On this second episode of CX Leadership Talks we have two guests, both CX leaders and authors: Aleksandra Pilniak and Friederike Niehoff share their expertise in customer experience (CX) leadership. They discuss insights out their brilliant book "Why your customer experience program will fail and 7 proven ways to avoid it". For example the importance [...]
The first section of the book is about: How to start? From idea to action. And the first strategy is that NOW is always a good moment to start. Sounds obvious, but I'm sure that almost everyone has a bucket list item covered in dust, with no other plan than to do it someday... I [...]
On this very first episode of CX Leadership Talks, our host Nienke Bloem, a CCXP (Certified Customer Experience Professional) with 20 years of corporateand 8 years of CX Entrepreneur experience, dives deep into the world of customer experience management. As someone who believes that CX is a core part of her identity, Nienke shares insights [...]
How to spice up your leadership? That is what my book 'CX is a pilgrimage' is all about. In 2021, I decided to spice up my life and found the magical connection between Customer Experience, pilgrimage, and leadership. I walked 1,000 kilometers on the Via Francigena, a pilgrim's path in Italy and finished in Rome [...].
For a customer experience workshop I am conducting, I designed materials and had them printed. When I receive the envelope of printed materials, 75% of the order is missing. Fortunately, I was in plenty of time to order and didn't need the materials right away. Calling me is not possible during business hours, as I am participating in the [...] that day.
I pretty much always offer delivery drivers a cup of coffee. Or in the summer, I have a few cans of soda cold. Or maybe they want to use the restroom? Usually they turn this down, because busy busy busy, but sometimes there is a need and some time for it. Like last [...]
Yes! February, the month of love. Or to put it a little more precisely, the month in which Valentine's Day falls. That day when many people send a card. Buying a bar of chocolate that says "I love you" and then giving it to a loved one. Or send someone a message. To our loved one, a friend, [...]
As a CX leader you are often not the person in charge. Ultimately, that is someone from the board or C-Suite. You have to take that into account in your stakeholder management. You do not only lead and advise your team, but you [...]
We go back in time about ten years and I am sitting across from my then CEO. I have been in charge of KPN's Customer Excellence team for three months now. I am new to the company, he even a little newer. My objective is to bring the relational NPS from -14 to zero in a little less [...].
Customer centric change is a matter of having a long breath: changing behavior and engaging colleagues won't happen in just a month. It is a demanding process, both from you as the initiator, facilitator or leader, as well as from the people you want to engage in the change. Adding FUN to your CHANGE program [...]