Travel light is a great strategy, not just for walking a pilgrimage but just as much for life, and for your CX leadership. I know from experience that the less you carry, the easier the journey is. The same goes for leadership: don’t get too many monkeys on your shoulder. Especially not other people’s monkeys… […]
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 […]
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. I read aloud […]
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 […]
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 […]
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 […]
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. I read aloud […]
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 […]
How much does it cost to go on a pilgrimage? And what is the link with budgeting your CX projects as a CX leader? Budgeting might not be your favorite part of your role, but money is required to bring in results. Watch this video about strategy 8: budgeting. And you’ll find it out it’s […]
In this episode of the CX Leadership Talks Podcast, Nienke Bloem discusses her insights on the book “The Power of Moments” and how to use these insights to your advantage. She breaks down four main reasonss:1. Where you can deliver and design powerful moments for customers2. How to use moments for change programs for colleagues and leaders3. […]