The Big Impact Of Little Actions On Your Customer Experience

When does the customer experience start? Many people still relate CX to customer service. They think the customer experience begins when customers buy your product or service, but that’s totally wrong. As I described in “What Every Company Should Be Measuring About Customer Experience And No One Does“, customer service is just one of the … More The Big Impact Of Little Actions On Your Customer Experience

14 Management Skills I Learned From Bad, Good And Great Managers

“5 Things You Need to Know About Being a Good Leader”, “What Bad Managers, Good Managers and Great Managers Do”, “Five Things Great Managers Do Every Day” … How many articles about management have you seen and maybe even read in the last couple of weeks? If you are on Facebook, check LinkedIn, read Business Insider … More 14 Management Skills I Learned From Bad, Good And Great Managers

The One Thing You Should Always Ask For In Customer Experience

No matter whether you run your own business or a large enterprise, there is one thing you should pursue after every transaction you make with a customer: getting a referral. 84% of consumers say they either completely or somewhat trust recommendations from family, colleagues, and friends about products and services – making these recommendations the … More The One Thing You Should Always Ask For In Customer Experience

Reviewed Their Service. The Founder Called Me. He Took The Wrong Way.

Online reviews are trusted by 79% of consumers.  Every year, the number of companies using a review system gets bigger. Today, you can see this measurement of the customer experience being used by airlines, restaurants, hotels or online shops. That’s not a surprise by now, but the other day I received a customer review email … More Reviewed Their Service. The Founder Called Me. He Took The Wrong Way.

6 Lessons I Learned From Getting Customer Feedback In The Wrong Way

16:00 on a Tuesday, travelling from Antwerp back to The Hague by train. That’s called the international train between Amsterdam and Brussels. I am working on my laptop when a friendly girl comes by and asks me if I would like to complete a survey. Of course! Always glad to give my feedback to help … More 6 Lessons I Learned From Getting Customer Feedback In The Wrong Way

10 Things You Need To Manage A Remote Team

According to a Global Workplace Analytics study, 50% of the US workforce holds a job that is compatible with at least partial telework and approximately 20-25% of the workforce teleworks frequently. Source: http://futurereadyworkforce.dell.com/the-new-workforce-9am-to/ Remember those times where everyone was working at the office, every day? If you would say that to millennials right now they may think … More 10 Things You Need To Manage A Remote Team

Meet Jordy. His Secret? Unlimited Power To Deliver Excellent Customer Experiences

Jordy is a 24 year old guy who now lives in the historic city of Arnhem in The Netherlands, place that became well known because of the battle of Arnhem, major fight between British and Germans that happened around that place during the World War II. Born and raised in The Netherlands, Jordy’s first ambition … More Meet Jordy. His Secret? Unlimited Power To Deliver Excellent Customer Experiences

How Healthy Your Sales Behavior Is For Your Customer Experience

“You don’t look like the normal sales type of guy. You don’t look that aggressive.” That was her comment. I was having a coffee with a colleague the other day and we were talking about the different sales strategies and processes I am implementing at our organisation. As I joined the company recently, we don’t … More How Healthy Your Sales Behavior Is For Your Customer Experience

How The Wrong Sales Approach Can Kill Your Customer Experience (And Your Business)

Recently, I saw a post from the CEO of a company on LinkedIn that got my attention. It contained a picture showing some numbers about cold call performance of his sales reps. Reading the text, he was very proud of those “great” statistics, basically stating how everyone was wrong about saying that cold calls are … More How The Wrong Sales Approach Can Kill Your Customer Experience (And Your Business)