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 […]
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
Employee Engagement and Leadership: 5 Interventions that Enhance Engagement Read More »
Zou het niet geweldig zijn als je wat praktische tips kon krijgen hoe je de betrokkenheid van je medewerkers kunt vergroten? Dat is precies het doel van deze blog, gebaseerd op het boek van Dan Cable ‘Alive at Work’ aangevuld met mijn eigen tips en ervaringen met zijn gedachtegoed. Als professor verbonden aan London Business
Employee engagement en leiderschap: zo krijg je je medewerkers weer in de energie Read More »
Alle eerdere blogs die ik heb geschreven kun je terugvinden op het centrale platform van Marketingfacts. Daar post ik al mijn Nederlandstalige blogs. Mocht je een voorkeur hebben voor de Engelstalige versie van mijn blogs, dan kun je bij mijn eigen blog terecht. Als je geen NL versie op mijn eigen site vindt, dan bestaat
Marketingfacts als centrale plek voor al mijn NL blogs Read More »
De NPS was bedoeld als indicator voor loyaliteit en winstgevendheid, niet voor het vinden van de drivers van een betere experience. Voordat je verder leest, moet me van het hart dat Reichheld’s boek ‘Het geheim van loyaliteit‘ uit 1996 mijn eerste bijbel was. Dus deze blog is zeker niet bedoeld om het goede werk van Reichheld,
Hoe de Net Promotor Score de weg kwijtraakte Read More »
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
How the Net Promotor Score (NPS) lost its way, despite Reichheld’s good intentions… Read More »
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
The Risk of AI in Customer Experience Research (The Sense and Non Sense Series) Read More »
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
NPS v. CES v. C-SAT: When to Use What (The Sense and Non Sense Series) Read More »
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
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
Chief Customer Officer : Pros and Cons of the CCO (The Sense and Non sense series) Read More »
