Due to the current Corona challenges, it was time to get creative. Normally we run the journey workshops live with a group of 10-15 participants from each department of the organisation. But this of course was not an option. So we ran an experiment and our conclusion: it worked very well! Even with 14 participants […]
Employee Engagement and Leadership: 5 Interventions that Enhance Engagement
Wouldn’t it be great to get some hands-on ideas on how to improve the engagement of your employees? That’s exactly the goal of this blog, based on the book Alive at Work by Dan Cable. It’s a must read (as far as I’m concerned), even if you only 1% interested in moving toward engaged employees […]
Brand Experience is the compass for the 4 other types of experience (5 types series – part 1)
Do you remember in the previous blog, that only 5-10% of companies are truly good at CX, even though 85% claim it has top priority? Besides the NPS that is often unconsciously misused, there are other reasons why this percentage is more or less static. In order to successfully move to a more customer and […]
Customer Experience needs journeys and drivers to make a difference (5 types series – part 2)
Using the compass of your brand experience from the previous blog, you can now start thinking about the experience you want to give your customers. Here, you combine what you want your brand to be, with topics that your customers themselves have identified as being key for a top experience. The crux of customer experience? […]
Employee Experience is just as relevant as customer experience (5 types series – part 3)
Of the 5 types, employee experience is still the most overlooked, though I’m glad to say that it’s been gaining attention recently. Before delving into the scope of employee experience, I’d like to share with you a bit more of the underlying context. And that is, that I would like to see organizations becoming more […]
Service Experience holds the key to make an easy business case for experience (5 types series – part 4)
Have the previous 3 types of experience helped you gain clarity in your organization about what’s what, and who plays what role in improving the experience? Type 4 goes one step further again in unraveling the experience spaghetti. Service experience comes into play as soon as I, as a customer or employee, contact the organization […]
User Experience needs to be connected to the 4 other types of experience (5 types series – part 5)
This fifth and final blog in the series dealing with the 5 types of experience, is all about user experience. Let me start once again with a modest disclaimer: simply reading this blog will certainly not make you a UX expert. And I will be focusing on the development of completely new services, innovation and […]
How the Net Promotor Score (NPS) lost its way, despite Reichheld’s good intentions…
Let me start by saying that Reichheld to me is the author of my first bible, so this article has no intention to “bash” his work. The goal is to help organisations understand why their CX is not delivering the results they expected and how the unintentional misuse of NPS might play a role in […]
The Risk of AI in Customer Experience Research (The Sense and Non Sense Series)
You cannot read any trends in customer experience, without reading about the huge potential of artificial intelligence (AI). And there is not a CX tooling company that is not promoting its AI capabilities. But is AI the way to go in CX research? In this blog, I share my views on why most current AI […]
NPS v. CES v. C-SAT: When to Use What (The Sense and Non Sense Series)
Update dec 2019: also check out this new blog about NPS. Wondering what is the best metric to use in what situation? In this blog, I will share the pros and cons of the three most commonly used metrics in customer experience: Net Promotor Score (NPS), Customer Effort Score (CES) and Customer Satisfaction (C-SAT). So […]