CX Book Gems #8: "CX is a Pilgrimage" by Nienke Bloem
Book summary of "CX is a Pilgrimage: 50 Strategies to Spice Up Your Leadership" by Nienke Bloem.
This week’s book is CX is a Pilgrimage: 50 Strategies to Spice Up Your Leadership by Nienke Bloem.
📘 Book Summary
CX is a Pilgrimage is a heartfelt journey into the realm of customer experience (CX), paralleling the author's own physical pilgrimage to leadership transformation. Drawing from her personal challenge of walking the Via Francigena to Rome, Bloem parallels the physical and mental challenges faced on her pilgrimage with those encountered in CX leadership. The book offers 50 snackable yet profound strategies that can be integrated into leadership practices. Her pilgrimage, a response to a period of feeling lost and numb, becomes a metaphor for the journey towards excellence in CX—a path punctuated by continuous learning, self-discovery, and an adventurous spirit. Bloem encourages leaders to adopt a BHAG (Big Hairy Audacious Goal) and to engage in a transformational journey that not only meets but also shapes customer expectations.
If you see your CX journey as an adventure, it changes everything.
50 strategies to spice up your CX leadership
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💎 3 CX Gems
Adopt a pilgrim mindset: Like setting out on a pilgrimage, CX leadership requires setting a BHAG, taking bold steps without always knowing the answers, and committing to a journey of both self-improvement and customer-centric transformation.
Secure buy-in through storytelling: Share your vision and journey authentically to secure stakeholder buy-in. Just as a pilgrim would recount their journey to inspire others, leaders should use their narrative to foster alignment and enthusiasm for CX initiatives.
Treat CX as a continuous pilgrimage: Embrace the ongoing nature of CX leadership, recognizing that it's about the sustained application of strategies, learning from experiences, and leading with a sense of adventure and purpose.
CX is a Pilgrimage resonates beyond the traditional business book, offering a deeply personal yet universally applicable guide to CX leadership. Nienke’s pilgrimage not only led to self-reinvention but also epitomizes the journey of CX leadership—continuous, challenging, and transformative. Bloem's insights encourage leaders to embark on their own CX pilgrimage, armed with strategies to drive meaningful change and create resonating customer experiences.