Mark Oosterling CX

CX professional | P1 Travel | "You need to feel it to understand it."

[Mark Oosterling CX @mark_cx]

This is my personal development account in regards to CX as my profession. Planning to share insights, learnings and inspiration here: #customerexperience #cxprofessional #ccxp #cxpa

[Mark Oosterling CX @mark_cx]

@sanarbe1 @rrhoover Care to elaborate ?

[Mark Oosterling CX @mark_cx]

@jtwatkin @tanujdiwan @AilsDay @stephaniethum @CxExcellence @bossladyCX @jennysuedempsey @NicholasZeisler @AlexHyphen @heycxguy @luismelo78 @cxcentricglobal @sudhbhat @Samf_CX_MRX Depends on context for me. Where do you come from? But also, what is it they are satisfied about? We provide global event trips. Match could be a 0-0. Total boring game, and affects guests experience. I’d be happy with 90%.

[Mark Oosterling CX @mark_cx]

Yes! On to the exam. #cx #customerexperience @CXPA_Assoc

[Mark Oosterling CX @mark_cx]

@jtwatkin @stephaniethum @tracardi @bossladyCX @bmc_consulting @NicholasZeisler @seatoncx @CxExcellence @heycxguy @sudhbhat @murphyjfraser @eugenecheang @jeanniecw @rnanjad @JimBassCX @CXpert Credibility, shared wins and relationships.

[Mark Oosterling CX @mark_cx]

@CustomerIsFirst Phil Collins - something happened on the way to heaven

[Mark Oosterling CX @mark_cx]

@jtwatkin @robconnellyvis1 @IngridsPaixaoz @SeanMcGinn8 @kendalrodgers_ @sudhbhat @chrishannashow @CXBunited @Gunjan_Marwah @AilsDay @Danielal007 @rnanjad @adamtoporek @kkmett @scotcha1 Gift to our client for taking time to give us his/her input. (2/2)

[Mark Oosterling CX @mark_cx]

@jtwatkin @robconnellyvis1 @IngridsPaixaoz @SeanMcGinn8 @kendalrodgers_ @sudhbhat @chrishannashow @CXBunited @Gunjan_Marwah @AilsDay @Danielal007 @rnanjad @adamtoporek @kkmett @scotcha1 I’d start with a thank you for giving us constructive feedback - that is what we love to hear. Then I would say that we will keep it in mind but that - based on aggregated customer feedback - we will not directly continue with this request. If available, I’d send a small (1/2)

[Mark Oosterling CX @mark_cx]

@Yannick_Veys @hypefury Grow

[Mark Oosterling CX @mark_cx]

@jtwatkin @stephaniethum @jeanniecw @mentalmarketer @bossladyCX @tanujdiwan @seatoncx @CustomerIsFirst @LukeCXEX @CXpert @sherikendall @globaldenton @Danielal007 @AlexAllwood Understanding

[Mark Oosterling CX @mark_cx]

Improving yourself starts with breaking bad habits and building healthy routiness. Consistency adds up. #Kaizen #consistency #improving

[Mark Oosterling CX @mark_cx]

Goal driven people play tennis with a field, lines and a net. People without goals just mess around. Set goals. Set lines. Improve.

[Mark Oosterling CX @mark_cx]

@girdley What is the most often heard complaint about your product/service from your clients?

[Mark Oosterling CX @mark_cx]

@drgurner Got it. Thanks for sharing 🙏

[Mark Oosterling CX @mark_cx]

Finished my presentation with CX goals and planning for management today. Went pretty well and their enthusiasm drives me to continue this path. #cx #customerexperience #strategy

[Mark Oosterling CX @mark_cx]

@theneoswave Customer Experience is the framework, the vision that guides. Customer Service is the product of that vision and is (should be) appreciated by clients because it (should) align(s) with the brand identity

[Mark Oosterling CX @mark_cx]

@jtwatkin @bossladyCX @NicholasZeisler @seatoncx @tanujdiwan @stephaniethum @CxExcellence @cxcentricglobal @sudhbhat @LukeWilliamsCX @michaeljbair @JimBassCX @AilsDay @avdingus @globaldenton @DoctorPescado Not to say that all of organic/direct conversions can be attributed to CX. But you got to start measuring somewhere and see it in context. If the website performs better and there is a correlation with CX metrics.. 😉

[Mark Oosterling CX @mark_cx]

@jtwatkin @bossladyCX @NicholasZeisler @seatoncx @tanujdiwan @stephaniethum @CxExcellence @cxcentricglobal @sudhbhat @LukeWilliamsCX @michaeljbair @JimBassCX @AilsDay @avdingus @globaldenton @DoctorPescado Next step is getting more in numbers. Our company relies quite a chunk on paid campaigns. CX is all about retention (eventually) and that makes that my ROI will be (in a later stage) will depend or be partially built of Organic/Direct conversions div by CX budget