One Millimeter Mindset

DECEMBER 28, 2022

I commenced blogging in 2009. Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Mentor |. What is our next one millimeter forward together as we traverse towards 2023? How have your focus and perspective evolved? Yet, during the last two years, my personal and professional perspective was profoundly impacted.

Travel 87

Travel Consulting Innovation Leadership 87

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Hall was extremely passionate about customer experience. The bottom line : Customer-centric organizations need leaders like Derrick Hall.

Culture 313

Culture Sports Employee Engagement Leadership 313

ShepHyken

JUNE 13, 2022

Each week I read many customer service and customer experience articles from various resources. In 2009 only 18% of the value of the top 100 brands was in subscriptions. Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Why would you want to put more friction into a customer journey?

Customer Service 67

Customer Service Sports Customer Journeys Government 67

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and.

Leadership 200

Leadership Innovation Loyalty Feedback 200

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and.

Leadership 200

Leadership Innovation Loyalty Feedback 200

InMoment XI

JULY 15, 2009

On Tuesday, July 14, 2009, Allegiance, Inc. This acquisition accelerates Allegiance’s leadership position in the Enterprise Feedback Management (EFM) space, and its focus on building next generation voice-of-the-customer (VOC) and voice-of-the-employee (VOE) feedback systems to increase loyalty and.

Leadership 200

Leadership Innovation Loyalty Feedback 200

ijgolding

MAY 21, 2018

Without needing to ‘break sweat’, customers would keep coming back for more. If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’ ; and ‘how are we going to continue to make our purpose a reality?’; Is it poor leadership? Do we know what our customers need and want from us?

Retail 186

Retail Leadership Case Study Financial 186

Beyond Philosophy

NOVEMBER 29, 0002

This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009. In a press conference this week, the leadership team admitted they intentionally faked the tire pressure readings to get better mileage performance numbers. Find a remedy.”.

Consulting 112

Consulting Conference Consumers Leadership 112

ijgolding

AUGUST 3, 2018

If the leadership of Toys R Us had asked themselves five years ago, ‘what is our purpose?’; In the UK, retailers have been struggling with this concept since the demise of 100-year-old Woolworths in 2009. Is it poor leadership? I and my family have been ‘customers’ of FatFace for several years.

Case Study 191

Case Study Retail Study Policies 191

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. How can customer experience management achieve this?

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Michelli Experience

APRIL 24, 2018

As you’ll recall from my last post (based on the limited information available at the time), I offered an opinion concerning the importance of customer service skill development (e.g., In fact, back in 2009, I wrote the following as an excerpt in a free downloadable eBook about Starbucks leadership principles…. That was 2008!

Training 100

Training Leadership eBook Customer Experience 100

ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Customer Bliss

JANUARY 24, 2017

Employees are essentially internal customers, so the tie to working with — and providing value for — external customers isn’t as big of a leap as we sometimes think. In fact, engaging employees en route to customer advocacy is a major way Scott has driven growth in his career. About Scott.

Loyalty 100

Loyalty Leadership System Engagement 100

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues. Voice Recognition.

Self Service 80

Self Service Customer Service Gamification CRM 80

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. In those, customers give feedback, and Sprint responds to the feedback.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Russel Lolacher

SEPTEMBER 30, 2019

.” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. ” I’ve been explaining “The UPsell” brand with these responses since 2009. Whether with colleagues or customers, we always can do more with L.E.S. insert smiley face).

Brands 45

Brands Leadership Course Sales 45

CSM Magazine

MARCH 20, 2023

Starbucks created something that both customers and employees can enjoy. He explains how businesses can engage customers with modern tools. The book was originally published in 2003 and re-released in 2009, but it stays relevant today as well. It also covers the importance of leadership and unorthodox ways of achieving goals.

Marketing 52

Marketing Social Media Advertising Case Study 52

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. The average tenure also lengthened from 23 months in 2009 to 34.5 The average tenure also lengthened from 23 months in 2009 to 34.5 In the U.K, Be curious, be inclusive.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Beyond Philosophy

MAY 5, 2016

This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009. In a press conference this week, the leadership team admitted they intentionally faked the tire pressure readings to get better mileage performance numbers. Find a remedy.”.

Consulting 104

Consulting Conference Consumers Leadership 104

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday. Take a read.

Customer Retention 36

Customer Retention Leadership Sales Innovation 36

ClearAction

NOVEMBER 13, 2014

Agile marketing organizations are able to adapt their marketing efforts, quickly and successfully, in response to changing customer behavior, market conditions and business direction to the benefit of improved market share or customer value. By 2009, other marketing studies began to incorporate questions about MO.

Marketing 62

Marketing Study Government Analytics 62

ijgolding

APRIL 25, 2016

They almost achieved this through what I described as ‘Desire, Character and Togetherness’ – it was an amazing example of how through great leadership and incredible team spirit, amazing results were possible. When it comes to the world of business, the most successful organisations are those who turn CUSTOMERS into FANS.

Sports 0

Sports Leadership Groups Financial 0

ReviewTrackers

APRIL 27, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. It’s the end of the month, so that means this weeks’ Customer Insights focuses on four different industries: banking, hospitality, healthcare, and technology.

Healthcare 50

Healthcare Insurance Hotels Hospitality 50

Customer Guru

MAY 22, 2018

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. So, if the leadership happens to preach certain traits to the employees, then it must be sure to exemplify the same. The post 8 Tried and Tested Methods For Improving Employee Engagement appeared first on Customer Guru.

Employee Engagement 96

Employee Engagement Engagement NPS Survey 96

Service Untitled

MAY 21, 2012

There is no relaxing elevator music where I can work until an agent answers; instead I’m forced to listen to a litany of advertisements offering me more services that might very well call me back to this same maze of customer service mediocrity. So what makes Zappos.com a leader in customer service?

Customer Service 80

Customer Service Entertainment Comparison Social Media 80

Gainsight

OCTOBER 23, 2019

The critical role played by customer success (CS) teams is well known, as is the importance of the customer success software powering these teams. But, could thinking about customer success software as a category be leading us down the wrong path? Understanding the Customer Success Software Market. Here’s why.

Software 60

Software Customer Success Tools Customer Centricity 60

Talkdesk

AUGUST 19, 2016

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. Be Customer-Centric. It’s easy to listen to customers. Alway Strive to be Better.

Customer Service 41

Customer Service Customer Centricity Call Center Leadership 41

ijgolding

MARCH 1, 2017

As I wrote last week , when it comes to the world of Customer Experience, many journalists are writing about the subject without necessarily understanding what it is, or that they are even writing about it at all. In 2009 one of the most prominent collapses in the industry came with the demise of Borders.

Customer Experience 120

Customer Experience Retail Strategy Report 120

Talkdesk

AUGUST 19, 2016

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. Be Customer-Centric. It’s easy to listen to customers. Alway Strive to be Better.

Customer Service 40

Customer Service Customer Centricity Call Center Leadership 40

Hero Digital

APRIL 8, 2020

And while they are certainly having profound effects on how we are all doing business in the short term, they are also likely to change the way we interact with our employees and customers forever, moving forward. In 2009, researchers from University College London discovered a peculiar thing about habits. Sources: CNBC , TheStreet.

Banking 104

Banking B2C Healthcare Financial 104

Beyond Philosophy

OCTOBER 1, 2015

The truth is most Customers want things easy, too. According to Siegel and Gale, a branding firm specializing in simplicity, Customers like brands that have simplicity as a key value. Customers value simplicity enough to pay more for it. Customers are more likely to recommend you to someone else when you keep it simple.

Customer Experience 60

Customer Experience Call Center Advertising Brands 60

Talkdesk

OCTOBER 3, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. Customer Expectations Are Rising . “55% 55% of consumers have higher expectations for customer service today than they had just one year ago.”. It Pays To Invest In The Customer Experience.

Contact Center 40

Contact Center Trends Video Advertising 40

Second to None

MARCH 8, 2019

Similarly, a 2015 Glassdoor study found that firms ranked on their “Best Places to Work” list overshadowed the S&P 500 from 2009-2015 by as much as 123.3 In customer experience, we consistently look at consumer data to inform our decisions and initiatives. percent more returns over the span of eight years.

Study 48

Study Financial Customer Centricity Employee Experience 48

Customer Bliss

AUGUST 9, 2016

In this episode, we explored yet another unexpected place where customer experience is taking hold: the government. Stephanie in particular has another interesting path for how she got into customer experience work – parlaying her background in journalism to use it to create compelling stories and actions for change.

Government 0

Government Leadership Customer Experience Effort Score 0

Qualtrics

JUNE 6, 2019

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target customers’ perceptions, emotions, and preferences, which influence their purchase and usage behavior.

Brands 33

Brands Leadership Consulting Travel 33