My announcement for Yellow Goldfish Book launch today was going to be slightly different then what you see in the banner collage image until this morning I sat to finalize it before sending out my newsletter. And then, just like we describe on page 242 of the book... Read More
As we drove into the main road of our village this morning, the kids immediately noticed something was different: “Mom, why are all these balloons hanging around?” My first thought was of someone celebrating their 50 years, something the Dutch like to... Read More
Measurement is a mean to an end, not a goal itself Have you ever heard the following while being asked to fill out a survey: “Please give us a 9 or 10 rating to let us know you are satisfied with us”? Or have you ever heard: “When we formulate the question... Read More
How to shape your CX design & change process Once you have determined what your Customer Experience strategy should look like and you have good Customer Understanding, you will need to shape your CX design: having clear repeatable processes and frameworks in place... Read More
Understanding your customers Rational and Emotional sides Customer understanding is essential in determining how you can design and provide products/services and experiences that fulfill customer needs, so you can deliver top-class customer service, improve loyalty... Read More
CX Day CX Day is a global celebration of the companies and professionals that create great experiences for their customers. This event was started 5 years ago by the Customer Experience Professionals Association (CXPA). In 2017 we celebrate CX Day on Tuesday, October... Read More
My mission is to bring more happiness into the world by removing frustrations and inefficiencies that happen during customer-company interactions and by creating & delivering WOW experiences instead. I believe that "happiness is when what we think, what we say, what we do, what we feel, and WHAT WE EXPERIENCE are in harmony", hence I want to make our experiences as customers and employees have the highest contribution possible to our happiness.