Top

Blog en Vlog

Alle Customer Experience blogs en vlogs van Nienke Bloem

25 ways to stay inspired as a Customer Experience professional

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...

George Michael

De ober van het restaurant zet de schaal sushi neer en schenkt me nogmaals zijn brede glimlach. “Wat is jouw favoriete nummer van George Michael?” vraag ik hem. Daar hoeft hij niet lang over na te denken. En hij antwoordt dat hij stiekem een grotere...

The experience paradigm: Customer or Employee first?

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...

De blije eikel

"Goedemorgen mevrouw, heeft u zin om met ons naar Nederland te vliegen?" Een grote glimlach op zijn gezicht verraadt dat hij er lol in heeft. Zijn vrouwelijke collega achter hem, kijkt met een strak gezicht naar een punt ergens 20 centimeter boven mijn hoofd en...

Keep awarding yourself with learning experiences

Yes, you are a CX Professional. Or you are curious to learn more about Customer Experience. You want to extend your knowledge. Learn the theory behind elements of CX, want to learn from peers, want to grow as a leader? That is where you have...

The 4 elements of a brand promise

More and more, I come to the conclusion that this is the missing link in many businesses and a must have when it comes to customer experience. The need for clear promises to customers. To see if this is an issue in your company, please...

Helaas, ik ben van verkoop

Tot twee keer toe ben ik laatst met een geheim nummer gebeld. Vaak zijn dit verkoopgesprekken, weet ik. Als ik mijn geschiedenis na ga, dan is het van een krant of van een creditcardmaatschappij. De telefoon gaat opnieuw en als ik het geheime nummer zie,...

Begin with the end in mind

“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...

Gezocht: de Marie Kondo van de klantcommunicatie

Hoe is het met de goede voornemens? Gezonder eten, meer sporten, minder drinken of – heel hip – rigoureus opruimen? Dat is waar het bij Marie Kondo over gaat in haar boek ‘Opgeruimd!’. Flink ontspullen is wat de Japanse predikt, want een opgeruimd huis is...

15-remedies-prevent-customers-feeling-blue

15 Remedies to prevent your customers feeling blue

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...

Say my name, say my name

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...

CX Framework Series #6: Customer Centric Culture

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...

CX Framework series #5: Organizational Adoption and Accountability

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...

CX Framework Series #4: Metrics, Measurement & ROI

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...

CX Framework series: #2 Customer Understanding

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...

How your CX Strategy is a fundamental when it comes to customer success

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...

How Emirates made me smile the entire Customer Journey and Beyond

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...

Podcast mania – 14 podcasts that are on my Listening-List

Last week I visited Influence17 in Orlando, the largest conference for speakers. To meet great speakers, network, learn and inspiration. Inspired by the session of Jeffrey Hayzlett about how to use podcasts for your business, I decided to ask the delegates and you on Linkedin,...

Great Customer Experiences don’t happen by accident

If I am YOUR customer tomorrow, can you guarantee me that I will be a happy customer? Let’s say you can give me a 99% guarantee? No? 90% perhaps? Or maybe you don’t know? Before I give you insights on how to go about this,...

branded experience

Learn from YogiTea in Branding and Customer Experience

In the marketplace it is all about branding. About being distinctive. Like Seth Godin says in his book Purple Cow “The key to success is to find a way to stand out--to be the purple cow in a field of monochrome Holsteins”. So how to...

best customer experiences

Top 5 best customer experiences in 2016

You might have read my Top 5 worst customer experiences. Now it is time for the Top 5 best customer experiences. The year is coming to an end, so it’s time to look back at 2016 through the CX lens. I must tell you, there...

5 worst customer experiences

My 5 worst customer experiences of 2016

As the year is coming to an end, it’s time to look back at 2016 and see in which ways organizations can learn from mistakes in Customer Experience. I’ve collected my five worst customer experiences this year so we can do better in 2017! And then...

5 steps to win the online review battle

You and I both know it. The battle for the customer has become a digital one. This week I was cleaning out my bookcase. Going through books I used in University (till 1994), some out of date, but most still valid. Flipping through a marketing...

Big magic in customer experience

The book “Eat, Pray, Love” was one of my favorites. I could see myself eating pizza in Naples, working on my Yoga flexibility in India and of course enjoying love on Bali (who can’t?!). This week I had the pleasure of reading her newest book...

women day

Women in customer experience, let’s celebrate!

Hip Hip Hooray; It is International Women’s Day. Today I want to ask attention for Women in Customer Experience. To learn who they are and acknowledge them for their leadership, knowledge and experience. Lean in the Conversation! What do we do on International Women’s Day? We...

love

Cupid in Customer Experience, how about some customer love?

The 14th of February, it’s Valentine’s Day. The international day of love. There are lovers and haters of this tradition. I can imagine. It sometimes feels like an obligation to show your love because somebody (who?) invented valentine’s day. Like mother’s day, father’s day (where...

faq jungle

Please, help me out of the FAQ jungle!

It is a trend to send me as a customer into your FAQ. The place to be for self-service. Where I can solve my problems with, or answer questions about your products or services. Cheap, quick, easy, open 24/7, accessible. Brilliant! BUT. Yes, here comes the...

knab nienke bloem

Digitaal en toch persoonlijk, dat is knapb

In de digitale wereld is de persoonlijke touch vaak ver te zoeken. Ben je als klant een nummer of ben je aan je lot overgelaten in bijvoorbeeld een FAQ of een digitale Karin. Toch zijn er bedrijven die het WEL lukt. Die digitaal én menselijk...

china

I love China, but does China love me?

This summer I traveled in China with my 16-year old daughter and 23 other great travel companions. From Beijing to PingYao, Xian, Chengdu, LiYang, Dali, Kunming, Pingan, Yangzhou and leaving the country from Hongkong. What a beautiful things we have experienced! Business is booming in...

3 manieren om KLANTEN met een klacht te laten kramperen

Er zijn van die momenten dat je niet kan geloven wat een medewerker doet en zegt. Dat je totaal verbijsterd in een winkel staat en je in je hemd gezet voelt als klant. Dat je het liefst iets heel boos wilt zeggen uit pure onmacht....

employee engagement

The Big Four in Employee Engagement

In june I visited the Gartner Customer Strategies & Technologies Summit 2015. Besides listening and engaging in sessions and workshops, I hosted a panel discussion titled “For the love of your customers, make employee engagement work!” With this blog I share the insights from this...

weg bij kpn?

Ben je weg bij KPN?

Deze vraag wordt me vaak gesteld. En het antwoord is: “Ja”. Ik had het al een keertje in een update op Linkedin gemeld, maar dat verdwijnt binnen de kortste keren achter de social-media-horizon. Hoog tijd voor deze blog. Waarom ben je weg bij KPN? Er zijn tijden...