Nienke Bloem, Keynote speaker on Customer Experience; CX Educator
- Nienke is a keynote speaker on Customer Experience.
- She’s a Customer Experience educator with the most sold solution, 2 day Customer Experience Masterclass.
Podcast
Overview
In this episode of The Brand Called You, Nienke Bloem, an expert in Customer Experience, shares her expertise and insights on customer experience management gained through her career journey working with major corporations. She discusses the key components of an effective customer experience strategy, common mistakes companies make, the growing role of technologies like AI, leveraging social media across the customer journey, how small businesses can compete through specialization and authentic branding, and her innovative approach to instilling a customer focus through the Customer Experience Game.
00:32- About Nienke Bloem
- Nienke is a keynote speaker on Customer Experience.
- She’s a Customer Experience educator with the most sold solution, 2 day Customer Experience Masterclass.
- She is also the co-founder and facilitator of The Customer Experience Game.
09:50- What role does employee engagement play in delivering a great Customer Experience?
- There are two strategies to change – the Steve Jobs strategy where you start with the customer experience and work backwards to technology, and the Richard Branson strategy where you start with the employees and enable them to deliver the customer experience.
- If you choose the employee-centric route, you have to work closely with HR on recruitment, onboarding, and training programs.
- Companies often overlook rituals and symbols that reinforce customer-centricity, like.
20:28- How can small businesses compete with larger businesses in terms of Customer Experience?
- Small businesses know their customers often much better, being specialized in a niche, and they can really bring something extra to the table.
- Small businesses should implement the ACE strategy: A – authenticity in branding and defining their brand promise, C – consistency in the customer journey, and E – ensuring employees know and can translate the brand promises to customers.
- The advantage larger businesses have is more funds, higher social media spending, and a wider range of products.
RESOURCES:
Learn more about Nienke Bloem: LinkedIn
Enjoyed this podcast?
If you learned new insights about Customer Experience, Strategy and Culture in the workplace, subscribe and share it with friends!
Love to give us 5 stars? ⭐⭐⭐⭐⭐ If you do, we’d love a review from you. Help us reach more people to keep them in the know as we talk to leaders, high achievers, and thought leaders from diverse backgrounds and nationalities. Excellence can come from anywhere; stay in the know, and hear from emergent high achievers and gurus.
Stay updated with what’s shaping the world today through the latest The Brand Called You Podcast episode. Follow us on iTunes, Spotify, and Anchor.fm.
You can find us at:
Website: www.tbcy.in
Instagram: http://bit.ly/3HO7N06
Facebook:http://bit.ly/3YzJOaD
Twitter: http://bit.ly/3wMBOXK
LinkedIn: https://www.linkedin.com/company/tbcy/
YouTube: http://bit.ly/3jmBqfq
Chingari: https://chingari.io/tbcypodcast
Josh: http://bit.ly/3WWP0nB
Thanks for listening!
Profile
- Nienke is a keynote speaker on Customer Experience.
- She’s a Customer Experience educator with the most sold solution, 2 day Customer Experience Masterclass.
- She is also the co-founder and facilitator of The Customer Experience Game.
