Tag Archief van: cx

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.

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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.

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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.

/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.

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Stategy 15: Out of office

You must be clear: when you are out of office, you are away. Don’t take your laptop to the beach, to answer mails and other stuff, while you could be reading a book, swimming or playing with your kids. Out of office is out of office, remember that.

I’ll explain this important strategy for your own sanity in this video!

I read aloud a chapter per 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.

 

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Strategy 13: Get the right gear

Get the right gear, strategy 13. But how to find and finally choose what you need from all that’s on offer? Be prepared when you go out for advice, and know what your requirements are. Whether you go out for a backpack or a new CX journey mapping tool.

Have your checklist ready: what’s important for you? And for your team? For your organization? More tips 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.

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Strategy 12: Learn from others

You don’t know what you don’t know. Right?! That’s what strategy 12 is about. It is time to learn from others. Make sure you get inspiration. Browse the internet, read books, listen to podcasts, etc. And more important: find people who can tell you stories on the HOW of customer experience management.

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 11: Planning some white space

Strategy 11, planning some white space, is the first chapter of cluster 3: ‘Preparation is key’. It’s hard to stick to your bigger goals and to stay creative, if your calendar is fully booked with meetings from early morning to late afternoon. You lack time for planning the future, for strategy and things that might just come along.

In this video you’ll learn why you must have white space in your calendar.

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 10: Prepare for rainy days

Prepare for rainy days! Is that a strategy? Yes, number 10 to be exact. In CX we often outline the ideal situation. A great goal to work towards, butif things go wrong? How do you cope with setbacks?

Being prepared for worst case scenarios is your lifeline. In this video you will learn how to anticipate possible scenarios and rainy days.

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

The Role of CX Leadership in Today’s World – with Ian Golding

In this episode of the CX Leadership Talks Podcast, Nienke Bloem interviews Ian Golding, one of the worlds famous CX Specialists and fellow CCXP.

Together they discuss a wide range of topics like customer experience management and how to spice it up. Exploring customer experience and the topic of your leadership authority.

If you are interested in CX education and want to learn more about it, this episode is a must-listen. You will gain valuable insights and knowledge from CX experts who have years of experience in the field.

Timestamps

[00:05:14] “External customer-centric expert focuses on empowerment”

[00:08:37] “The Power of Earning Authority for CX Professionals”

[00:13:30] Why Job Titles and Salaries Don’t Matter

[00:16:49] “The Importance of Listening to Four Voices”

[00:19:51] The Lack of Leadership Hindering Business Change.

[00:25:28] Board member praises simple customer journey visualization

[00:29:16] Operationalizing Theory: Basics Forgotten in Practice.

[00:31:21] “Siloed working stifles progress in businesses”

[00:34:30] “Eliminate Non-Value Added Work for Efficiency”

[00:36:31] “Identifying Non-Value Added Activity: A Strategy”

Listen to this episode

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