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Blog & vlog

All Customer Experience blogs and vlogs by Nienke Bloem
15-remedies-prevent-customers-feeling-blue

15 Remedies to prevent your customers feeling blue

It is that time of year. Especially in the Northern hemisphere, where it is the heart of winter. It is dark when you wake up and also when you return home from your office, the sun has set - if the sun has even shown...

Say my name, say my name

Yes, I just love Destiny's Child and Beyoncé in particular. “Say my name, say my name If no one is around you Say baby I love you If you ain't runnin' game Say my name, say my name You actin' kinda shady Ain't callin' me baby”   Man or woman? Yesterday I received an email...

CX Framework Series #6: Customer Centric Culture

How to align all employees with the customer experience strategy It is very important to realise that Customer Experience and having a customer centric mindset is often a cultural process within organizations. For that reason, a majority of leaders expressed that the existing culture within the...

CX Framework series: #2 Customer Understanding

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...

Podcast mania – 14 podcasts that are on my Listening-List

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,...

branded experience

Learn from YogiTea in Branding and Customer Experience

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...

best customer experiences

Top 5 best customer experiences in 2016

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...

5 worst customer experiences

My 5 worst customer experiences of 2016

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...

5 steps to win the online review battle

You and I both know it. The battle for the customer has become a digital one. This week I was cleaning out my bookcase. Going through books I used in University (till 1994), some out of date, but most still valid. Flipping through a marketing...

Big magic in customer experience

The book “Eat, Pray, Love” was one of my favorites. I could see myself eating pizza in Naples, working on my Yoga flexibility in India and of course enjoying love on Bali (who can’t?!). This week I had the pleasure of reading her newest book...

women day

Women in customer experience, let’s celebrate!

Hip Hip Hooray; It is International Women’s Day. Today I want to ask attention for Women in Customer Experience. To learn who they are and acknowledge them for their leadership, knowledge and experience. Lean in the Conversation! What do we do on International Women’s Day? We...

love

Cupid in Customer Experience, how about some customer love?

The 14th of February, it’s Valentine’s Day. The international day of love. There are lovers and haters of this tradition. I can imagine. It sometimes feels like an obligation to show your love because somebody (who?) invented valentine’s day. Like mother’s day, father’s day (where...

faq jungle

Please, help me out of the FAQ jungle!

It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant! BUT. Yes, here comes the...

china

I love China, but does China love me?

This summer I traveled in China with my 16-year old daughter and 23 other great travel companions. From Beijing to PingYao, Xian, Chengdu, LiYang, Dali, Kunming, Pingan, Yangzhou and leaving the country from Hongkong. What a beautiful things we have experienced! Business is booming in...

employee engagement

The Big Four in Employee Engagement

In june I visited the Gartner Customer Strategies & Technologies Summit 2015. Besides listening and engaging in sessions and workshops, I hosted a panel discussion titled “For the love of your customers, make employee engagement work!” With this blog I share the insights from this...