Tag Archief van: cx

Strategy 4: Create doable chunks

Giant goals can stimulate you to go forward, but they can also freeze you. They excite and frighten you at the same time, because where to start? What should your first step be?

Let me show you how to do this. Watch this video about creating doable chunks. Yes, this is the 4th strategy!

https://youtu.be/MimLiWBwp2I

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 speakcxs 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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Leadership lessons: Stepping out of your Comfort Zone for CX Success, with Edwin Koot

In this episode of CX Leadership Talks, Nienke Bloem interviews Edwin Koot, Manager Customer Experience & Analytics bij Allianz Benelux who shares his insights on Customer Experience Management. 

It is the honest story of how he stepped out of his comfort zone and spiced up his leadership. It is a great conversation on Voice of the Customer, ROI and how to engage leaders in organizations. 

If you want to learn more about CX leadership or have any questions about CX, contact Nienke. She is the CX leadership expert and can provide you with the guidance and support you need to succeed in CX Leadership.

Listen to this episode

/door

Strategy 3: Set a BHAG

Strategy 3 is: set a BHAG. This really helps you to transform and to become the leader you wish to be. Dare to aim for something big, by setting your BHAG.

Don’t know yet or don’t even know what a BHAG is? Then surely listen to chapter 3 and get inspired!

https://youtu.be/jXCKKEFtnkk

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

7 strategies to boost your CX leadership authority and lead with success

Hi dear Listener, over the years I have learned that not many CX leaders believe they are a CX Authority. And if you don’t believe that yourself, what do you expect from others? So time to grow your AUTHORITY!

Exactly what this podcast episode is all about: growing authority as a customer experience leader. Nienke discusses seven key ways to build authority, from developing expertise and sharing good CX stories, to setting high standards and holding yourself and others accountable. It all starts with you and your personal growth!

It is important to build relationships with senior leaders, be associated with professional organizations, and communicate your vision for customer-centric transformation through a compelling CX story. Keep building expertise, investing in education, and sharing customer stories to be recognized as an authority in your organization. Trust me, it’s worth it! 

Enjoy listening to this third episode of the podcast and please let me know if this resonates with you and… if you have questions!

 

*****

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 2: Choose the path of energy

Choose the path of energy. That’s the second strategy on how to spice up your leadership. Whether it is your leadership in private or business, you need to make lots of choices, small and bigger ones. But how to make this easy for yourself? By choosing the path of energy.

If you think ‘huh?’, then find out: listen to chapter 2 now!

https://youtu.be/VU1R6ZsF3UM

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

Why your CX program will fail – fab insights with Aleksandra Pilniak & Friederike Niehoff

On this second episode of CX Leadership Talks we have two guests, both CX leaders and authors: Aleksandra Pilniak and Friederike Niehoff share their expertise in customer experience (CX) leadership. They discuss insights out their brilliant book “Why your customer experience program will fail and 7 proven ways to avoid it”

For example the importance of appreciation and injecting fun into the workplace and the episode highlights the pitfalls in CX strategy and concrete tips to improve it. Organizational culture is seen as crucial for a successful CX program, and the guests emphasize the importance of understanding it before attempting to change it. The episode also touches on the importance of self-appreciation, engaging with customers effectively, and using a maturity assessment to confront individuals on their customer-centricity.

Listen in for valuable insights from these two female leaders in Customer Experience Management. Friederike taped this episode while she was in South Africa, with a situation of flickering wifi, this has impacted the sound quality. But we like the episode and conversation so much, that we decided to leave it as it is!

And where to buy their book? Here!

 

*****

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 1: NOW is always a good moment to start

The first section of the book is about: How to start? From idea to action. And the first strategy is that NOW is always a good moment to start. Sounds obvious, but I’m sure that almost everyone has a bucket list item covered in dust, with no other plan than to do it someday…

I share the story behind my decision to walk a pilgrimage and relate that to you, being a leader in CX.

So, listen to my first strategy and chapter: Now is always a good moment to start.

https://www.youtube.com/watch?v=b_jdQJSYwUs&list=PL7GBbYOGbs1d58Yl6OpeV0AI2EbAklj36&index=12

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 3 A’s of CX leadership – The introduction of the podcast CX Leadership Talks

On this very first episode of CX Leadership Talks, our host Nienke Bloem, a CCXP (Certified Customer Experience Professional) with 20 years of corporateand 8 years of CX Entrepreneur experience, dives deep into the world of customer experience management.

As someone who believes that CX is a core part of her identity, Nienke shares insights into successful CX leadership.

She emphasizes the importance of

  • Accountability,
  • Authority, and
  • Anecdote

and shares how she and you can implement them in Customer Experience Management.

The episode provides valuable insights on how to lead CX and provides practical solutions to common CX-related challenges.

Listen to this first 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

Introduction to my book ‘CX is a pilgrimage’

How to spice up your leadership? That is what my book ‘CX is a pilgrimage’ is all about. In 2021, I decided to spice up my life and found the magical connection between Customer Experience, pilgrimage, and leadership.

I walked 1,000 kilometers on the Via Francigena, a pilgrim’s path in Italy and finished in Rome on May 17th, 2022, my 50th birthday. That’s why I decided to share 50 strategies in my book ‘CX is a pilgrimage – 50 strategies to spice up your leadership’.

https://youtu.be/SafsVE7Kpkk

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

Systeem

Voor een klantbelevingsworkshop die ik geef, heb ik materialen ontworpen en laten drukken. Als ik de envelop met drukwerk ontvang, mist 75% van de bestelling.

Gelukkig was ik ruim op tijd met bestellen en had ik de materialen niet direct nodig. Bellen lukt me niet tijdens openingstijden, want ik neem die dag deel aan de jaarlijkse vossenjacht. Om het plaatje voor de beelddenkers compleet te maken: ik ben verkleed als oranje-supporter.

Dus ik stuur een berichtje naar deze printgigant. Ik vermeld exact de informatie waarvan ik vermoed dat de servicemedewerker die nodig heeft. Het ordernummer, datgene wat wél bezorgd is – mijn document met de naam Hand-out, precies zoals dit in de bevestigingsmail staat – en dat de andere drie onderdelen ontbreken.

Geheel in het oranje uitgedost, loop ik ondertussen in de stad. Ik check mijn mail en lees:


‘Beste,

Wat vervelend dat het mis gegaan is met de levering van uw bestelling. De hand-out heeft u dus wel, maar het losbladige artikel en de stickers ontbreken? Wanneer wij dit duidelijk hebben dan kunnen wij kijken naar een passende oplossing.

Met vriendelijke groet,

Madelon’

Ehm, ja. Dit is een gevalletje copy-paste zonder goed te lezen. Want ik heb al aangegeven dat alleen de hand-out is geleverd. En blijkbaar is het te veel moeite om me aan te schrijven met mijn naam. Niet herkend en zeker niet erkend. Ik antwoord snel terug dat dit inderdaad klopt. Om de volgende mail terug te krijgen:

‘Beste,

Helemaal goed ik het het in het systeem gezet voor u.’

Huh?! En nu? Wat een slordige nikszeggende mail, ook nog met een typefout. Ze heeft het vast in het systeem gezet, maar wat betekent dat voor mij? Voor de ondernemer die deze materialen nodig heeft om CX-les te geven?

Dit is dus waar het vaak misgaat. Voor Madelon is het waarschijnlijk klip en klaar, maar voor mij – de klant – is het nu onduidelijk. Is mijn opdracht naar de printer? Krijg ik mijn materialen? En wanneer? Ik stuur er een kort berichtje op de chat achteraan, waarop een collega vriendelijk antwoordt dat de materialen geprint worden.

De vossenjacht was top. Net ontdaan van oranje schmink, zitten we na te genieten tijdens de vrijdagmiddagborrel. Dan ontvang ik om 18:41 uur de kers-op-de-taart-mail.

‘Beste heer/mevrouw,

Vanwege een te grote drukte is het ons helaas niet gelukt om uw bestelling vandaag te versturen.

Door: Systeem’

Wat?! Dit systeem is stuk! Zoals zoveel systemen. Als klant heb ik er de balen van. Het doet me denken aan een video van Little Britain, die ik gratis voor jullie vertaal: ‘Systeem zegt NEE.’

Het is klaar: klant zegt NEE. Ik ga op zoek naar een andere drukker.

 

Dit blog werd geschreven voor CustomerFirst en gepubliceerd op 2 mei 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