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Nienke Bloem
Netherlands
เข้าร่วมเมื่อ 19 ก.ค. 2015
How can you become a better Customer Experience Leader?
How to implement Customer Experience Managment?
How to be the best Leader to lead the Customer Centric Transformation?
That is what I help you with. I am the Customer Experience Guru who shares How to make Customer Experience WORK!
How to implement Customer Experience Managment?
How to be the best Leader to lead the Customer Centric Transformation?
That is what I help you with. I am the Customer Experience Guru who shares How to make Customer Experience WORK!
23 Exclusive Insights: 7 Key Learnings from CX Leaders Advance 2024 with Nienke Bloem
Welcome to an insightful episode of CX Leadership Talks! Join host Nienke Bloem as she shares 7 key learnings from the CX Leaders Advance 2024 event in Denver (April 30 - May 2). From diving deep into data to embracing AI opportunities, Nienke provides valuable insights for CX leaders looking to enhance their practice.
Her seven most important take aways:
1️⃣ Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.
2️⃣ Have your AI Strategic plan and embrace all new opportunities. For operational efficiency, revenue generation, customer engagement and/or regulatory adherence. You rocked the session Stephanie Leheta, MBA, CCXP, PMP, CCMP & Andrew Carothers, CCXP.
3️⃣ Grow into being a more strategic CX leader. Build your longer term strategy, including your CX Story, take a stand towards the future state. I loved how you broadened my scope by Jim Tincher, CCXP on different organizational structures in CX.
4️⃣ Content is just as important as the experience.
5️⃣ Make your work sessions as interactive as possible. Don't try to be complete in your slides, create audience participation and stick to one concrete outcome.
6️⃣ My last is my best. It is not customer first. It is customer, employee and shareholder (or other stakeholder when you work in government) first. That is what is important for CEO's. Loved the session by Joel Trammell, where he and Greg Melia, CAE opened my eyes.
7️⃣ Meeting people in real life is the most important. Building connections.
Tune in to discover how to become a more strategic CX leader, the importance of balancing content with experience, and the significance of building connections in the CX world. Don't miss this episode filled with practical advice and valuable takeaways for CX professionals striving for excellence.
✅ Timestamped overview
00:00 Importance of connecting CX metrics to data.
04:53 Praise for AI session with Stephanie and Andrew.
09:09 Specializing in CX strategy and future planning.
12:08 How content is just as important as experience.
14:38 Engage audience, create interactivity, focus on outcome.
17:00 Harvard Business School online: Strategy execution and priorities.
22:47 Busy international schedule, looking forward to Netherlands.
📘 Book: The Chief Executive Operating System: The Essential Playbook for Success in the CEO Role by Joel Trammell and Sherif Sakr
🌱 Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: www.nienkebloem.nl/en/cx-educatie/
Her seven most important take aways:
1️⃣ Dive deep into the world of data. Build your web of data and link your CX metrics to those metrics that are of importance to the business. Thanks for this wisdom Roxana (Roxie) Strohmenger, CCXP.
2️⃣ Have your AI Strategic plan and embrace all new opportunities. For operational efficiency, revenue generation, customer engagement and/or regulatory adherence. You rocked the session Stephanie Leheta, MBA, CCXP, PMP, CCMP & Andrew Carothers, CCXP.
3️⃣ Grow into being a more strategic CX leader. Build your longer term strategy, including your CX Story, take a stand towards the future state. I loved how you broadened my scope by Jim Tincher, CCXP on different organizational structures in CX.
4️⃣ Content is just as important as the experience.
5️⃣ Make your work sessions as interactive as possible. Don't try to be complete in your slides, create audience participation and stick to one concrete outcome.
6️⃣ My last is my best. It is not customer first. It is customer, employee and shareholder (or other stakeholder when you work in government) first. That is what is important for CEO's. Loved the session by Joel Trammell, where he and Greg Melia, CAE opened my eyes.
7️⃣ Meeting people in real life is the most important. Building connections.
Tune in to discover how to become a more strategic CX leader, the importance of balancing content with experience, and the significance of building connections in the CX world. Don't miss this episode filled with practical advice and valuable takeaways for CX professionals striving for excellence.
✅ Timestamped overview
00:00 Importance of connecting CX metrics to data.
04:53 Praise for AI session with Stephanie and Andrew.
09:09 Specializing in CX strategy and future planning.
12:08 How content is just as important as experience.
14:38 Engage audience, create interactivity, focus on outcome.
17:00 Harvard Business School online: Strategy execution and priorities.
22:47 Busy international schedule, looking forward to Netherlands.
📘 Book: The Chief Executive Operating System: The Essential Playbook for Success in the CEO Role by Joel Trammell and Sherif Sakr
🌱 Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio: www.nienkebloem.nl/en/cx-educatie/
มุมมอง: 22
วีดีโอ
The Power of The Customer Experience Game according to Ian Golding
มุมมอง 353 หลายเดือนก่อน
Ian Golding - Global Customer Experience Specialist - was our first partner of the CX Game. The minute he heard about the CX Game for the first time: he was sold. In this video he explains why he's a huge fan of the CX Game. "Sharing knowledge about CX is a skill, and we can do that, but there are times that you need to find a different way of getting people to think. You can't do CX to people,...
Impression of The CX Game® Festival
มุมมอง 414 หลายเดือนก่อน
The CX Game® Festival is a team-building event focused on working together to create the ultimate customer experience. Employees form small groups to tackle creative and inspiring challenges. They share experiences, gain inspiration, and brainstorm ideas. Participants get an initial understanding of what they, individually and collectively, can do to enhance customer experience and improve team...
Strategy 50: Let's put a dent in the universe
มุมมอง 215 หลายเดือนก่อน
One of my heroes, Steve Jobs, said, “We are here to make a dent in the universe, why are we here in the first place.” And I totally agree, that's why the last strategy (number 50!) is: let's make a dent in the universe. And enjoy the ride! The last chapter and therefore the last video about my book 'CX is a pilgrimage'. I hope that by now you have boosted your leadership (and your life) and tha...
When do you quit?
มุมมอง 3195 หลายเดือนก่อน
I wanted to share with you an honest, vulnerable and true story. As an entrepreneur, we all have big plans, me included. But there are always things or plans that are not successful. And normally we don't show them, or we don't talk about it. But I share a personal story with you and I hope you can learn from it. In this video I'll tell you why I decided to stop my CX Leadership Retreat for thi...
Strategy 49: Celebrate success
มุมมอง 195 หลายเดือนก่อน
Do you celebrate your successes? I think you should. In fact, strategy 49 is ‘Celebrate success’. Let your achievements kick in. My parents taught me to celebrate all you can celebrate. And they were right. So, this video is about celebrations and why they should be part of your business too. I read aloud a chapter per week. Enjoy listening to my book 'CX is a pilgrimage'. I do hope that I’ll i...
Strategy 48: Pass your knowledge on
มุมมอง 165 หลายเดือนก่อน
Strategy 48 is 'Pass your knowledge on'. And the reason for this is simple: your experience is valuable to others. And the more experience you have, the more knowledge, wisdom and stories you have to share. Don't think that no one is waiting for your story. Silence that saboteur in you. Straight away. Are you still in doubt? Then it's high time to watch this video! I read aloud a chapter per we...
Strategy 47: You don't know, what you don't know
มุมมอง 145 หลายเดือนก่อน
You don’t know what you don’t know. That is what Strategy 47 is all about. Even when you think you know everything about a certain topic, reality proves you wrong. And once you know, you can’t unknow… Do you think you know all there is to know about a certain topic? Think again and watch this video 😉! I read aloud a chapter per week. Enjoy listening to my book 'CX is a pilgrimage'. I do hope th...
Four major learnings from PSA Australia 2024 that are of benefit for YOU as a CX Leader
มุมมอง 395 หลายเดือนก่อน
I was in Australia for 2.5 weeks, the reason for this was The PSA Convention 2024. What became even clearer to me is that it is so important to aim high when it comes to your peers. In this video - a long one of 12 minutes! - I will tell you about my 4 most valuable lessons that I learned during this event. Please like the video if there are learnings you can use or if you have questions, share...
Strategy 46: Always mix business with pleasure
มุมมอง 195 หลายเดือนก่อน
Strategy number 46 is a strategy that I actually apply -or at least try to apply- every day: always mix business with pleasure. As an international speaker I travel a lot. And I know that many colleagues try to fit in as many assignments in their schedule as possible, to optimize their business profit. Well, I don’t. Why? In this video I’ll explain. Curious? Let’s find out! I read aloud a chapt...
Strategy 45: Be aware of boar
มุมมอง 46 หลายเดือนก่อน
Strategy 45: Be aware of boar. What do wild boar have to do with CX Management and Leadership? Honestly? If there is a connection - no guarantees - you’ll find it out in this video. And if there’s not, well, you have watched a fun story anyway, about eh… boar! I read aloud a chapter per week. Enjoy listening to my book 'CX is a pilgrimage'. I do hope that I’ll inspire you to spice up your journ...
Strategy 44: Create fun and excitement
มุมมอง 156 หลายเดือนก่อน
Most change programs are boring. Yes, let this sink in and take a moment to reflect. Strategy 44 - Create fun and excitement - is an important strategy. Cause we all want change, but do not want to be changed. We want to be invited, fired up or even better: seduced. To do so, you should change your approach of change programs. Add some soft stuff to spice up your change programs and let me guid...
Strategy 43: Making the truth versus finding the truth
มุมมอง 196 หลายเดือนก่อน
Making the truth versus Finding the truth. This Nienke Bloem philosophy is strategy 43. Two different approaches with a huge difference. Want to know which approach you should use to get started when you’re responsible for customer centric change in the domain of customer contact, and engage with the leadership team on the right strategy to follow? See if you can find the truth or if you have t...
Strategy 42: Your ‘Why’, or what are you here for?
มุมมอง 156 หลายเดือนก่อน
Strategy 42 is “Your ‘Why’, or what are you here for?” When you’re a leader, Simon Sinek’s golden circle is a great tool to define in your own words the purpose of your role within the organization. Relevant questions are ‘What is your assignment?’ and ‘When are you a success?’ Perhaps you should ask yourself a different question. Find out which question it is in this video. I read aloud a chap...
Never end your presentation with a 'Thank you' slide, do this instead!
มุมมอง 1.5K7 หลายเดือนก่อน
This is the MOST made mistake in presentations. You had a fabulous performance, you delivered your CX strategy, or engaged all in your customer centric culture plan and you end the presentation with a... Thank You Slide. Don't do it. In this video, I explain WHY and give you FIVE options what to do instead. To make an everlasting impression. Speak like a pro and more important, put yourself out...
Strategy 39: When life is full of shit
มุมมอง 387 หลายเดือนก่อน
Strategy 39: When life is full of shit
Strategy 36: Worry will make your vision blurry
มุมมอง 778 หลายเดือนก่อน
Strategy 36: Worry will make your vision blurry
Strategy 33: Your pain, is... well, your pain
มุมมอง 148 หลายเดือนก่อน
Strategy 33: Your pain, is... well, your pain
Strategy 32: Angels are out there to make you feel special
มุมมอง 139 หลายเดือนก่อน
Strategy 32: Angels are out there to make you feel special
Strategy 30: Get your hands (and feet) dirty
มุมมอง 169 หลายเดือนก่อน
Strategy 30: Get your hands (and feet) dirty
Isabella Fords
Im using this on my business presentation thank you!
Wonderful, I hope this will help you. Good luck!
Such a bold decision! Thanks for the honest and vulnerable insight, his is so true. Also one of my outtakes in our coaching sessions.
Thank you so much Sirikit. Making these decisions is a tough process, and this was mine. Thanks for inviting me on your CX Leadership Journey!
This is so good! Thank you Nienke!
Thank you! Glad you like it, and I hope you can use my tips.
Good tips thanks Nienke!
You're welcome! 😃
Thanks Nienke ... this was valuable. While we all make impactful presentations (most of the times), we tend to lose the momentum when it comes to actions and follow ups for our audience. Your 5 tips are extremely beneficial. Will surely cascade them to my team.
Thank you so much! And if there's anything I can do to help, you know where to find me!
feliz cumple
gracias
de nada
Inspirerend!
Dank je wel!
Hi Nienke do you have a link to the ccxp eligibility criteria?
Yes, of course! sorry I am a little late... but this is the link www.cxpa.org/earn-your-ccxp/about-ccxp
super,really beautiful ! :))
Waardevol!
The brand promise is the driving factor and org should be able to deliver the same. I hear you saying, top level - the brand promises and 2nd level customer promise. I am a bit confused, are they two different things? I think you would know when the brands are doing good and customers promoting your business (word-of-mouth). They need to be vigilant and conduct survey.
Thank you so much for you question! Yes, they are two different things. For me the brand promise is on the highest level. So what the organization or brand aims for. The customer promises are often as set of 3 to 7 that make it more specific. For example a bank that promises Personal, Easy and Smart. They are better translatable to behavior. Does this help you out?
I was searching for CX videos and from all videos I came across your video and luckily your videos are so much helpful to understand about CX. I would loved to be trained by you for my entrepreneurship journey. Peoples are missing gem on YT
Thank you so much Akshay!
you are doing gods work my child
I am here becouse my professor talks to much about unrelated things. One sentence become a whole essay by this man standards and usually at some point he remembers stuff from his youth so he relates that too. Thank you
That's it??? I feel cheated ;-D lol
Hi! Please share me why you feel that? Because I always say, customer experience management is simple. But NOT easy.
Quality work pal!!! This content needs Promo>SM.
I would love to do a book review on my channel.
That is fabulous! Please send me your information and I will send you a book. nienke@nienkebloem.nl
Congrats
Thanks for this tip, when a customers has provided positive feedback informally how do you get a customer to submit it as a compliment.
Good question! It is time to build that into a feedbak system. So not just complaints, but also compliments :-)
Congratulations, well done Nienke!!
I am a website developer and can make a free website for you❤
Been watching your videos for some days.. really liked your books
Thanks for sharing your thoughts on the book!
Thanks so much for the video. I work for a fintech start-up as CX head. I will follow your guidelines to frame the best of CX in the domain.
Great summary, thank you!
Bedankt voor de review Nienke! Ik ben nu nieuwsgierig naar het hele boek.
Hi Nienke, Bedankt voor deze review! Wil ik het boek nu lezen? --> Ja Heb je mij dus overtuigd? --> Ja Vind ik jouw review waardevol? --> Ja Geeft het boek ook pragmatische tips en voorbeelden? --> doet moet nog blijken:). Groetjes, Lisanne
Leuk gedaan Nienke! kijk uit naar je volgende review
Yes. Ik ben weer aan het lezen 😁
YOU are the WINNER! Gefeliciteerd Louis
Mooie boekreview Nienke! Ben helemal enthousiast. Natuurlijk zou ik het graag willen hebben;-) (Monique Brand Flu)
Leuk Monique! Ik laat eind April de winnaar weten
thank you so much for these valuable knowledge
Glad it was helpful!
how did you do it can you share with me , thank you
Thanks so much the comment, can you help me what your question is. Do you want to know how I made the video? (had a great videographer, who helped me) Do you want to know about CX? (Best to follow my CX masterclass)
how did you do it can you share with me , thank you
nice
According to Adrian Swinscoe, customer experience is a function of employees experience, plus worker experience (WX). Read more to know what this leadership coach thought while creating this powerful formula th-cam.com/video/Qw8nBHKgW7g/w-d-xo.html
amazing Info
That's some great content. Thank you for sharing it with us. I found this interview in which Lou Carbone talks about Experience Management and found it quite fascinating. Hope it adds value! th-cam.com/video/Y43L5MH-zAY/w-d-xo.html Keep up the good work though!
I really like the flow of your video. Thank you for sharing it with us! There is another video of Jim Rembach tasing about the 5 I’s of Customer Experience. I found it quite informative. Hoping it adds value. th-cam.com/video/rFbz56pDryE/w-d-xo.html
Thanks subbed! Clear and easy to understand info, look forward to see more of your vid!
Tnx so much Leung!