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#54 The CX Boomerang: How to make customers come back for more
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Welcome to a fresh episode of CX Leadership Talks, hosted by Nienke Bloem - the international customer experience expert known for her practical wisdom and signature blue dress! In this special “back to basics” episode, Nienke dives deep into the essentials of making your customers come back for more. You’ll get an insider’s look at her new CX Boomerang model - a simple yet powerful framework designed to help you create experiences that are effective, easy, enjoyable, and truly memorable.
Blending
- the famous CX model by Forester
- timeless research from Daniel Kahneman and
- the EPIC moments framework of Chip and Dan Heath,
Nienke shares actionable insights and memorable stories from business and everyday life alike. Whether you’re a seasoned CX leader or just starting your journey, you’ll discover practical strategies to build long-lasting loyalty and real business value by delivering unforgettable moments throughout your customer journey.
Tune in for inspiration, practical ideas you can use today, and a reminder that even the smallest memorable touch can boomerang back as loyalty, advocacy, and growth for your business. Get ready to be inspired to make CX work - for you, your team, and your customers!
Timestamped overview:
00:00 Creating memorable CX
04:28 Enhancing customer journeys moments
08:47 Refocusing on CX fundamentals
11:11 Creating effortless, enjoyable, memorable experiences
17:02 Memorable CX moments
18:47 IKEA's simple checkout experience
23:57 Applying the Boomerang model to journeys
26:19 Client loyalty in veterinary services
30:16 Dutch approach to customer loyalty
31:08 Enhancing client experience
36:08 Creating memorable business moments
39:38 Thoughtful gestures and kindness practices
44:32 Enhancing customer experience reflection
46:50 Creating memorable customer experiences
Extra information:
Video Daniel Kahneman – Experience vs Memory of Experience: https://www.youtube.com/watch?v=XgRlrBl-7Yg
One page summary of The Power of Moments EPIC model: https://www.scribd.com/document/472290032/heathbrothers-power-moments-1-page-summary-epic
About Nienke:
Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She's a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person for CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years of corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.
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