“Nienke, zullen we het gewoon een keer niet over Coolblue hebben? Zijn er geen andere gave voorbeelden als het gaat over customer experience?” Een opmerking uit een recente Customer Experience Masterclass. Het zou kunnen dat er Coolblue-moeheid is in de wereld van de klantbeleving. En ja, dat snap ik. Altijd maar die merkbelofte, dat ‘Alles […]
… why you are getting it all wrong when it comes to the visual revolution We are in the age of the visual revolution. Sorry? What? Yes, visuals are the bomb. Not just a little bit, but all over the place. Where Instagram is growing like crazy, YouTube is the second largest search engine and […]
… or should I say, Employee Experience? Yes, I have been wondering what the title of this blog should be and I chose the one on Customer Experience. Just because I had to choose. If you think after reading this blog, it should be the other way around. Let me know! The 22ndof January 2019. […]
Disney – we all know the brand, and I have visited their theme parks several times. Both in Paris as well as in Orlando. But how do they consistently deliver their Disney Magic? This year I decided to invest in myself and learn more and follow one of Disney Insitute’s courses. A separate company, dedicated […]
“How do you stay inspired, Nienke?” “What companies do you want to visit and learn from their CX secrets?” “Where do you get new material for your speeches and masterclasses?” Three random questions I got from CX peers and personal friends. Very valid questions, because I am a teacher to others, inspire others, get them […]
The thing I hear often is that fellow Customer Experience Professionals work hard. They are focused on realizing their customer centric transformation, improving NPS and CES (or other customer metrics, but that is another blog post ?) and engaging the organization. You might also recognize that as you are working hard, it can make you […]
De ober van het restaurant zet de schaal sushi neer en schenkt me nogmaals zijn brede glimlach. “Wat is jouw favoriete nummer van George Michael?” vraag ik hem. Daar hoeft hij niet lang over na te denken. En hij antwoordt dat hij stiekem een grotere fan van Engelbert Humperdinck is. Maar dat George Michael de […]
When it comes to organizational transformation, this is an important and often raised question. What are the leading principles coming out of your strategy in order to transform your business model? Frank van den Brink, Chief Employee Experience Officer of ABN AMRO bank and I share our insights and opinions. We try to get our heads […]
Het is al even geleden dat ik de HEAO (internationale marketing) afrondde. Veel van wat mij daar is geleerd, ben ik kwijt. Maar wat me nog goed op het netvlies staat, zijn de 4 P’s van Kotler: Prijs, Plaats, Product en Promotie. Die zijn erin geramd en ken ik als dé marketingmix. Al browsend op […]
There is so much going on when it comes to customer experience. I see brilliant initiatives, professionals, strategies, projects and transformations going on at my clients and I read all your stories on LinkedIn. It makes me smile and as a CX colleague, it makes me proud. We are all on our way to deliver […]