Seven lessons from this not-so-good customer experience... This is an interesting topic: how can you personalise occasions such as birthdays, wedding days and anniversaries? It all starts with understanding and empathising with your customer. What are the expectations? I had a good conversation with my friend Raymond Brunyanszki, the business owner of Camden Harbor Inn [...]
For my 50th birthday, I booked a room for two nights at the Waldorf Astoria in Rome. Because I wanted to treat myself, but also because I wanted to make my 50th birthday a special experience. It is a very large hotel, so I had even given myself an upgrade to the Imperial Floor. Bigger rooms, [...]
As CX professionals, we often send out customer surveys. Or maybe we don't even send them, but we use the content for customer insights or reports. Or to learn from them where we can improve our customer journeys. I know that many CX professionals are not responsible for closing the loop. That's a shame, because it's actually a [...]
This blog is about an old customer experience. It is more than 2 years old, and I remember it like it was yesterday. So, here we go.
As my mom lives on the island of Texel, we take the ferry to the island often. I am even a ferry shareholder. One of the shareholder benefits,
Sometimes you read a book that hits you with the hammer on the head. That makes you think: I want to remind myself of these words again and again. And I should reread this book occasionally, no yearly! The Power of Moments of Dan and Chip Heath is such a book. It’s very [...]
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 [...]