De dame aan de telefoon van het energiebedrijf sluit het gesprek af; “Mevrouw, u krijgt straks een email met een vragenformulier. Hierin wordt ook gevraagd om een cijfer te geven. Dit is voor mijn persoonlijke beoordeling. Wat voor cijfer geeft u mij? Tussen de 0 en de 10?” Ik ben licht verbouwereerd, stamel ‘een negen’. […]
When I hear the title of this movie, what comes to my mind, is Clint Eastwood on a horse and the great title song with the whistle in it. A real spaghetti western which was taped long before I was even born. But I love the movie, the plot and of course the title. It […]
Maybe you know, maybe you don’t. But me wearing a blue dress when I perform and speak, has a start. I call it the birth of my personal brand. Let me share the story with you. It was Sunday March 29th 2015. I was invited to my first Professional Speaker Association event, not only to […]
Mijn nieuwe bank zou worden geleverd. Ruim zeven weken later dan gepland. Er was iets met stoffen (of het ontbreken ervan), leveringsissues en gedoe in de fabriek in Italië. Helemaal netjes ging de communicatie niet, máár er was goed nieuws. De bank was in Nederland en stond bij het transportbedrijf. Ik werd gebeld door een […]
“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 […]