Twice recently I have been called by an unlisted number. Often these are sales calls, I know. If I check my history, it's from a newspaper or a credit card company. The phone rings again and when I see the secret number, I hesitate. Maybe something has happened to my parents [...].
"All for fun and fun for all." Does this appeal to you or would you rather go on a heavy metal cruise? Would you like to go on holidays with a cruise company who is really clear on what to expect? Let me take you on a cruise and learn about Customer Experience in the [...]
How are the good intentions coming along? Eat healthier, exercise more, drink less or - very hip - tidy up rigorously? That's what Marie Kondo is all about in her book "Tidied Up!". Major de-cluttering is what the Japanese preaches, because a tidy home is a tidy head. The most important question in tidying up and [...]
"It can't go on like this!" I bellowed, when I learned that my 19-year-old daughter was already earning less per hour than her boyhood colleagues at the French fry store where she has a side job. It's time for ACTION. That was the motivation to say YES to BNNVARA's program "What Do You Earn?" which Monday [...]
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 organisations. 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 shape your CX design: having clear repeatable processes and frameworks in place to design the customer experience you want to deliver or [...].