A quest to develop a diagnostic tool that helps organisations put customers and employees back in the heart of their organisation by creating great customer- and employee experiences. Why? 90% of organisations across the globe are still organized around a 100 year old organisation system (coming from scientific management). Task steering, kpi’s and siloed departments […]
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 […]
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 […]
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 […]
Successful seduction to online thanks to customer service agents
Moving more customers online. Isn’t that what all organizations want? But how do you do so successfully? There are plenty of logical first steps, such as e-mail marketing with information on online, references to online in all communication and outgoing documents, and steering towards DIY solutions on the website instead of immediately picking up the […]
Drivers of employee satisfaction
Following the munition fired at management in my previous column concerning the value-creating role of customer service, it’s now time to look at the employee results. The results of the first two participants seem to sketch a picture of a homogeneous total set of drivers which play a role (this set of drivers influences 65% […]