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Blog & vlog

All Customer Experience blogs and vlogs by Nienke Bloem

Customer centricity is everybody’s responsibility

What do you think? A yes or a no? I'm curious. But before I share my opinion, we’ll go for an experiment.   Suppose. You wake up and you are happy. You jump fresh and energized out of your bed. Because you are looking forward to this...

The Definition of Customer Experience

Customer Experience: you read and hear a lot about it. But what exactly is it? What’s the definition? The definition I always use of Customer Experience is:   The perception a customer has of all interactions with you as a company during the whole customer journey, in...

Gaming for a higher NPS score

This blog starts with a strange ending of a call with an energy company… The call center agent, a friendly lady, finishes the conversation; “Madam, you will receive an email with a survey later. This also asks you to give me an evaluation. This is...

The good, the bad and the ugly

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 story behind the blue dress

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...

Reality check for marketeers

... 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...

I spy with my little eye, and it is… GREEN (when CX and CSR meet)

Many companies strive for an environmental friendly business. Where waste, working environment and green energy are fundamentals. Some businesses have made it their purpose (like Dopper and Tony Chocolonely), but many more are choosing it as a basic and a differentiator to their customers. What...

The Why and How of my Customer Experience study trip

“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...

25 ways to stay inspired as a Customer Experience professional

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...

George Michael

The waiter in the restaurant puts down the sushi bowl and gives me his broad smile once again. "What is your favorite George Michael song?" I ask him. He does not have to think about that for long. And he answers that secretly, he is...

The experience paradigm: Customer or Employee first?

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...

The happy camper

“Good morning Miss! Are you looking forward to join us on our flight to the Netherlands?” A big smile on his face clearly gives away that he's enjoying his day. His female colleague, right behind him, looks sternly past me and ignores my cheerful “Good...

Keep awarding yourself with learning experiences

Yes, you are a CX Professional. Or you are curious to learn more about Customer Experience. You want to extend your knowledge. Learn the theory behind elements of CX, want to learn from peers, want to grow as a leader? That is where you have...

The 4 elements of a brand promise

More and more, I come to the conclusion that this is the missing link in many businesses and a must have when it comes to customer experience. The need for clear promises to customers. To see if this is an issue in your company, please...

“Sorry, I’m Sales”

Recently, I have been contacted twice by unknown callers. I know that these are often sales calls. Looking at my phone history, usually this is a newspaper or a creditcard provider. Once again, my phone rings and when I see “withheld” in my display, I...

Begin with the end in mind

“All for fun and fun for all.” Does this appeal to you or would you rather go on a heavy metal cruise? Would you like to go on holidays with a cruise company who is really clear on what to expect? Let me take you...

Wanted: The Marie Kondo of customer communication

How are the New Year’s resolutions coming along? Healthier eating, more exercise, less alcohol or - very much on-trend - a rigorous tidy up operation? That is what it's all about in Marie Kondo's book The Life-Changing Magic of Tidying Up. The Japanese author's book...

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...