The latest years I have seen many organizations that worked with CX Ambassadors. So many roles, and so many variations of domain of impact. For example, to implement customer improvements, or to be NPS ambassadors from all teams to make sure the metric and the thought behind it stays alive, or to build a culture [...].
Look at this photo. Isn't it a brilliant moment of fame? These are the winners of the International CX Award 2019 for Best Customer Experience Team: the CX team of KCB Bank. This bank is located in Kenya and their CX team nailed it when it comes to CX. What can you learn from them? […]
Okay, when you read this column we're in the end of January. Only I'm writing it now that we've just started the year. And traditionally we think collectively about our good intentions. I wouldn't be a CX expert if I didn't link those resolutions to clients. That's why I'm giving you a nice overview of 20 [...]
Last year around this time, I got to visit two of the greatest names when it comes to Customer Experience. Disney and Zappos. I traveled to California to learn all about CX magic at Disney Institute. In Las Vegas I got a tour at Zappos where I interviewed leaders at their fun property. Many of [...]
It's 2012 and I just became responsible for customer experience at KPN in the consumer market. We want to write a change strategy - one that is not only functional, but above all appealing and involves real change. We describe the change from the point of view of the customer and the employee. For the colleagues we want them to [...]
There I got one again. Such a confirmation letter from a service that I use. In corporate terminology, I would call it a process letter - one that the system automatically throws out because a customer has ordered, changed or cancelled something. Of course, it is important that these letters are automated […]
What do you think? A yes or a no? I'm curious. But before I share my opinion with you, I'm taking you into an experiment. Say. You wake up and you're cheerful. Bright and early, you're jumping out of bed. You're ready! You go to work full of passion. […]
Customer Experience: you read and hear a lot about it. But what is it exactly? What is the definition? The definition of Customer Experience that I always use is: The perception that a customer has of all interactions with you as a company during the entire customer journey, in all customer channels. I would like to explain this in more detail [...].
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 meant for my personal review. What rating would you give me? Between 0 and 10? ". While she poses this question, I am taken by surprise, and stammer: "A nine..." […]
When I hear the title of this movie, what comes to my mind, Clint Eastwood is 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 movie, the plot and of course the title. It [...]