Tag Archief van: cx

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.

 

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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. 

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Strategy 16: Check if you are on track

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

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

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

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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.

 

*****

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. 

 

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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!

https://youtu.be/iQT2tNbgtKc

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 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.

https://youtu.be/7f4Rf-ihf5E

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 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.

https://youtu.be/8MnOs98gW8A

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 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.

https://youtu.be/NcaP5ahFLII

I read aloud a chapter every week. Enjoy listening to my book. I do hope that I’ll inspire you to spice up your journey as a business leader, a CX leader, or maybe even as a leader in your personal life. 

Subscribe to my YouTube channel and you’ll be notified if another chapter appears! 

Would you rather read my book? You can find it online on Amazon or – in the Netherlands and Belgium – in any bookstore online.

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/door

The 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

 

*****

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 9: Be practical

Be practical, that is what strategy 9 is about. Many leaders are perfectionists. I think it’s holding many people back. Besides that, it slurps all your time and energy.

So, if this applies to you as well, then watch this video now. Better done than perfect, learn how to get things done.

https://youtu.be/-qZXwcQ7cYw

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

De rode loper

We gaan even terug in de tijd. Ik denk dat het ergens in 1999 was. Ik werkte bij AMEV als inspecteur Leven en ik sloot mijn hypotheek over. Want als werknemer kreeg ik een mooie korting op de hypotheekrente en dat voordeeltje pakte ik graag mee. Een paar jaar laten ging ik verbouwen en ook daarvoor kon ik goed bij AMEV terecht.

Er was binnen AMEV een speciaal kantoor voor medewerkers, waar echt alles uit handen genomen werd bij het aangaan van de hypotheek. Er stond koffie klaar, je kon altijd even binnenlopen als je vragen had en ook de communicatie over papieren en de notaris was goed verzorgd. Er lag nog net geen rode loper uitgerold, maar zo voelde het wel. Als werknemers werden we goed in de watten gelegd.

Ik was als inspecteur Leven verantwoordelijk voor een groot gebied, ten oosten van Utrecht tot de Duitse grens en hielp tussenpersonen te kiezen voor AMEV op het gebied van hypotheken en pensioenen. Er lopen nu vast wat tijdzones door elkaar, maar ik weet nog wel dat mijn klanten – de tussenpersonen – onze afhandeling van hypotheken niet al te florissant vonden. De communicatie was onduidelijk. Hun klanten snapten niks van onze brieven. Het duurde lang voordat officiële offertes kwamen. Er gingen zaken mis bij het sturen van de notarisstukken.

Ik begreep daar weinig van. Want wij hadden het toch zo goed geregeld? Ik wist echt niet beter dan dat wij als AMEV het rode-loper-gevoel gaven aan klanten. Want dat was mijn eigen ervaring. In Customer Experience noemen we dat de ‘n=1 situatie’. Mijn eigen ervaring, zou ook die van onze klanten en hun klanten zijn. Daarnaast besefte ik toen ook niet, dat ik een inside-out-blik had en flink besmet was met de ‘curse of knowledge’. De wat?! Ik had veel meer kennis van hypotheken, wetgeving, en processen dan de klant die een hypotheek afsloot. Dat noem je de ‘curse of knowledge’. Ik kon me daardoor niet verplaatsen in de persoon zonder die kennis. Ik miste de outside-in-blik.

Ik ging met een tussenpersoon mee naar één van zijn klanten en zag gelijk waar het bij ons mis ging. Dat het rode-loper-gevoel alleen voor werknemers gold. Maar ik zag ook meteen het verbeterpotentieel. 

Precies daarom roep ik iedereen op om ook zelf op klantbezoek te gaan. Stap uit je eigen processen, systemen en denkbeelden en bekijk de wereld eens door de ogen van de klant. Daar waar de klant zelf is. Op het bedrijf of gewoon thuis. Zie waar behoeftes van klanten liggen, waar ze wakker van liggen en waar het echte verbeterpotentieel ligt. Wie weet zie jij ook waar jouw organisatie dat rode-loper-gevoel aan klanten kan geven.

 

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

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

 

*****

Nienke Bloem is often called the Customer Experience speaker in the blue dress. 

She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.

Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations. 

With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. 

/door