Consultancy

QUESTIONSTO ASK


“How to turn the Net Promoter Score© into something adopted in the organisation?”

“How do you get people to want to see your scores and start CX initiatives?”

“How to get energy and interest back into the organisation when it’s used to NPS for years and years now?”

“How are you going to do that? For your colleagues, you’re the expert. But how?

The benefit and pitfall of CX is that it is a lot about… scores. No wonder it is hard to get people excited about it.


CX and NPS have changed considerably last decade. Originally a to be defined field of expertise and a functional metric it is now a full business methodology and an opportunity to create a strategic programme, redesign the organisation and realise an innovative, buzzing, entrepreneurial employee experience.

Your programme can and should be just that. Successful programmes ensure they link all the way from corporate strategy to a compelling vision, embedding a measurement framework that enables a customer dialogue and uncovers tangible insights, vigorously pursues improvements for growth and embeds CX in the company’s business rhythm.

Sounds hard? Yes. And you are the one the organisation looks to. To be the expert. To realise it. From kickstarting and embedding, the strategic vision, aligning stakeholders and engaging the organisation. So yes, that is a lot. A lot.

Get someone on your side with the expertise, and who’s been in your role. Supporting, helping and challenging you. So you can shine and be a CX leader.

MY CONSULTANCY IS ALL ABOUT

Support & Coaching

Because hearing and seeing it is one thing, but actually doing it is something else. Get yourself a sparring partner with a track record and who’s actually been in your role. Not to replace someone temporarily, but to support you. In designing your approach, exploring possibilities, creating that brilliant presentation everyone talks about. To challenge you so you get more out of your role. To coach you to tackle new difficulties, discover opportunities, and to carve out a new path.

GET JAAP FOR
  • SUBJECT MATTER EXPERT in CX, VOC, NPS, Strategic CX Innovation and Surveys
  • PROGRAMME SUPPORT: Overall or on a specific CX topic
  • CHALLENGER SESSIONS: You’re grilled monthly to explore, enrich and realise next steps
  • BLUEPRINT SESSIONS: Create your strategy, programme roadmap,  revitalisation plan or communications approach
  • SURVEY DESIGN: creating modern customer dialogues
  • INHOUSE MASTERCLASSES, PRESENTATIONS AND WORKSHOPS

HERE'S WHAT OTHERS SAY ON MY CONSULTANCY.


A TIDAL WAVE OF CX ENGAGEMENT


How do you get CX adopted by the organisation? To have your CX, VOC or NPS programme sparking a movement, drawing in more and more parts of the organisation? Till that tipping point, where there are more people engaged and invested in what you do than there aren’t.

There is so much to do, it’s hard to realise and covering so much ground. It is overwhelming to take on. So I brought together all my personal findings, experiences, the CX Framework and my real-life practioner’s (hard) lessons learned in one easy model as a helpful guideline.

The model covers what you need, incorporating all the essential CX basics. And then it adds how to effectively bring it to life.

The base consists of three main building blocks Strategy & System, Organisation & Change and Culture & Leadership to make sure you cover all the essential elements you need. These range from all the CX Framework pillars, to real-life experiences in corporate life. Like the choice for a software vendor, technical platforms and dashboard. Or stakeholder management and drawing in your peer departments.

The top however is all about how to make it happen in real life. It offers guidelines, tips, tricks and shows how you can create that energy, awareness and movement in your organisation? How to raise your initiative from a number-crunching, feedback-collecting mudbank to an engaging and vibrant programme in your organisation that is about CX, and not about collecting scores.

The model comes with tons of illustrations, real-life examples and anecdotes. In a presentation, Blueprint Session, a Challenger Session, workshop or just over coffee you’ll hear and see how elements worked out perfectly, failed or just happened with sheer luck. Best cases, in-depth knowledge, new developments and novel insights will help you to cover what is needed, avoid pitfalls and create your own renewed approach for your CX initiative.

Is it easy ?

No. It’s hard to get people, teams, business lines to sway. Quite simply, you have to get it right. Even more so as CX, VOC and NPS so easy become touchy-feely-customer-emotionally (a.k.a. “Unicorn Candyland”). So you have to make sure all the solid basics and methodology is undisputable. And then build on to that.

The key to success is to get people to rally behind the story. So it becomes their story. So you need to create a buzzing and entrepreneurial atmosphere in which everyone understands, uses and loves CX, VOC and NPS to realise the best customer experience possible. This model helps you achieve this.

Oh, and this is not pixie dust. It works. Over and over again, creating brilliant programmes with fantastic clients.

So smile, you’re in for a fantastic ride.

By the way… using this approach makes your own role a whole lot better. Imagine you get to spend all day working on a CX Programme that is set up to spark enthusiasm, trigger, nudge, confuse, provoke and make impact. One in which you nurture more and more employees to have fun, feel pride, take up their responsibility and initiate more customer centric activities then you could ever have dreamt of.

Wouldn’t you want that to be your daily routine?