In this episode of the CX Goalkeeper Podcast, host Gregorio Uglioni has an insightful fireside chat with customer experience expert Steven Van Belleghem. They delve into the concepts from Steven's latest book, "A Diamond in the Rough," exploring practical strategies for transforming potential into excellence in customer experience. FROM THE CX SUMMIT - JANUARY 2024 - THANK YOU BOUSSIAS! About the Guest Steven Van Belleghem is a renowned speaker, author, and thought leader in the field of customer experience. With over 20 years of expertise, Steven has helped numerous organizations become more customer-centric. His latest book, "A Diamond in the Rough," provides actionable insights for businesses aiming to polish their customer experience strategies. Relevant Links https://www.linkedin.com/in/stevenvanbelleghem/ https://www.stevenvanbelleghem.com/ https://www.youtube.com/@StevenVanBelleghem https://www.instagram.com/stevenvanbelleghem/ https://www.tiktok.com/@stevenvanbelleghe The Top 3 Key Learnings 1. Transformative Potential: Understand the concept of "diamond in the rough" to recognize and nurture the inherent potential within your organization to achieve customer-centric excellence. 2. Proactive Loyalty: Shift from reactive, transactional loyalty programs to proactive approaches that show genuine appreciation and build emotional bonds with customers. 3. Effective Empathy: Implement rapid feedback loops and quick actions to address customer needs, ensuring that empathy is translated into tangible improvements in the customer experience. Chapters 00:00 - Game Start 00:45 - Introduction to Steven Van Belleghem 01:57 - The Concept of "Diamond in the Rough" 03:34 - Proactive vs. Reactive Loyalty 05:53 - Example of Neuhaus Chocolates 09:30 - Empathy in Action 11:43 - Example of Atlantis The Palm 14:32 - The Role of Communities in Customer Experience 17:43 - The 95/5 Rule 20:05 - Steven's Golden Nugget 20:49 - Closing Remarks We would love to hear your thoughts and feedback on this episode! Don't forget to follow and subscribe to the CX Goalkeeper Podcast on your preferred platform: Podcast Page https://www.cxgoalkeeper.com/Podcast Apple Podcast https://apple.co/3qYr4nh Spotify https://bit.ly/3GhCGXeCXGK YouTube https://www.youtube.com/@cxgoalkeeper