In this captivating episode of CX Leadership Talks, your host Nienke Bloem explores the art of storytelling as a powerful tool for enhancing customer experience (CX) and leadership. Drawing on her extensive experience and insights, Nienke emphasizes the importance of viewing customer experience as a marathon rather than a sprint. She guides listeners through the process of crafting impactful change narratives, highlighting the indispensable role of personal stories in making presentations memorable and effective.

Listeners will learn about four types of personal stories - ranging from personal customer experiences to personal interests - that can elevate a leader's likability, authority, and relatability. Nienke shares her own compelling experience with Emirates Airlines to illustrate the LARA principle (Listen, Analyze, React, and Act) and the value of personal attention in customer service.

Tune in to discover how personal anecdotes can transform dry facts into engaging stories that resonate with audiences.

Discover the secret to making your CX stories impactful and engaging, and don't miss Nienke's valuable tips on integrating personal elements into your storytelling for more effective leadership and communication. Join Nienke Bloem as she sends greetings from the Netherlands and empowers CX leaders to create stories that inspire change.

Timestamped overview

00:00 – Engaging and likable presentations are more memorable. 04:48 – Mapping CX stories and transformations from personal experience. 08:51 – Crafting relatable, authoritative, and likable stories using personal experiences. 11:36 – Adding a personal touch to corporate leadership programs. 14:33 – Focusing on positive customer experiences, such as those with Emirates. 18:58 – Reacting, improving processes, inspiring curiosity, and enhancing customer experiences. 22:23 – How listening and understanding improve customer experience leadership. 25:22 – Being relational: understanding customer needs and reframing problems. 27:18 – Using storytelling to enhance likability and explain the importance of data. 30:21 – Hosting webinars and introducing an online CX program.

Want to grow as a CX Leader? Contact Nienke Bloem via her website or LinkedIn. She is a CX expert, global speaker and educator and can provide you with the guidance and support you need to succeed in CX leadership. More on Nienke’s education portfolio.