Customer experience is becoming increasingly important from a strategic point of view. When it comes to customer experience, this often concerns the service provided to the customer and how to gear it as effectively as possible to the needs of the customer and the organization. But customer experience goes further than that. In my view, […]
In the final part of the series ‘the Customer Experience breakdown’, I’d like to focus on customer inspiration. Many people begin enthusiastically with new initiatives, but a relatively large percentage of them give up because they waste too much energy running up against brick walls. People give up and sometimes even burn up, whereas embedding […]
Earlier this year, I extended my idealism to the healthcare sector, and I’d be delighted to make a useful contribution there. Being my usual willful self, I assumed that the customer experience approach would translate well into health care. I’ve spent the last months talking to a number of healthcare parties and my conclusion is: […]
Matthew Dixon’s book, The Effortless Experience is all about Experience engineering. How can you ensure you positively influence customers’ emotions in your personal contact – store, chat, call, without manipulating them or telling untruths. You simply use Experience engineering. Being my usual down-to-earth Dutch self I thought: oh yeah, just another typical American giving everything […]
While I was designing the post-bachelor Customer Experience Management course recently, I received feedback from one of the market reviewers: make sure your students clearly understand the difference between CRM (customer relationship management), CEM (customer experience management) and CCM (contact center management). That sounded like a nice challenge to me, and a relevant comment, so […]
