When it comes to customer experience, should you start by interviewing customers and sending out surveys? Or should you start by mapping customer journeys and then interviewing customers? Or ...? In this video you'll explore that many roads lead to Rome. But which road to take? Where to start? That's what strategy 5 is about. [...]
We start the CX inspiration day at Starbucks. Along with eight Customer Experience leaders in government, we get a behind-the-scenes look at how they organize customer experience at three companies today. As everyone trickles in, Robin and I stand in line for coffee at Starbucks. We slowly move up and then we are able to [...]
Giant goals can stimulate you to go forward, but they can also freeze you. They excite and frighten you at the same time, because where to start? What should your first step be? Let me show you how to do this. Watch this video about creating doable chunks. Yes, this is the 4th strategy! I [...]
In this episode of CX Leadership Talks, Nienke Bloem interviews Edwin Koot, Manager Customer Experience & Analytics at Allianz Benelux who shares his insights on Customer Experience Management. It is the honest story of how he stepped out of his comfort zone and spiced up his leadership. It is a great conversation on Voice of the Customer, ROI and how [...]
Strategy 3 is: set a BHAG. This really helps you to transform and to become the leader you wish to be. Dare to aim for something big, by setting your BHAG. Don't know yet or don't even know what a BHAG is? Then surely listen to chapter 3 and get inspired! I read aloud a [...]
Hi dear Listener, over the years I have learned that not many CX leaders believe they are a CX Authority. And if you don't believe that yourself, what do you expect from others? So time to grow your AUTHORITY! Exactly what this podcast episode is all about: growing authority as a customer experience leader. Nienke [...]
Choose the path of energy. That's the second strategy on how to spice up your leadership. Whether it is your leadership in private or business, you need to make lots of choices, small and bigger ones. But how to make this easy for yourself? By choosing the path of energy. If you think "huh?", then [...]
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 [...]