If you are a customer who books a large number of tickets, you are probably a B2B customer. But in this case, I was not. Still, in such a case, you want to feel a bit special. I book 13 tickets! That must be a good deal for the company, right? Better than one plane ticket, right? I felt nothing at [...].
I will turn 50 this year. Then comes the question. How do you want to celebrate? I am walking 1000 kilometres to Rome this year and will celebrate on 17 May in St Peter's Square with my husband. But there was also a little voice in my head that I would really like to celebrate with my girlfriends. For once really [...]
Buying a new car should be a small celebration. This car was not just any car; in fact, it was a very expensive car. So as a customer, I also expected more than just a "normal delivery. What can you learn from this as a Customer Experience Professional? For me, there are 4 key lessons to be learned. Enough said [...]
I have bought a new car. I really did. My very first brand new car. Earned the money myself. After much thinking, I took the plunge. I chose an electric car. A beautiful Volvo XC40. I ordered it at the end of October, and they promised me it would be delivered by the end of December. There was a lot of waiting, [...].
The last months I spoke to over twenty CX leaders and most of them were just... um, how to say it.... tired. They were tired of the back to back online team meetings. The lack of seeing team members in person. So I asked them, "How do you stay inspired?" Most of them had no [...]
You might think, this is weird; what does speed have to do with CX? Let me explain and start by sharing my personal story of last month in Italy. Most of you know that I am walking a pilgrimage. The Via Francigena is my path for the next year. 1,000 kilometres by foot. A challenge [...]
We're on a campsite, in a cottage. And that's not just any campsite, but one that's hip and therefore quickly sold out. The booking already took place last November, bearing in mind that I would be abroad the whole month of June for wonderful speaking assignments and CX master classes. But [...]
I'm getting married. Yeah, it's quite something. For some people this is the best day of their lives, but we see it - and perhaps that's because of our age and Dutch background - a bit more practical. We don't live together, so for us it's a day of love. A moment when we [...]
Emotions you really need to recognize when interacting with customers and employees. For all in in customer experience, marketing, sales and operations. The last couple of days my feelings are deeper than a month ago. I feel sad when I see awful images on ICU's and when I hear stories of loss. I feel disgust of [...]
"Improving the customer experience, that's what we're doing." I'm talking to a CX colleague at a government agency. At a big brown paper, she explains to me what I see on this. A beautiful customer journey, full of ups and downs in emotions and lots and lots of post-its. Unfortunately not of very good quality, because [...]