One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? 3 Ways to Avoid Professional Complacency in 2021.

Innovation 121

Innovation Leadership Consulting Tips 121

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. Brands that master the art of personalization significantly enhance loyalty and a competitive edge.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. Doing so can lead to transcendental customer-company relationships, which are essential to building customer loyalty and improving customer satisfaction. “If

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. So you could say innovation is in our blood. Or in the thin-crust, square-cut pizza that’s one of our yummier local innovations. Innovation is intentional. If you’re not innovating, you’re standing still…and falling behind! Trust – Innovation – Loyalty.

Innovation 52

Innovation NPS Leadership Loyalty 52

Support EXP

OCTOBER 13, 2022

Dayton’s legacy – and its future – are based on innovation. So you could say innovation is in our blood. Or in the thin-crust, square-cut pizza that’s one of our yummier local innovations. Innovation is intentional. If you’re not innovating, you’re standing still…and falling behind! Trust – Innovation – Loyalty.

Innovation 52

Innovation NPS Leadership Loyalty 52

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions. Five questions for moving one millimeter forward towards an innovative client retention strategy. Contact me here.

Customer Retention 126

Customer Retention Innovation Strategy Leadership 126

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. This requires a culture of innovation, and customer experience innovation is a known differentiator in the market.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

MARCH 7, 2023

Dr. Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Leadership Meeting 91

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Horizon CX

FEBRUARY 29, 2024

In the realm of customer experience (CX), contact centers, and customer service, the way businesses interact with their customers can make all the difference in building long-lasting relationships and fostering loyalty. Reduced Customer Loyalty: Customers are more likely to remain loyal to businesses that make them feel valued and respected.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. What would life be like if operations were around customer experience and innovation ? Chief Customer Officer 2.0

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Our own imagination can sometimes be the biggest blocker for customer experience innovation. Did CSAT get better ?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? How will your own HR leadership conversations qualify and quantify the value of change? And continue building a culture of HR leadership conversations. Why remain an order-taker when you can develop into an innovator and revenue-generator?

Leadership 86

Leadership Innovation Resources Culture 86

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. This is a transcript of an episode from Fortune’s Leadership Next podcast. There are some great nuggets of CX leadership wisdom here.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

Experience Investigators by 360Connext

JANUARY 5, 2015

The others were his senior staff , his trusted leadership team members. This led to stagnant thinking instead of innovation. Innovation only comes with risk. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. And here’s why.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

TechSee

FEBRUARY 6, 2024

AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale. This creates a more engaging and personalized experience, increasing customer satisfaction and loyalty. However, advanced AI automation can be a daunting undertaking.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

TechSee

FEBRUARY 6, 2024

AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale. This creates a more engaging and personalized experience, increasing customer satisfaction and loyalty. However, advanced AI automation can be a daunting undertaking.

Customer Satisfaction 109

Customer Satisfaction Tips Leadership Wait Times 109

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers. We all see the […].

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. About Catherine. Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience Report Innovation 0

NobelBiz

NOVEMBER 16, 2021

To optimize innovation and creativity, you must be available to your team and provide the essential support for the emergence of new ideas, new ways of doing things, and new partnerships. How to develop Conscious Leadership? The development of emotional intelligence leads to conscious leadership. But make no mistake.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

Micah Solomon

OCTOBER 10, 2018

To use your service level as a competitive weapon, as something that can get on the fast track to customer loyalty, your company needs something better: what I call anticipatory customer service. The maintenance engineer—inspired by your leadership—has now provided genuine service that anticipates the customer’s needs.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. So… are you ready?!!!

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. What you find in environments where there’s a lot of innovation and ingenuity is an element of–absolutely–a truthful environment. My friend Chip R.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

Customer Bliss

SEPTEMBER 12, 2019

Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” Unite leadership in customer-asset growth definition and communication. Be Proactive About Experience Reliability and Innovation.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

ECXO

MAY 29, 2024

Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences. This close alignment helps in not only meeting but exceeding customer expectations, fostering loyalty and driving long-term success.

Innovation 52

Innovation Culture e-support Feedback 52

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. As degradation of services became more frequent, I exercised leadership communication. Or it showcases collaboration gaps. And here’s the thing.

Leadership 61

Leadership Communication Customer Retention Sales 61

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. Andrew Quake, CEO APAC John Paul.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

Michelli Experience

MARCH 9, 2016

Only macro-businesses like Google could even think of offering perks like: Free breakfast, lunch, and dinner across the more than 12 restaurants on their complex; Generous materinity and paternity leave policies; Innovation budgets; Rich knowledge sharing; Dog friendly policies in office; and yes, even. Death benefits.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership Communication Industry Knowledge Base 71

Experience Investigators by 360Connext

AUGUST 22, 2023

Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. An executive invested in the customer experience will inspire innovation and motivate their team. It sounds like a lot of work, because it is. But it’s worth the effort! That’s not true. Even so, we need to change their perception.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Michelli Experience

MAY 9, 2017

If the brand tries the faster delivery option for example, but it doesn’t have the desired sales or loyalty impact, those leaders reverse course to explore other trial possibilities before they make an enterprise-wide modification.

Innovation 113

Innovation Customer Experience Social Media Loyalty 113