Coolblue-weary
"Nienke, shall we just not talk about Coolblue for once? Aren't there other cool examples when it comes to customer experience?" A note 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 'Anything for a smile'. Always that Pieter Zwart, boss to the max. Almost irritating. But I have to be honest: they're good too. Not a little, but in the 'Good, Better' category they are the very Best.
A real-life example and there are probably many like that. My laptop crashed. Well worthless, because gone lifeline with the world. So a replacement had to be found right away. But which one? For some, picking out a new one is a joy. But I'm more of the category of 'hard swear, shit, reinstall everything later' and 'oh oh I'm so glad I have everything in the cloud'. Because that's how smart I am.
So who do you call? That's right, Coolblue. I had a quick look at the website, but still needed a helpline. In no time the phone was answered by Aron. In just a few questions, he led me to the right selection. An HDMI connection (really, they still make laptops without it, how is it possible?!), at least two USB ports, a graphics card and a 13-inch screen. That was it and I wanted the device fast. "How fast?" asked Aron. He asked his question at 6:45 p.m. I was able to pick up my laptop the next morning at 8:30 am at the post office on the corner. And so it happened: I'm typing this column on my laptop, which I picked up this morning, which I picked up this morning, and which is still shiny.
I'm far from tired of Coolblue. I'm a fan for five reasons. First of all, they excel in Kindness; The tone of voice is like having a good friend on the phone. Number two is Trustworthiness – I know that if I ask them anything, they will be there for me. The third reason is Cleverness. Aron knew exactly the right questions to ask. Then comes Speed; How well do you have your process in order, so that you have the laptop on site within 14 hours? Heroes. And last but not least, number five: the Fun. Coolblue is a great company with great people. They always have that smile with me.
So yes, maybe the example has been chewed out. It's time for a new CX star in the firmament. That's why I challenge you all to make me as a customer just as happy as Coolblue does every time. Piece of cake, right?
This blog was written for CustomerFirst and published on May 8, 2019
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Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results.
