In this episode of CX Leadership Talks, we delve into the world of customer experience and leadership with a seasoned expert. Steven Van Belleghem.
Steven, author of the brilliant CX Culture book 'A Diamond in the Rough', a global keynote speaker, entrepreneur, and passionate advocate for customer experience, joins us to explore the transformative power of networking, impactful storytelling, and creating emotionally engaging customer experiences.
In this episode we discuss:
Takeaways:
- Strategies for leveraging networking to enhance leadership in the CX domain.
- Understanding the art of crafting compelling narratives that resonate with audiences.
- Implementing simplicity and emotional engagement as cornerstones for exceptional customer experiences.
About Steven Van Belleghem (Click here for his Linkedin profile)
Steven is a respected authority in the world of customer experience, recognized for his pioneering insights and thought leadership. With a wealth of experience as an author, speaker, and entrepreneur, he continues to inspire change and innovation in the CX landscape.
Join us in this insightful conversation with Steven Van Belleghem, as we uncover actionable strategies and perspectives to elevate your approach to CX and leadership at a corporate level.
Want to buy Steven's book, click HERE! As Steven suggested, take a look at Shep Hyken's Instagram
Want to grow as a CX Leader? Contact Nienke Bloem via her website www.nienkebloem.com. She is a CX expert and can provide you with the guidance and support you need to succeed in CX leadership. In September 2024 she is hosting her amazing CX Leadership Retreat in Bali, so book your intake
Timestamps of the Podcast:
00:00 Praise for book on customer centric culture.
05:55 Urging persistence in building social media audience.
09:40 Describing encounter with KLM employee over book.
12:13 Challenges in customer-centric transformation and culture change.
13:15 Leadership determines success in customer centricity.
18:53 Importance of budget in corporate customer experience.
20:33 Improving customer satisfaction doesn't require more money.
24:35 Practical management book empowers instant organizational impact.
26:27 Get employees closer to customers in fun, visible ways.
31:52 Question impact, focus on customer, friction Fridays.
35:58 People need to focus on risk and decision-making.
38:06 Start with NPS data, transform company insights.
40:30 Audit all company communication for better appeal.
44:56 Shep Hyken: Customer service guru with practical tips
#22 Game On! Spice up your CX Workshops with gamification – and everything you want to know about the Customer Experience Game with Babs Asselbergs
#21 Everything you always wanted to know about the International Customer Experience Awards, with Vuk Vukanovic
#20 Three ways to put System 2 Thinking into practical use for CX Leadership
#19 Nine tips for driving impact through Closing the Loop
#18 Pioneering CX in pensions: Martijn van den Berg's blueprint for success
#17 Crafting CX careers: Trends, traits, and triumphs with Jo van Riemsdijk, CX Recruitment Specialist
#16 Navigating the CX landscape: Strategies for successful leaders with CXPA’s CEO Greg Melia, CAE
#15 Powering CX with AI: Robbert Dijkstra's insights on leading the change
#14 Entrepreneurial CX Leadership: A Conversation with Jeannie Walters
#13 Avoid these 5 mistakes in your CX Storytelling journey
#12 The CX Visionary: Bill Staikos on Redefining Experience Management
#11 The Data-Driven CX Revolution: all Insights for you as a CX leader from Barry Wildhagen
#10 Navigating the Year of the Wood Dragon: Education, Growth, and CX Leadership Choices
#8 Elevating Business Impact: The Magic of CX Leadership and Design-Centric Approaches
#7 The huge opportunities of Leadership Events for you as a CX professional
#6 Ian Golding: The Role of CX Leadership in Today’s World
#5 How to make moments EPIC in CX: the best insights from the book ”The Power of Moments”
#4 Edwin Koot, Allianz Benelux : Leadership Lessons: Stepping out of Your Comfort Zone for CX Success
#3 Seven strategies to boost your CX Leadership Authority and lead with success
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