Disentangling the world of extreme customer centricity with Rik Vera

Listen to the podcast I was very happy to have a conversation with Rik Vera for my latest episode of People&Digital, the podcast, as he’s such a highly respected customer experience thought leader – in Belgium and beyond. An influential business philosopher, coach and advisor, he inspires people with an approach to CX, disruption, sales and […]

6 ways to improve your CX without budget

Listen to the podcast: Budgets are in meltdown right now. A lot of companies are in survival mode, leading to severe cuts in departments like marketing – which is often where customer experience nests. The pressure to perform hasn’t changed, yet it’s likely you’ll have less budget to get the results you need.  Customer experience […]

When is your Customer Journey ready for a Mobile App? – Tapptic Interview

Mobile app - Mobile app development

Listen to the podcast   ADS: “Hello, I am Alexandre, I am 32 years old. I am now currently the Managing Director of Tapptic, the first mobile agency in Belgium and one of the top agencies in Europe for mobile app projects. Before that I was a professional field hockey player for the Belgian national […]

Don’t waste your Buyer Persona anymore: 5 secret CX ingredients

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Listen to the podcast: Just so we start on the same page, let’s first identify… What is a Buyer Persona? A Buyer Persona is a semi-fictional representation of your ideal customer based on market research and real data about your existing customers. The more detailed you are, the better. There are hundreds of free methods […]

What are the 4 main Customer Experience focuses in B2B? Interview with Aaron Pollet.

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Listen to the podcast This week on my People&Digital podcast I welcomed my guest Aaron Pollet. Aaron specializes in CX and has been turning prospects to customers and customers into advocates since 2008.  In our conversation, we focused on retention in B2B, why retention is crucial and Aaron explained the four main CX best practices […]

3 Toxic Myths You Believe About Customer Experience

Pokémon Sword and Shield - Pokémon

Today, we’ll cover the 3 toxic myths about Customer Experience that all beginners MUST break away from in order to achieve their digital transition as a Customer-Centric manager. Getting your mindset right is the #1 thing you have to conquer if you want to succeed in the digital transformation of your company. As the popular […]

How to Create a Customer Journey Map

Customer Experience - Digital marketing

Listen to the podcast:   >> Download your free guide (+ a slide-deck template) to help you start building your Customer Journey for any product or service you want to create or improve. As a manager, you are an expert in your sector. This expertise is precious but it can also be your weakness and […]

Build 5 Powerful Habits to Become Customer-Centric Minded

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Listen to the podcast To explore the customer-centric mindset we first need to understand three key points: mindset, habit and customer-centricity.  Mindset is “the established set of attitudes held by someone”. Whilst a habit is “a settled or regular tendency or practice, especially one that is hard to give up”. Customer centricity is where the […]

Buyer Persona Research: 10 Essentials Questions to Ask

Business Meeting - Coffee

Listen to the podcast What is a Buyer Persona? A buyer persona is a semi-fictional representation of your ideal customer based on market research and real data about your existing customers. When creating your buyer persona(s), consider including customer demographics, behavior patterns, motivations, and goals. The more detailed you are, the better. It’s been a […]