The foundation of your customer experience success Moving your organization towards customer centricity, which values the happiness of your customers as a top priority, could be a tough change. This change needs to be supported by a majority in the organization and colleagues need to be held accountable for their responsibilities in making it happen. […]
Measurement is a mean to an end, not a goal itself Have you ever heard the following while being asked to fill out a survey: “Please give us a 9 or 10 rating to let us know you are satisfied with us”? Or have you ever heard: “When we formulate the question differently, we can […]
How to shape your CX design & change process Once you have determined what your Customer Experience strategy should look like and you have good Customer Understanding you will need to need to shape your CX design: having clear repeatable processes and frameworks in place to design the customer experience you want to deliver or […]
Understanding your customers Rational and Emotional sides Customer understanding is essential in determining how you can design and provide products/services and experiences that fulfil customer needs, so you can deliver top-class customer service, improve loyalty and get great recommendations. It’s all about how your customers perceive you and all the interactions with your organisation. Perception […]
Delivering an excellent Customer Experience isn’t just about having friendly people in your customer care and instructing them to treat the customer as king. Creating great customer experiences is all about strategy. What is the identity of your organization? What experiences do you want your customers to have? How can you transform your organisation into […]
Over the last couple of months we continue to hear awful stories from the airline industry. Ryanair is canceling flights, affecting 300,000 to 400,000 customers, all because they have made errors when scheduling the holidays of their pilots. United Airlines who dragged a passenger off a flight because his seat was to be given to […]
Last week I visited Influence17 in Orlando, the largest conference for speakers. To meet great speakers, network, learn and inspiration. Inspired by the session of Jeffrey Hayzlett about how to use podcasts for your business, I decided to ask the delegates and you on Linkedin, what podcast I should listen to. From all suggestions I […]
In the marketplace it is all about branding. About being distinctive. Like Seth Godin says in his book Purple Cow “The key to success is to find a way to stand out–to be the purple cow in a field of monochrome Holsteins”. So how to be a Purple Cow and deliver a Branded Experience? I […]
You might have read my Top 5 worst customer experiences. Now it is time for the Top 5 best customer experiences. The year is coming to an end, so it’s time to look back at 2016 through the CX lens. I must tell you, there were more bad experiences than good ones. There is a […]
As the year is coming to an end, it’s time to look back at 2016 and see in which ways organizations can learn from mistakes in Customer Experience. I’ve collected my five worst customer experiences this year so we can do better in 2017! And then look out to my five best customer experiences, which I […]