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Content provided by Gregorio Uglioni. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gregorio Uglioni or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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TRANSFORMING THE DIAMOND IN THE ROUGH
Manage episode 423991957 series 3333377
Content provided by Gregorio Uglioni. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gregorio Uglioni or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni has an insightful fireside chat with customer experience expert Steven Van Belleghem. They delve into the concepts from Steven's latest book, "A Diamond in the Rough," exploring practical strategies for transforming potential into excellence in customer experience.
FROM THE CX SUMMIT - JANUARY 2024 - THANK YOU BOUSSIAS!
About the Guest
Steven Van Belleghem is a renowned speaker, author, and thought leader in the field of customer experience. With over 20 years of expertise, Steven has helped numerous organizations become more customer-centric. His latest book, "A Diamond in the Rough," provides actionable insights for businesses aiming to polish their customer experience strategies.
Relevant Links
https://www.linkedin.com/in/stevenvanbelleghem/
https://www.stevenvanbelleghem.com/
https://www.youtube.com/@StevenVanBelleghem
https://www.instagram.com/stevenvanbelleghem/
https://www.tiktok.com/@stevenvanbelleghe
The Top 3 Key Learnings
1. Transformative Potential: Understand the concept of "diamond in the rough" to recognize and nurture the inherent potential within your organization to achieve customer-centric excellence.
2. Proactive Loyalty: Shift from reactive, transactional loyalty programs to proactive approaches that show genuine appreciation and build emotional bonds with customers.
3. Effective Empathy: Implement rapid feedback loops and quick actions to address customer needs, ensuring that empathy is translated into tangible improvements in the customer experience.
Chapters
00:00 - Game Start
00:45 - Introduction to Steven Van Belleghem
01:57 - The Concept of "Diamond in the Rough"
03:34 - Proactive vs. Reactive Loyalty
05:53 - Example of Neuhaus Chocolates
09:30 - Empathy in Action
11:43 - Example of Atlantis The Palm
14:32 - The Role of Communities in Customer Experience
17:43 - The 95/5 Rule
20:05 - Steven's Golden Nugget
20:49 - Closing Remarks
We would love to hear your thoughts and feedback on this episode! Don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:
Podcast Page https://www.cxgoalkeeper.com/Podcast
Apple Podcast https://apple.co/3qYr4nh
Spotify https://bit.ly/3GhCGXeCXGK
187 episodes
TRANSFORMING THE DIAMOND IN THE ROUGH
THE CX GOALKEEPER - Transformation, Customer Experience, and Leadership Goals
Share
Manage episode 423991957 series 3333377
Content provided by Gregorio Uglioni. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gregorio Uglioni or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni has an insightful fireside chat with customer experience expert Steven Van Belleghem. They delve into the concepts from Steven's latest book, "A Diamond in the Rough," exploring practical strategies for transforming potential into excellence in customer experience.
FROM THE CX SUMMIT - JANUARY 2024 - THANK YOU BOUSSIAS!
About the Guest
Steven Van Belleghem is a renowned speaker, author, and thought leader in the field of customer experience. With over 20 years of expertise, Steven has helped numerous organizations become more customer-centric. His latest book, "A Diamond in the Rough," provides actionable insights for businesses aiming to polish their customer experience strategies.
Relevant Links
https://www.linkedin.com/in/stevenvanbelleghem/
https://www.stevenvanbelleghem.com/
https://www.youtube.com/@StevenVanBelleghem
https://www.instagram.com/stevenvanbelleghem/
https://www.tiktok.com/@stevenvanbelleghe
The Top 3 Key Learnings
1. Transformative Potential: Understand the concept of "diamond in the rough" to recognize and nurture the inherent potential within your organization to achieve customer-centric excellence.
2. Proactive Loyalty: Shift from reactive, transactional loyalty programs to proactive approaches that show genuine appreciation and build emotional bonds with customers.
3. Effective Empathy: Implement rapid feedback loops and quick actions to address customer needs, ensuring that empathy is translated into tangible improvements in the customer experience.
Chapters
00:00 - Game Start
00:45 - Introduction to Steven Van Belleghem
01:57 - The Concept of "Diamond in the Rough"
03:34 - Proactive vs. Reactive Loyalty
05:53 - Example of Neuhaus Chocolates
09:30 - Empathy in Action
11:43 - Example of Atlantis The Palm
14:32 - The Role of Communities in Customer Experience
17:43 - The 95/5 Rule
20:05 - Steven's Golden Nugget
20:49 - Closing Remarks
We would love to hear your thoughts and feedback on this episode! Don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform:
Podcast Page https://www.cxgoalkeeper.com/Podcast
Apple Podcast https://apple.co/3qYr4nh
Spotify https://bit.ly/3GhCGXeCXGK
187 episodes
All episodes
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Similar to THE CX GOALKEEPER - Transformation, Customer Experience, and Leadership Goals
Outsource Acelerator Podcast, hosted by Derek Gallimore, explores business and outsourcing mastery. Inside-knowledge from the outsourcing capital of the world - Manila, Philippines.
…
continue reading
The Village Global podcast takes you inside the world of venture capital and technology, featuring enlightening interviews with entrepreneurs, investors and tech industry leaders. Learn more at www.villageglobal.vc.
…
continue reading
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Rachel Cooke is your guide to leadership and communication, helping you craft a workplace environment you can feel good about. She’ll share tips to help you balance your work and personal life, effectively invest your time, and be mindful about where you’re devoting your energy. Let Rachel help you navigate your path to success—however you define it.
…
continue reading
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
…
continue reading
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continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
…
continue reading
Entrepreneurship and business techniques and tips you won't learn in business school.
…
continue reading
Kipp Bodnar (HubSpot’s CMO) and Kieran Flanagan (Zapier’s CMO), lead you down the rabbit hole of marketing trends, growth tactics and innovation. On the way you’ll pick up undiscovered strategies to give you that slight edge for success. These are not your typical twitter thread regurgitated marketing tactics that everyone is doing. These are new methods, with unfiltered examination of successful fresh ideas.
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