274: Nienke Bloem, Gamifying Customer Experience

Crack the Customer Code

Jeannie and Adam interview Nienka Bloem, Certified Customer Experience Professional and creator of the Customer Experience Game.

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Are you learning the customer experience game?

Learning about customer experience is becoming a must for business leaders worldwide, but many still don’t really know what that means. For instance, what if you live in a place where customer experience is just taking off? What are your options? It turns out, in some cases, there aren’t many!

“The momentum is here in Europe, where everybody’s talking about customer experience…” -Nienke Bloem

So today’s guest, Certified Customer Experience Professional Nienka Bloem, created the Customer Experience Game to help bring this wisdom to continental Europe and beyond. In a time when those who wanted to learn about CX had to attend boring conference sessions in hopes of taking away some CX wisdom, Nienka changed the game- both literally and figuratively!

“Listen, analyze, report, and act!” -Nienke Bloem

A pioneer in customer-centric practices in Europe, Nienka shares her amazing story of implementing CX strategies to quickly transform an organization with a poor NPS.

More importantly, we learn the inspiration behind the Customer Experience Game, how it works, and how it has helped leaders worldwide develop their own CX aptitude.

Don’t miss this fun and inspiring interview, which happens to be our first officially international episode!

Interview Highlights

• How did Nienka fall into customer experience in the early days in Europe, and what was it like? [2:30]
• What is Nienka’s Customer Experience Game, and how does she use it? [8:20]
• Nienka outlines her 3 pillars of CX strategy, and how they relate to certain topics leaders need to learn more about. [10:15]
• Who are Nienka’s heroes symbolizing 2 ways of looking at customer experience, and the change process? (And which way should you choose?) [12:40]

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About our guest

Nienke Bloem MBA CCXP is often called the Customer Experience Guru. She is a keynote speaker and inspires audiences with best practices and proven methodologies. Besides a public speaker, she is a trusted advisor for boards and guides organizations in their leadership journey. With her 20 years’ experience in strategic change management positions within telecom, Customer Experience, financial and IT businesses, she knows how large corporate organizations work.

She is a Certified Customer Experience Professional (CCXP) and an Authorized Resource and Training Provider of the CXPA. She also founded the Customer Experience Game which is an engaging and fun way to experience CX.

Connect with Nienka

• LinkedIn
• Twitter
• TheCustomerExperienceGame.com

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Related Content

• 360Connext® post, How to Start Improving CX in the Real World
• Customers That Stick® post, Turn Your Customer Experience Inside Out
• Episode 075: Can You Gamify Customer Experience?
• Episode 094: Joseph Michelli, Becoming Customer-Obsessed
• We’re on C-Suite Radio! Check it out for more great podcasts

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