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 […]
Customer and Employee Experience : Top 10 Most Popular Blogs of All Time
Are you lost in the huge amount of customer and employee experience blogs? Searching for ways to quickly sort through them, to find those blogs that add value to your expertise? I will help you in your search. Based on the insights from Ahrefs.com, I have analyzed the most popular customer experience (CX) and employee […]
Customer Experience Management : The Accelerate In Experience Framework Explained
Customer Experience Management is at the top of the agenda of practically all organizations. At the same time, one of the biggest challenges is to do it right. In this blog, I offer a comprehensive framework (pdf) on how to accelerate customer experience in your organization and focus on what really matters. I will be blogging […]
Employee Engagement: How to Measure Emotional Engagement (The Sense and Non Sense Series)
Without Employee Experience there is no Customer Experience. Happy employees are at the baseline of each successful organisation that wants to grow toward more customer- and even human centricity. Schlessinger and his colleagues already proved this in 1997 with their Service Profit Chain. So that there is a hype and interest on how to improve […]
Customer Experience Management: The 5 Success Factors of Your Customer Experience program in 2019
On November 14th 2018, I had the honor of presenting my methodology on Forrester’s CX Europe forum. I shared my story along the line of the 5 pitfalls in most customer and employee experience programs. Below you find a short explanation of the 5 pitfalls. And how you can turn them into success factors for your […]
Chief Customer Officer : Pros and Cons of the CCO (The Sense and Non sense series)
When you look at studies about the customer experience (CX) maturity levels in organisations, an often used plus is the presence of a Chief Customer Officer in the board of the organisation. I would like to challenge this maturity assumption or at least put the assumption in perspective. Easy year one An organisation that starts […]
Success in Customer Experience? Don’t Ask Your Customers What’s Important.
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Latent needs make or break customer perception While studies concerning the role of our subconscious do not entirely concur, they all quote an influencing factor between 75 percent and 95 percent. Given the magnitude of that role, why do the vast majority […]
Service design for social services
The idea began as… “Wouldn’t it be fantastic if, by really looking at people and their specific context, by truly understanding them, we can offer them better services and help get them off social benefits?” A number of years ago, I was confronted with service design and was immediately convinced of the amazing value which […]
Improve My Satisfaction Where It Matters: The 10 questions for Email and Call
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. One of the benefits of my job is that I get to formulate driver analyses for all kinds of organizations. In turn, this provides me with wonderful, useful insights which many people find interesting. Today, I’d like to share the insights from […]
Emotional v. Functional Customer Experience: Know What Your Customers Want
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Many a document has been written in recent years on how customers can be made so happy that they will sing your praises. Virtually all these visions are based on the emotional experience which makes the difference. Matthew Dixon and others have […]