This is SustainableX

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Sustainable customer experiences are those experiences that result in lasting engagement and higher loyalty. This requires more than a good product or service portfolio alone. It just as well takes a combination of continuous improvement, sincerity, empowerment, and respect for all that lives. If you deliver on all these aspects, it is a triple win for your business, your customers, and the planet.

The BICEPS framework ©

SustainableX BICEPS framework

STRATEGIC
A strategic framework for proposition and performance management. Determine goals and track collaborative performance.

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A winning mindset

SustainableX facilitator detective plumber

TACTICAL
The three most essential ingredients of a world class customer service. A simple way of working that any organization can adopt.

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ABC of Service Experience

SustainableX service experience alphabet

OPERATIONAL
Soft skills will be the new USP in service. The 26 human characteristics that service bots don’t have, and how to apply these.

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People, Planet, Prosperity

About Me

SustainableX Jochem van Drimmelen

I build bridges between customers and organizations.

95% of human behavior is irrational, so sustaining customer relations are much about emotions. While the majority of companies believe they are customer focused, the perception of consumers is often the opposite. As a result, brand loyalty is scarce, and companies are missing out on opportunities. I can help to bridge this gap, and establish sincere and authentic connections between customers and organizations.

It is my personal mission to have a positive impact on people, planet and prosperity. With a strong drive to create and see things come to life, I deliver solutions that result in sustainable experiences.

Customer experience has been the thread through my career. I’ve been a pioneer, enabler, trainer and manager in memorable engagement, who collaborates with a mindset focused on results, continuous improvement, and quality in the broadest sense.

SustainableX is the platform where I share my thoughts and ideas.

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Topics

Expertise

Customer Service

Meaningful and memorable encounters in customer service require more than a friendly smile. How can you apply new technologies, while maintaining sincere human authenticity?

Customer Journey

Data analyses and client feedback provide invaluable insights and inspiration. How to translate these into feasible and desirable improvements of products, services, and policies?

Value Proposition

Customers have ever higher expectations on service, convenience, personalization, and sustainability. How do you create loyalty and a distinctive brand value in a competitive playing field?

Brand Reputation

A strong reputation is hard to achieve, and easily lost. (Bad) news spreads fast, especially on social media. How can you anticipate and act on this, and prevent reputation damage?

Notes on Sustainable Experience

Latest Articles

SustainableX corona covid-19
Value Proposition management

Will Corona encourage sustainable business?

Last week, the WHO formally declared the Corona (Covid-19) outbreak a pandemic. The economic impact of the virus is unprecedented and dramatic. Ironically, the environmental impact of its resulting lockdowns is quite positive: lower carbon emissions, less smog, and more time for your kids and nature walks. In the longer run, however, the impact is likely to be the far opposite. With so many companies struggling to survive, all resources will be needed to repair or rebuild the business. No surplus left to spend on charity or sustainability. Still, there is reason to be hopeful as well.

Brand Reputation management

In the Age of Trust, ‘trust score’ is the KPI you need

We seem to be in the Age of Everything: the Age of the Customer, the Age of Artificial Intelligence, the Age of Data, the Age of Digital Transformation, the Age of Disruption, and so on. If there is one thing these ages have in common, it is their focus on delivering memorable customer experiences. But with a lack of integrity, experiences are destined to vaporize. Welcome in the Age of Trust.

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