Brazen Leaders - The Human Edge

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 marketing based on culture, curiosity and responsibility.

We spoke about why the customer should always be the centre of your universe, how companies can avoid being the ‘Trumps’ of the business world, and why acting like a surfer is a shortcut to success.

Here are some of Rik’s thoughts on bringing his strategy of ‘extreme customer centricity’ into your working life. 

1. Pay attention to your language
Rik points out that so many companies depersonalise the human being through their language, which makes it harder for them to actually engage with their customers.

2. Assess whether you’re really, truly putting the customer first
Try to gauge whether you’re actually making the customer the centre of your universe or whether you’ve reduced everything to KPIs, Rik says. 

3. Curiosity is the key to bringing value in the Covid-19 landscape
Rik discusses how his idea of a ‘net curiosity score’ could be a way for companies to navigate the ‘new normal’ after the Covid-19 pandemic. 

4. Use new technology to your advantage
You need to make sure your communication tools are working for you, Rik explains. 

5. Embrace the chaos
Chaos isn’t always a bad thing, says Rik. Companies that are open to disruption are often the most successful. 

6. Conquer your overwhelm
There’s no need to be overwhelmed in the fast-paced world of business, according to Rik. Try to see change as exciting rather than stressful.

7. Don’t stick to what you know
Rik explains that the companies that entrench themselves in their older ways of working will fail, while those that “Uberize” their business will succeed.

8. Dive into the surfer mindset
You can only learn to surf by surfing, says Rik. You get better wave by wave by wave – and that’s exactly what you need to do to run a business.

9. Become more agile by practising agility
You don’t need to put into place a plan to become more agile as a company – you just need to start to solve customer frustrations, Rik explains. 

Rik had so much more to tell me in the podcast. Make sure to listen if you’d like some extra advice on embracing extreme customer centricity and boosting your business! 

Useful links:

• a summarized, quick-read version right here
• Take the quiz! Which book do you need to boost your digital transformation in times of crisis?
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting

This week, discover 6 ways to improve your CX without a budget so you don't have any excuse to take action!

You can create a positive impact on your product, your service, or your brand right now. 
Discover how in this new podcast!

Useful links:

• The full article with references & recap
• Sign up for the Digital Letters
• Download now the FREE GUIDE & TEMPLATE to learn & Implement a simple CX method to solve problems. I also dedicated an episode to this guide, you can listen to it right here.

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting

Customer experience can be a complicated subject, so Jonathan Daniels, author of the Customer Experience Playbook, and I tackled some of the myths surrounding it on my latest episode of People&Digital, the podcast. 

Jonathan is also the organiser of CX Brussels, a Belgium-based networking platform that supports customer experience professionals, not to mention a consultant and trainer, so he’s pretty much an industry guru! 

You can now listen to the  whole discussion or scroll down to read the eight things he told me about customer experience that you might not know…
You can also find a summarized, quick-read version right here

• CX has never been more important
• Small businesses are often doing CX better than bigger ones
• Customer experience and customer service aren't the same thing
• Having a CX-centric framework is absolutely vital 
• CX will get customers to stick with you – and to buy more
• You can go a step further with the Net Promoter Score 
• You need to personally experience your company's CX journey 
• CX success still comes down to the solid data and figures

Useful links:

• Take the quiz! Which book do you need to boost your digital transformation in times of crisis?
• a summarized, quick-read version right here
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting

This week I would like to introduce Katharina Müllen.
She's a Vitality Coach and she works with leaders and their teams, enabling people to boost their vitality.

“I'm very interested in helping people to stay playful and connect with other people, because those are the prerequisites for having a life that is of high quality; a life where you contribute to something that’s worthy”

I’m really happy to share this podcast with you as I believe her tips will definitely help you to face uncertainty, stress, and find a sort of balance. 

• How to sit and be with your thoughts
• How to use mindfulness to make a change
• How to stay actively calm and calmly active
• How to use mindfulness to boost concentration 
• How to make mindfulness a habit
• How to improve work performance

And she shares exercises you can try right away!
I let you now listen to our discussion

Useful links:

• Take the quiz! Which book do you need to boost your digital transformation in times of crisis?
• a summarized, quick-read version right here
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting

This week I would like to introduce Mike Wittenstein.
CEO Storyminers. They help leaders win adoption for their boldest ideas and strategies 🔸 They know why people fight change, and how to engage and inspire them.

He’s got great experience in Customer Experience Design and it has been a real pleasure to discuss as he’s a real storyteller. In this podcast we cover the next topic:

• Why CX design shouldn’t be about ROI 

Find out why Mike believes companies should prioritise customer experience design before return on investment.

• How to Think from the outside in 

Good customer service all starts from inside the company, Mike explains.

• How to Be a catalyst for change

Get people on board through always talking about customer service. Don’t be afraid to tell stories to really pique their interest!

• How to Push for a design approach 

Before you start a project, convince your boss to look at it from a whole CX design business strategy. The fact this will cost less, get you to market faster and is more inclusive should sway them.

• How to Practise for perfection

Start small. You can use a practise project to introduce your team to CX design before tackling the real thing. 

I let you now listen to our discussion

Useful links:

• Take the quiz! Which book do you need to boost your digital transformation in times of crisis?
• a summarized, quick-read version right here
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting

This week I would like to introduce Muriel Michiels.
She used to be the CEO of a media company that she transformed with success by leading with her heart  & her head. She now teaches leaders, consultants, and entrepreneurs the leadership habits and business techniques for achieving success and peace of mind in digital times. I had the chance to discuss with her about CX, mindset, methods, change & leadership. I really enjoyed that conversation. 

That’s actually a CEO & an operational manager discussing their challenges in digital transformation.

I let you now listen to our discussion

Useful links:

• a summarized, quick-read version right here
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting

This week, I share with you my techniques, tips&tricks to say no. in a constructive way. 
Consider it as a guide for your integrity at work!
It's packed with various insights and examples.

Useful links:

• a summarized, quick-read version right here
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting

This week, we explore the so galvanized concept of Digital strategy with Michel Demoor. A very insightful conversation where we discuss Strategy prototyping, positive&constructive collaboration on digital projects and of course... what's CX strategy!
It's packed with various additional insights and examples.

Useful links:

• a summarized, quick-read version of Michel’s interview
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting

This week, discover the CX Butterfly Effect!
When we talk about the Butterfly Effect, you're talking about long-term effects. That's not something very trendy in companies nowadays, but your daily actions' ripple effects are real.

It's your responsibility to decide what kind of impact you want to create.
Positive or Negative.

You can create a positive impact on your product, your service, or your brand right now. 
Discover how in this new podcast!

Useful links:

• The full article with references & recap
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting

This week I have the chance to discuss with Frédéric Wauters, 
Copywriter, Storyteller & Content Guru

He shared his answers to some of the questions that preoccupy companies lately:

- What is good content and why is it so important today?
- Are storytelling skills the new competitive advantage in business? 
- Where should managers start with content in their projects? 

and of course... he told me some interesting stories and practical cases.

Useful links:

• The full article with references & recap
• Sign up for the Digital Letters

Every week,  you’ll find a new episode in your favorite podcast player to feed your thoughts.

In the meantime, if you want to discuss, ask me a question or react to a topic, I’m easy to find on ... Linkedin , Instagram, Facebook , Twitter

Don't hesitate to reach out!

Talk to you soon!

The Nerve, my weekly newsletter on transformation under real conditions: https://ameliebeerens.com/the-nerve
Work with me: https://ameliebeerens.com/consulting