My new sofa was supposed to be delivered. More than seven weeks later than planned. There was something with fabrics (or lack thereof), delivery issues and hassles in the factory in Italy. The communication was not entirely smooth, but there was good news. The bank was in the Netherlands and was with the transport company. I was called by a [...]
"Nienke, let's just not talk about Coolblue for once, shall we? Aren't there any other cool examples when it comes to customer experience?" A comment from a recent Customer Experience Masterclass. It could be that there is Coolblue fatigue in the world of customer experience. And yes, I get that. Always that brand promise, that "Everything [....]
...why you are getting it all wrong when it comes to the visual revolution We are in the age of the visual revolution. I'm sorry? What? Yes, visuals are the bomb. Not just a little bit, but all over the place. Where Instagram is growing like crazy, YouTube is the second largest search engine and [...]
...or should I say, Employee Experience? Yes, I have been wondering what the title of this blog should be and I chose the one on Customer Experience. Just because I had to choose. If you think after reading this blog, it should be the other way around. Let me know! The 22ndof January 2019. […]
Disney - we all know the brand, and I have visited their theme parks several times. Both in Paris as well as in Orlando. But how do they consistently deliver their Disney Magic? This year I decided to invest in myself and learn more and follow one of Disney Insitute's courses. A separate company, dedicated [...]
"How do you stay inspired, Nienke?" "What companies do you want to visit and learn from their CX secrets?" "Where do you get new material for your speeches and masterclasses?" Three random questions I got from CX peers and personal friends. Very valid questions, because I am a teacher to others, inspire others, get them [...]
The thing I hear often is that fellow Customer Experience Professionals work hard. They are focused on realizing their customer centric transformation, improving NPS and CES (or other customer metrics, but that is another blog post ?) and engaging the organization. You might also recognize that as you are working hard, it can make you [...]
The waiter in the restaurant puts down the sushi bowl and gives me his broad smile once again. "What is your favorite George Michael song?" I ask him. He does not have to think about that for long. And he answers that secretly, he is a bigger fan of Engelbert Humperdinck. But that George Michael is his ....
When it comes to organizational transformation, this is an important and often raised question. What are the leading principles coming out of your strategy in order to transform your business model? Frank van den Brink, Chief Employee Experience Officer of ABN AMRO bank and I share our insights and opinions. We try to get our heads [...]
It's been a while since I finished HEAO (international marketing). Much of what I was taught there, I have lost. But what still sticks in my mind are Kotler's 4 Ps: Price, Place, Product and Promotion. Those are rammed into me and I know them as the marketing mix. While browsing on [...]