. Each morning, I see staff sweeping the paths, and ensuring that every detail is just right. It’s not just a hotel – it’s an experience.

This got me thinking: How do our physical or digital environments reflect our organization’s values and the experience we want to create for our customers? Whether it’s the layout of your retail spaces, the design of your website, or even the aesthetics of your office – are we paying attention to the details that matter? As leaders, we need to ensure that every aspect of the “place” reinforces the experience we’re promising. As soon as I am back home from Bali, I am redoing my office because it needs a purge AND it can breath even more the Nienke Bloem brand.

  1. Profit: Creating value through connection

Here’s where Bali really surprised me. From the moment you hop into a taxi at the airport, the driver is not just taking you to your destination – they’re engaging with you. “Where are you from? How long are you staying? Can I offer you a tour?” At first, it might seem like casual conversation, but there’s a deeper purpose here. The Balinese are skilled at creating value through connection. They’re not just providing a service – they’re building a relationship and looking for opportunities to add value.

In corporate environments, we can sometimes get caught up in the numbers, but let’s not forget that profit and customer connection go hand in hand. Every interaction is an opportunity – not just to close a sale, but to build a relationship that benefits both the customer and the business. Are we for example training our teams to recognize and act on these opportunities? How can we create more win-win situations where customers feel valued and we create long-term business growth?

The balancing act of processes and flexibility

Now, it’s not all perfect. Like many places, Bali has its share of rigid processes. Sometimes, people here are so focused on following procedures that they lose sight of the customer’s immediate needs. As I tried to book a pilates class, the only way it could be booked was through Whatsapp and I am not showing you the thread of the conversation, but let’s say that I know they could have made it effortless for me by for example working together with an app called Classpass.

It’s a valuable reminder for us as CX leaders: Processes are essential, but they should never overshadow the human element of service. We need to ensure that our teams have the flexibility to adjust and adapt when needed, always keeping the customer’s experience at the forefront.

Bringing it all together

So, what can we take from Bali back to our corporate CX strategy? It’s simple: People, Place, and Profit. Focus on empowering your teams to deliver warm, genuine service. Ensure that your physical or digital environments are inviting and aligned with your organization’s values. And always look for opportunities to connect with your colleagues, customers and create value – for all and for your organization.

As always, I’m excited to continue exploring new ways to elevate the customer experience and sharing these insights with you. I’d love to hear your thoughts – how are you applying these principles in your organization?

Until next time, keep spicing up your Customer Experience leadership.

 

*****

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

Leveraging Global CX Day to create a ripple effect in your organization

Global CX Day is fast approaching, and I absolutely can’t wait. For those who don’t know, the Customer Experience Professional Association (CXPA) kicked off this celebration in 2013, and we mark it on the first Tuesday of October each year. It’s our time to celebrate the incredible profession Customer Experience (CX) Management, recognize the professionals who drive it, and promote a culture centered on our customers. But the real power of Global CX Day lies in how we leverage it to inspire our teams, improve customer experiences, and elevate our leadership.

In my recent podcast episode of CX Leadership Talks, I dived into some actionable strategies to make Global CX Day impactful at three different levels: organization, team/program, and you as a leader. Let’s break it down, shall we?

A. Organization level

To make Global CX Day resonate across the entire company, it’s essential to engage everyone in enjoyable and meaningful activities. Here are three ideas to get your juices flowing:

1. Organize a Global CX Day: Plan a day brimming with activities like guest speakers, customer panels, and leadership discussions. This isn’t just about recognizing CX – it’s about motivating team-wide participation and engagement.

2. CX hackathon: Celebrate innovation by organizing a hackathon where teams brainstorm and pitch ideas to enhance customer experiences. Seek quick wins that can be implemented immediately, fostering a culture of continuous improvement.

3. Customer week: Why limit the celebration to one day? Expand it to a week dedicated to customer experience, filled with workshops, games, and interactive sessions. Companies like Thomas Cook have successfully done this, making it a cherished annual tradition.

B. Team/Program level

Your CX team is at the forefront of these initiatives. Energize them with programs that highlight storytelling, feedback, and cross-team inspiration:

4. CX storytelling: Empower your team to share customer stories through recorded interviews and internal forums. These narratives create a shared vision that everyone in the company can connect with and act on.

5. Customer feedback marathon: Dedicate a full day to dive deep into customer feedback from various sources. This helps pinpoint common trends and pain points, laying the groundwork for actionable insights and improvements.

6. CX Inspiration carousel: Organize sessions featuring CX experts, inspiring videos, and book discussions. Sharing best practices and learning from ‘failures’ can significantly enhance team creativity and innovation.

C. You as a leader

As a leader, you staying inspired and being involved is critical. How about you use Global CX Day and spice up your leadership?

7. Thank You express: Show your appreciation by sending personalized thank you cards to employees, customers, and partners. There’s something incredibly powerful about a handwritten note that strengthens relationships.

8. Small engagement tactics: Sometimes, it’s the small gestures that mean the most. Distribute customer-centric stickers, organize casual gatherings with coffee and cake, or use banners to create an inclusive and celebratory atmosphere.

9. Celebrate with peers at a CXPA event: Join the festivities of the CXPA globally, or join your local chapter. For example in the Netherlands we are hosting our flagship event where 125 CX leaders come together, learn, share and have a great time.

Small suggestion: don’t forget the evaluation phase

One thing I’ve learned is the evaluation phase often gets overlooked. It’s crucial to take time to evaluate what worked and what didn’t after your events. Make this a part of your planning process. It ensures that next year’s Global CX Day will be even more impactful.

So, whether you’re planning grand organizational events, energizing your dedicated CX team, or simply leading by example, these initiatives can transform Global CX Day into a cornerstone of your company’s customer-centric culture. Get ready to inspire your team, delight your customers, and spice up your leadership.

Remember, continuous learning and celebrating our successes play a significant role in thriving within our profession. Let’s make this Global CX Day unforgettable! Please listen to the whole episode of the podcast, I give many more examples and practical tips.

And don’t forget to tune into our next episode, where we’ll focus on journey management with a special guest. Trust me, you don’t want to miss it. Happy CX Day planning!

 

Listen to this podcast episode now!

/door

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. 

/door

The power of pride: how TeamNL House made our Olympic Experience unforgettable

Have you ever visited the Olympics? Well, I hadn’t either. So, I surprised my daughter with a trip to Paris to attend the women’s soccer final, where Team USA triumphed over Brazil. However, the true highlight of our trip was visiting the TeamNL House.

Discovering the national Houses at the Olympics

I had no idea that many countries had their own “house” in the Olympic host city. As we walked to the TeamNL House, we passed the Brazilian, Mexican, French, and Indian houses. It was fascinating to experience the pride and cultural diversity of each nation firsthand.

We were fortunate to have pre-booked our tickets to the TeamNL House, as it was sold out by the time we arrived. People were still hoping to get in! The entire process was seamless, thanks to a handy app that provided entry tickets, a program of events, and a map of the area.

Holland Heineken House becomes TeamNL House

I had heard about the Holland Heineken House in previous years, but I wasn’t prepared for the size and energy of the TeamNL House. Hosting 7,000 visitors daily, the venue was a sea of orange – a true celebration of Dutch pride. My daughter and I joined in, donning our orange outfits (a must at Dutch events!).

How TeamNL House created a sense of pride and connection

The organizers of TeamNL House incorporated the EPIC formula from the book The Power of Moments by Dan and Chip Heath. They made everyone feel proud and connected, with 99% of visitors dressed in orange and cheering on Dutch athletes. At the central square, we witnessed the male track cyclists earn medals and saw the women’s hockey team win gold, which elevated our pride even further.

Smart branding: TeamNL merchandise and goody bags for kids

Of course, we couldn’t resist purchasing TeamNL merchandise – from shirts and sweaters to cuddly toys. They even offered free goody bags for kids, which was a genius move to foster a connection with sports and Dutch culture from a young age.

The better party: celebrating Olympic medalists with Rob Kemps

Inside the venue, the party kicked off with Rob Kemps as MC, and the celebration of medal winners added to the excitement. We watched bronze medalist kitefoiler Annelous Lammerts receive her special medalist jacket, and the ritualistic walk into the arena filled us with goosebumps. Pride soared to new heights!

A Dutch party like no other: Kraantje Pappie and the ultimate celebration

The night was a blast, with Dutch artist Kraantje Pappie performing and everyone singing along to “Everybody is welcome in the party tent.” The atmosphere was electric, and it was a celebration we’ll never forget. Check out my video for a glimpse of the incredible energy inside TeamNL House!

Key Takeaways: Customer Experience Lessons from TeamNL House

1. Create an immersive and emotionally engaging experience

  • Lesson: Immersive experiences that evoke emotions like pride and connection can leave a lasting impact on customers and enhance satisfaction.
  • Example: TeamNL House fostered a deep sense of national pride through shared experiences, such as witnessing Dutch athletes win medals and participating in meaningful rituals.

2. Leverage exclusivity and anticipation to build excitement

  • Lesson: Offering exclusive experiences or products, coupled with anticipation, can drive customer enthusiasm and engagement.
  • Example: The exclusivity of TeamNL House tickets and the anticipation built around the event contributed to the excitement and overall positive experience.

3. Integrate brand merchandise and freebies to enhance loyalty

  • Lesson: Branded merchandise and free gifts can boost customer loyalty and create lasting memories tied to the brand.
  • Example: The strategic availability of TeamNL merchandise and free goody bags for kids not only increased sales but also strengthened long-term brand loyalty.

This blog is part of the 4-part series Summer CX Experiences: The Good, Bad, Better (this one) 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. 

/door

Three ways to put System 2 Thinking into practical use for CX Leadership

Welcome to CX Leadership Talks, where we dive deep into the world of customer experience management and leadership. In this episode, our host Nienke Bloem reflects on a crucial aspect of decision-making – the interplay between conscious and unconscious thinking.

Because do you also sometimes live on the automatic pilot? And in our CX leadership roles, we can miss out. So… Drawing insights from Daniel Kahneman’s work on System 1 and System 2 thinking, Nienke shares real-life examples and practical tips for CX leaders to cultivate a more conscious approach to decision-making.

Nienke highlights three compelling examples from her mentor calls, showcasing how conscious decision-making can lead to more strategic project selection, adept stakeholder engagement, and compelling storytelling within organizations. With practical advice and actionable takeaways, she encourages CX leaders to make conscious decisions, engage in System 2 thinking, and refine their approach to communication and project management.

Join us as we explore the value of making more deliberate choices, the impact of conscious decision-making on leadership, and how it can lead to greater success and recognition in the CX field.

Whether you’re a seasoned CX leader or aspiring to take on a leadership role, this episode offers thought-provoking perspectives to elevate your decision-making and leadership abilities. Tune in for a dose of inspiration and actionable insights to enhance your CX leadership journey.

Timestamped overview

00:00 Encouraging conscious decision-making and leadership impact.

05:14 Slow, effortful, logical; essential for complex problem-solving.

08:33 Consider conscious decision-making and project alignment.

12:42 Use multiple models to strengthen your methodology.

15:54 CX leaders need conscious communication for success.

17:01 Conscious actions lead to better results, recognition.


Want to grow as a CX Leader?

Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

Listen to this episode of CX Leadership Talks here on in any of your favourite podcast apps!

 

*****

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

Nine tips for driving impact through Closing the Loop

Welcome back to the CX Leadership Talk podcast. In this episode, your host Nienke Bloem digs deep into the topic of ‘Closing the Loop’ in customer experience management. Drawing from her recent experiences, Nienke shares 9 insightful suggestions to boost your closing the loop program, from co-creation sessions and individual feedback research to risk management and reporting on customer feedback improvements.

Through engaging and practical tips, Nienke emphasizes the importance of investing in the outer and inner loops to enhance customer experiences. This episode provides a comprehensive exploration of the challenges, strategies, and practical actions related to the closing the loop process in customer experience management. Here are 3 key takeaways from this episode:

  1. Co-create for impact: Organizing a world cafe setting to engage all stakeholders in improving the closing the loop process can lead to insightful discussions and impactful solutions.
  2. Growth hacking approach: Implementing ‘Friction Fridays’ where teams come together to solve specific issues can lead to continuous improvements and boost team morale.
  3. Customer-centric reporting: Reporting on the progress of closing the loop, including NPS and customer feedback improvements, can provide a transparent view of the organization’s commitment to acting on customer feedback.

Tune in to gather wisdom from Nienke’s solo episode and discover how to improve and finetune your initiatives for closing the loop to new heights.

Timestamped overview

00:00 CX Leadership podcast: “Closing the Loop Program”

05:53 Improving customer experiences, energizing with practicality.

06:33 Host World Cafe event for deeper process review.

10:10 Clarifying ownership and strategy in customer feedback.

15:28 Identify and address risks with strategic solutions.

17:21 Address big issues every other Friday strategically.

20:49 Send biannual surveys, track improvements, and communicate.

22:45 “9 tips for enhancing customer experience management.”

The outline above offers a comprehensive overview of this episode’s content.

 

In the podcast Nienke mentions the World Cafe setting, more on that here.

Want to grow as a CX Leader? Contact Nienke Bloem. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: https://www.nienkebloem.nl/en/cx-educatie/

Listen to this episode of CX Leadership Talks here on in any of your favourite podcast apps!

 

*****

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 50: Let’s put a dent in the universe

One of my heroes, Steve Jobs, said, “We are here to make a dent in the universe, why are we here in the first place.” And I totally agree, that’s why the last strategy (number 50!) is: let’s make a dent in the universe. And enjoy the ride!

The last chapter and therefore the last video about my book ‘CX is a pilgrimage’. I hope that by now you have boosted your leadership (and your life) and that my strategies have inspired you to make every day better and more exciting.

Thank you for traveling with me, I am extremely grateful for that!

I read aloud a chapter every week. Enjoy listening to my book ‘CX is a pilgrimage’. 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 ‘CX is a pilgrimage’? 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