“Zo kan het niet langer!” Dat brieste ik, toen ik hoorde dat mijn dochter van 19 al minder per uur verdiende dan haar jongenscollega’s in de patatzaak waar ze een bijbaantje heeft. Het is tijd voor ACTIE. Dat was de motivatie om JA te zeggen tegen het programma ‘Wat verdien je?’ van BNNVARA wat maandag […]
It is that time of year. Especially in the Northern hemisphere, where it is the heart of winter. It is dark when you wake up and also when you return home from your office, the sun has set – if the sun has even shown her face at all during the day… Since most of […]
Yes, I just love Destiny’s Child and Beyoncé in particular. “Say my name, say my name If no one is around you Say baby I love you If you ain’t runnin’ game Say my name, say my name You actin’ kinda shady Ain’t callin’ me baby” Man or woman? Yesterday I received an email addressed […]
How to align all employees with the customer experience strategy It is very important to realise that Customer Experience and having a customer centric mindset is often a cultural process within organizations. For that reason, a majority of leaders expressed that the existing culture within the company forms a barrier that has to be taken […]
The foundation of your customer experience success Moving your organization towards customer centricity, which values the happiness of your customers as a top priority, could be a tough change. This change needs to be supported by a majority in the organization and colleagues need to be held accountable for their responsibilities in making it happen. […]
Measurement is a mean to an end, not a goal itself Have you ever heard the following while being asked to fill out a survey: “Please give us a 9 or 10 rating to let us know you are satisfied with us”? Or have you ever heard: “When we formulate the question differently, we can […]
How to shape your CX design & change process Once you have determined what your Customer Experience strategy should look like and you have good Customer Understanding you will need to need to shape your CX design: having clear repeatable processes and frameworks in place to design the customer experience you want to deliver or […]
Understanding your customers Rational and Emotional sides Customer understanding is essential in determining how you can design and provide products/services and experiences that fulfil customer needs, so you can deliver top-class customer service, improve loyalty and get great recommendations. It’s all about how your customers perceive you and all the interactions with your organisation. Perception […]
Delivering an excellent Customer Experience isn’t just about having friendly people in your customer care and instructing them to treat the customer as king. Creating great customer experiences is all about strategy. What is the identity of your organization? What experiences do you want your customers to have? How can you transform your organisation into […]
Over the last couple of months we continue to hear awful stories from the airline industry. Ryanair is canceling flights, affecting 300,000 to 400,000 customers, all because they have made errors when scheduling the holidays of their pilots. United Airlines who dragged a passenger off a flight because his seat was to be given to […]