CX Lessons from Bali: People, place, and profit
As customer experience professionals, we know that delivering exceptional service is a continuous journey - one that involves constant learning, adapting and evolving. This month, I've been lucky enough to take that journey to a whole new destination: the beautiful island of Bali. What I've experienced here has sparked new ideas for CX leadership that I'm excited to share with you.
Originally, I came to Bali for a Leadership Retreat, but as plans shifted, I found myself with time to reflect, create new content and prepare for the upcoming Global Speaker Summit. And while soaking in the Balinese culture, I couldn't help but notice a few things that perfectly align with the principles of great customer experience. As I explored, I started thinking about three essential elements: People, Place, and Profit.
Here's how these insights can help us all elevate the CX in our organizations:
- People: The power of warm, genuine service
One of the most striking things about Bali is the hospitality. From the moment you arrive, you're greeted with smiles, direct eye contact and a genuine willingness to serve. There's a warmth here that can be felt everywhere - from the hotels to the markets - and it's incredibly infectious.
As CX leaders in large corporations, we often talk about creating a customer-first culture, but Bali reminds us that it's not just about processes or systems - it's about the people. So here's a question: Are we empowering our teams to deliver this kind of warmth and connection? Are we ensuring that every touchpoint with our customers is driven by genuine care? Whether it's your frontline employees, sales teams, or even leadership, think about how you can inspire more of this customer-centric spirit in your organization.
- Place: Environment speaks louder than words
I'm currently staying at the Hilton in Nusa Dua, and what strikes me is the meticulous attention to detail. From the beautifully curated decor to the constant care that goes into maintaining the space, everything is designed to make you feel welcome and at peace. Each morning, I see staff sweeping the paths, and ensuring that every detail is just right. It's not just a hotel - it's an experience.
This got me thinking: How do our physical or digital environments reflect our organization's values and the experience we want to create for our customers? Whether it's the layout of your retail spaces, the design of your website, or even the aesthetics of your office - are we paying attention to the details that matter? As leaders, we need to ensure that every aspect of the "place" reinforces the experience we're promising. As soon as I am back home from Bali, I am redoing my office because it needs a purge AND it can breathe even more the Nienke Bloem brand.
- Profit: Creating value through connection
Here's where Bali really surprised me. From the moment you hop into a cab at the airport, the driver is not just taking you to your destination - they're engaging with you. "Where are you from? How long are you staying? Can I offer you a tour?" At first, it might seem like casual conversation, but there's a deeper purpose here. The Balinese are skilled at creating value through connection. They're not just providing a service - they're building a relationship and looking for opportunities to add value.
In corporate environments, we can sometimes get caught up in the numbers, but let's not forget that profit and customer connection go hand in hand. Every interaction is an opportunity - not just to close a sale, but to build a relationship that benefits both the customer and the business. Are we for example training our teams to recognize and act on these opportunities? How can we create more win-win situations where customers feel valued and we create long-term business growth?
The balancing act of processes and flexibility
Now, it's not all perfect. Like many places, Bali has its share of rigid processes. Sometimes, people here are so focused on following procedures that they lose sight of the customer's immediate needs. As I tried to book a pilates class, the only way it could be booked was through Whatsapp and I am not showing you the thread of the conversation, but let's say that I know they could have made it effortless for me by for example working together with an app called Classpass.
It's a valuable reminder for us as CX leaders: Processes are essential, but they should never overshadow the human element of service. We need to ensure that our teams have the flexibility to adjust and adapt when needed, always keeping the customer's experience at the forefront.
Bringing it all together
So, what can we take from Bali back to our corporate CX strategy? It's simple: People, Place, and Profit. Focus on empowering your teams to deliver warm, genuine service. Ensure that your physical or digital environments are inviting and aligned with your organization's values. And always look for opportunities to connect with your colleagues, customers and create value - for all and for your organization.
As always, I'm excited to continue exploring new ways to elevate the customer experience and sharing these insights with you. I'd love to hear your thoughts - how are you applying these principles in your organization?
Until next time, keep spicing up your Customer Experience leadership.
*****
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. Subscribe to her weekly CX Greetz to stay tuned.
