What if we spend too much time in CX fixing what is broken?
In this episode of CX Leadership Talks, Nienke Bloem shares three insights from Marcus Buckingham’s book Design Love In and explores what they mean for Customer Experience leaders.
This is not just a book review. It is about what the book made her rethink about positive customer moments, purpose in business and the role CX leaders can play in bringing more Love into organizations.
In this episode, you’ll learn:
Why you should study the 5s
We are trained to analyze complaints, detractors and low scores. But what can we learn from the moments customers and employees truly love? And how can we create more of them?
Why purpose and emotion belong in business strategy
Beyond targets, KPIs and ROI: what do you actually want customers and employees to experience because your organization exists?
Why love is a CX leadership topic
CX leaders can bring this conversation into the organization through stories, leadership conversations, book clubs or even a small secret movement.
Timestamped overview:
00:00 Importance of purpose in business
06:30 Focusing on positive customer moments
10:24 Adding emotion to business strategy
12:31 Personal motivations for pilgrimage
17:48 Advocating CX within organizations
19:56 Organizing a company book club
23:22 Gratitude for book recommendations
Extra information:
The book discussed in this episode is Design Love In: How to Unleash the Most Powerful Force in Business by Marcus Buckingham.
Your challenge after listening: find one 5 in your organization. A moment customers or employees genuinely love. Study why it works — and see what you can make bigger.
About Nienke:
Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She's a global CX thought leader, educator and keynote speaker who helps CX leaders strengthen their leadership, create more impact and make Customer Experience work.
With over 20 years of corporate experience, she speaks the business language. She is an author, host of CX Leadership Talks, a Recognized Training Partner of the CXPA and creator of CX leadership programs including the CX Masterclass and CX Leadership Masterminds.
For more info: go to www.nienkebloem.com or send her an email at nienke@nienkebloem.nl to spice up your CX Leadership.
