Do you remember in the previous blog, that only 5-10% of companies are truly good at CX, even though 85% claim it has top priority? Besides the NPS that is often unconsciously misused, there are other reasons why this percentage is more or less static. In order to successfully move to a more customer and […]
The 5 types of Experience series (1): Brand Experience is your compass Read More »
Using the compass of your brand experience from the previous blog, you can now start thinking about the experience you want to give your customers. Here, you combine what you want your brand to be, with topics that your customers themselves have identified as being key for a top experience. The crux of customer experience?
Of the 5 types, employee experience is still the most overlooked, though I’m glad to say that it’s been gaining attention recently. Before delving into the scope of employee experience, I’d like to share with you a bit more of the underlying context. And that is, that I would like to see organizations becoming more
Employee Experience is just as relevant as customer experience (5 types series – part 3) Read More »
Have the previous 3 types of experience helped you gain clarity in your organization about what’s what, and who plays what role in improving the experience? Type 4 goes one step further again in unraveling the experience spaghetti. Service experience comes into play as soon as I, as a customer or employee, contact the organization
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
