Mark Oosterling 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

@sanarbe1 @rrhoover Care to elaborate ?

@rrhoover Transfer title to your mother / father over 62yrs, and do a reverse mortgage. Unit will be yours fooooorever

Selling my SF condo. • 2 bed, 2 bath loft • 1,600+ sq ft • Private rooftop deck • Great location (1st & Folsom) If anyone’s interested before it’s listed on the MLS, DM me. :)

@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%.

The #CXQOTD for June 7: Should we be content if 90% of our customers are satisfied? @tanujdiwan @AilsDay @stephaniethum @CxExcellence @mark_cx @bossladyCX @jennysuedempsey @NicholasZeisler @AlexHyphen @heycxguy @luismelo78 @cxcentricglobal @sudhbhat @Samf_CX_MRX #cx

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

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

The #CXQOTD for May 16: What's does it take to solve big #CX problems? @stephaniethum @mark_cx @tracardi @bossladyCX @bmc_consulting @NicholasZeisler @seatoncx @CxExcellence @heycxguy @sudhbhat @murphyjfraser @eugenecheang @jeanniecw @rnanjad @JimBassCX @cxpert

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

"You can run but you cannot hide... This is widely known" Who knows which song that lyric comes from without googling!? 🤩

@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)

@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)

The #CXQOTD for May 3: How do you say no to a customer requesting a feature? @mark_cx @robconnellyvis1 @IngridsPaixaoz @SeanMcGinn8 @kendalrodgers_ @sudhbhat @chrishannashow @CXBunited @Gunjan_Marwah @AilsDay @Danielal007 @rnanjad @adamtoporek @kkmett @scotcha1 #cx

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

The #CXQOTD for Apr 15: If you had to boil your #CX approach down to one word, what would it be? @stephaniethum @mark_cx @jeanniecw @mentalmarketer @bossladyCX @tanujdiwan @seatoncx @CustomerIsFirst @LukeCXEX @CXpert @sherikendall @globaldenton @Danielal007 @AlexAllwood

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

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

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

You can only ask one question to determine if a business is a good investment. What do you ask?

@drgurner Got it. Thanks for sharing 🙏

@mark_cx In general, I think about high impact as: Things "only you can do" that move the needle...you likely know what these are if you drill down on them.

If you want to feel more productive: - Stop measuring it by volume. - Start measuring it by impact. Pushing ahead 1 rock that moves the needle, is worth 10 smaller tasks you could likely delegate or outsource. Busy work is a killer of true productivity. Push a rock today.

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

@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

What do you think the difference between Customer Experience (CX) and Customer Service (CS) is? #customerexperience #customerservice #CX #CS

@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.. 😉

@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

The #CXQOTD for Apr 11: How do you show the ROI of #CX? @mark_cx @bossladyCX @NicholasZeisler @seatoncx @tanujdiwan @stephaniethum @CxExcellence @cxcentricglobal @sudhbhat @LukeWilliamsCX @michaeljbair @JimBassCX @AilsDay @avdingus @globaldenton @DoctorPescado