Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. For the subscription business the researchers found that “ a member who rates as having the poorest experience has only a 43% chance of being a member a year later.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

OCTOBER 29, 2014

Before I explain what I mean by that and how it has to do with Customer Experience, however, let me first tell you where I was born. 2] The study found price increases had twice the effect on customer switching, compared to price decreases.”. How is this applicable to Customer Experience? We see it all the time.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ Sarah’s disappointing experience is not an isolated episode. But before that, let’s first understand what an NBFC customer feedback tool is.

Feedback 52

Feedback Tools Management Knowledge Base 52

Qualtrics

DECEMBER 9, 2020

Over the last decade businesses and governments have introduced tools and initiatives that have established customer experience (CX) capabilities within their organization, such as voice of the customer programs and journey mapping. In the old world, the value for the customer came from the product.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

One Millimeter Mindset

APRIL 11, 2019

Think of the implications of your actions, over coffee, on future employee experience and customer experience. However, the good news is that you both solve problems. And when you solve problems together, instead of separately, your clients benefit. That aspect is the great part of this exercise.

Exercises 59

Exercises Customer Retention Employee Experience Communication 59

One Millimeter Mindset

APRIL 8, 2019

Because your employees, and what they “do,” is absolutely fascinating! Think about the implications for employee experience and customer experience. Discover how one of my Storytelling for STEM Professionals and Left Brain Thinkers keynotes and workshops can solidify, rather than segment, your organization.

Communication 75

Communication Employee Experience Customer Retention Sales 75

One Millimeter Mindset

MARCH 11, 2019

This stereotype represents their aggregated employee experiences working with STEM professionals and other left brain thinkers. These aggregated non-technical stakeholder experiences often are neither constructive nor pleasant. However, these experiences are, indeed, memorable. Spoiler alert here.

Customer Retention 58

Customer Retention Leadership Strategy Employee Experience 58

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 129

Customer Service Social Media Self Service Knowledge Base 129

Think Customers

NOVEMBER 4, 2019

Carmakers and dealerships are facing these challenges head-on with new business models and by doubling down on delivering the right customer experience. Investment bank Morgan Stanley forecasts a 0.3 Building customer trust is another logical approach that’s sometimes overlooked, Goldsmith notes. Turbulent times U.S.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

One Millimeter Mindset

MARCH 18, 2019

With them, and for them, on behalf of better serving each other and your customers. What type of employee and stakeholder experiences do you create? Let alone experiences leading to customer success and customer retention? Then, take these next steps….

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

FEBRUARY 28, 2019

We all experience difficult customers, from time to time. When we only have one customer as our “one and only” customer, well, things become challenging. Our difficult customers test both our courage as well as our critical thinking skills. Workforce Profitability retains Customers [link].

Customer Retention 66

Customer Retention Communication Customers Strategy 66

Michel Falcon Experience

JULY 17, 2015

Learn 28 strategies for improving your company’s customer experience today by reading my free ebook. Investing in social media, only to see “nothing happen” Working hard to acquire customers, but having these new customers never buy again or refer anyone. What is customer service?

Industry 60

Industry eBook Employee Experience System 60

One Millimeter Mindset

APRIL 18, 2019

Next, these teams may not have time to sell effectively, especially when actively serving customers. Selling pressure negatively impacts both employee experience and customer experience. . Perhaps this scenario contributes to why employee turnover is at a 10 year high in the banking industry.

Banking 65

Banking Sales Customer Retention Training 65

One Millimeter Mindset

APRIL 10, 2019

Finding common ground through storytelling catalyzes professional development, workforce engagement and customer and stakeholder success. Consider the implications for not only customer acquisition, but also employee experience, customer experience and customer retention.

Customer Retention 13

Customer Retention Employee Experience Communication Connections 13

One Millimeter Mindset

MARCH 27, 2019

When stories engage customers and members, it’s because they hear their own, familiar voices in the story. And, traditionally, marketing, sales and PR focus on justifying, to customers, their investment in your products and services in anticipation of a benefit received from said products and services. Me neither.

Sales 14

Sales Customer Retention Employee Experience Communication 14

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

One Millimeter Mindset

MARCH 13, 2019

Talk about negative employee experience. Talk about negative stakeholder experience. When internal stakeholders, as well as our customers, do not understand what we are saying, they cannot understand what we can do with them and for them. Then, everyone is impacted, including our customers.

Customer Retention 12

Customer Retention Culture Employee Experience Strategy 12

One Millimeter Mindset

JANUARY 31, 2019

What happens to employee experience when they are not entirely incorrect? When employees propose solutions, modifications to processes or requests for increased budgets? Is there stakeholder pushback or are employees encouraged to be more curious and inquisitive? Then, create pathways to employees who “do know.”.

Employee Experience 69

Employee Experience Customer Retention Communication Culture 69

One Millimeter Mindset

MARCH 7, 2019

Do you retain employees as a critical part of your customer retention strategy? Or, are your (especially) front line employees considered to be disposable? Do I need to tell you I had one of the highest customer retention rates, year over year? Regardless of the size of your organization, retain employees.

Customer Retention 68

Customer Retention Sales Leadership Training 68

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? First, when introducing new products and services to existing customers, details and nuances get lost in transition. Well, do they?

Sales 68

Sales Customer Confidence Touchpoint Communication 68

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Liberate yourself from toxic professional stories.

Leadership 70

Leadership Conference Innovation Culture 70

One Millimeter Mindset

FEBRUARY 6, 2019

How are you communicating to employees that they are part of something bigger than themselves? But also, they become co-invested in your customers’ and members’ growth strategies, as well. Tomorrow’s workforce profitability strategy focuses on employee interoperability across functional roles and departmental silos.

Strategy 74

Strategy Customer Retention Guidelines Communication 74

One Millimeter Mindset

FEBRUARY 13, 2019

Just as organizations focus on employee, as well as customer, experience to drive growth, expansion and sustainability, so must association chapters. Gain tactics to help you better serve yourself, so you can better serve customers. And not just by administering a passive 5-point post-presentation survey.

Leadership 63

Leadership Guidelines Meeting Engagement 63

One Millimeter Mindset

APRIL 24, 2019

Regardless of their job titles, pay grades, levels of education or generation, each employee is invested in the role they play. With each other, and for each other, on behalf of serving your company’s customers. Otherwise, without purpose and context, employees simply feel like they are along for the ride.

Company 76

Company Leadership Employee Experience Communication 76

One Millimeter Mindset

FEBRUARY 7, 2019

But also, your employee experience. Gain tactics to help you better serve yourself, so you can better serve customers. Babette Ten Haken is a customer retention specialist. Also, consider that revenue generation is part of everyone’s job description, whether stated or not. Book a 45-minute strategy session with me.

Customer Retention 64

Customer Retention Communication Leadership Strategy 64

One Millimeter Mindset

MAY 6, 2019

Babette Ten Haken’s One Millimeter Mindset® Storytelling for STEM Professionals and Left Brain Thinkers speaking programs and workshops are created for organizations and associations, like yours, who want to catalyze professional innovation, employee success and customer retention.

Meeting 13

Meeting Communication Customer Retention Groups 13

One Millimeter Mindset

MARCH 14, 2019

When this scenario is the norm, not only do account leaders run the risk of negative customer experience. In addition, they run the risk of negative employee experience and potentially, burnout. Consider that customer and stakeholder resistance reflects a conceptual and communication disconnect. Over the long run.

Communication 64

Communication Customer Retention Innovation Industry 64

One Millimeter Mindset

MAY 13, 2019

Leaving these biases unaddressed creates lousy employee experience. Connecting these dots, when employees feel disenfranchised from one another, their experience and success suffer. Ultimately, customer experience reflects this scenario as customer success and customer retention also are impacted.

Communication 61

Communication Employee Experience Customer Retention Industry 61

One Millimeter Mindset

JANUARY 30, 2019

Also, how is this word impeding remarkable customer experiences and employee experiences? How aware are we of how our own speech habits impact how we set the client and employee experience table for the conversation that follows? Let’s explore. How many of us begin each day by erecting our own roadblocks?

Guidelines 72

Guidelines Employee Experience Sales Communication 72

One Millimeter Mindset

MAY 1, 2019

Because, more often than not, agency clients are more interested in telling business and use cases to acquire customers and justify stockholder return on investment. A storytelling culture connects what everyone “does” on behalf of better serving each other, and their customers. Not telling a story.

Company 71

Company Return on Investment Culture Customer Retention 71

One Millimeter Mindset

APRIL 15, 2019

When your story is all about customer skepticism, then prospective customers do not do business with you. Because, for starters, they compare stories with your former customers. If you want to perpetuate customer skepticism, instead of customer confidence and repeat business, here are two sure-fire ways to achieve this outcome.

Customer Confidence 15

Customer Confidence Customer Retention Customers Communication 15

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? What customer-focused opportunities are overlooked? Co-create a culture of servant leadership.

Culture 63

Culture Leadership Employee Experience Resources 63