One Millimeter Mindset

JULY 18, 2018

And, let’s not forget invitations to participate in customer experience (CX) surveys. Plus, sales reps, as well as IT and engineering professionals, request appointments. Wisdom has it that an average of 10 customer touches are involved before a potentially new customer schedules a meeting. Contact me.

Strategy 51

Strategy Customer Experience Customer Retention Customers 51

CX Journey

APRIL 25, 2018

Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Those are marketing tools and are too high level for customer experience design. Communicate and share experiences. Maps are great communication and teaching tools.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

One Millimeter Mindset

DECEMBER 13, 2018

Lots of organizations spend a lot of money on content creation to promote the sales of their products and services. It simply is a matter of understanding where to look, how to listen, the questions to ask, and then how to collaborate and translate into enduring, customer-focused stories. Right here, Today.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

Comm100

NOVEMBER 30, 2017

Professional customer service agents understand that all face to face communication is made up of three different elements: Words, tone, and body language. Telephone communication can be tricky since agents can’t rely on assessing a customer’s body language to get more insight into what they’re thinking and feeling.

Training 103

Training Customer Service eBook Tips 103

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. ChurnZero is proud to be a Gold sponsor of the event.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Steve DiGioia

DECEMBER 5, 2016

Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. As some companies grow, they purposely change their shift from customer focused to bottom line focused. Direct contact with customers is limited, so they become figures on a sales report, not real people.

Industry 100

Industry Culture Metrics Customer Centricity 100

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. I will be honored to customize my keynotes and workshops to your next event. Hire me to speak or conduct a workshop at your next corporate or association event. And guess what?

Innovation 65

Innovation Customer Retention Consulting Culture 65

SmartKarrot

FEBRUARY 9, 2023

Role: Head of Customer Success Location: San Francisco, CA, United States Organization: Ikigai As the Head of Customer Success, you’ll manage the onboarding of new clients and ensure a smooth transition from sales. Ensure that our communications and updates are received by all users at each customer.

Customer Success 19

Customer Success Roadmap Culture Customers 19

One Millimeter Mindset

OCTOBER 24, 2018

Sometimes the best customer-focused stories are the ones our organization never pays attention to. These stories may come from the middle of the customer experience scorecard pack. Hire me to speak or conduct a workshop at your next corporate or association event. Until it is time to renew their contract. Contact me.

Culture 71

Culture Course Leadership Strategy 71

Education Services Group

JULY 5, 2022

As Kristi Faltorusso, CCO at ClientSuccess put it, change starts with culture , and there needs to be accountability across the business with customer-focused KPIs. Marketing, Product, Sales, and Customer Success, all sat at the same table with the customer experience at the forefront. Who are your advocates?

Conference 52

Conference Customer Success Culture Customer Centricity 52

One Millimeter Mindset

OCTOBER 4, 2018

When we are not curious about whether an issue impacting customers is, in fact, being addressed, we are irresponsible. So, why not let customer-focused questions move us one millimeter outside our departmental confines and comfort levels? Start serving those valuable customers better and better each day, moving forward.

Customers 71

Customers Video Culture Customer Focused 71

One Millimeter Mindset

FEBRUARY 25, 2019

When customer experience is on the receiving end of increased employee churn rates, the only constant customers rely on is product and service performance integrity. In spite of the “current” sales rep handling their account. Or, the “current” customer service rep taking their call, when performance integrity falls short.

Customer Focused 74

Customer Focused Communication Strategy Customers 74

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett. Marsha Collier Tweet to @MarshaCollier.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

One Millimeter Mindset

NOVEMBER 5, 2018

Ultimately, perpetuating conflicting workplace agendas is self-focused, rather than customer-focused. My keynote and workshops on how professional intimidation creates customer experience gaps focuses on the issues we are talking about in today’s blog post. Think about it.

Customer Experience 70

Customer Experience Entertainment Customer Retention Customers 70

Wootric CX Blog

FEBRUARY 14, 2019

She counsels leaders and teams responsible for customer outcomes by designing stronger organizations and guide cross-functional teams to leverage mutually beneficial opportunities with an advanced understanding of the customer journey, sales, product marketing, and operations. Guneet Singh. Jeannie Walters. Joey Coleman.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SmartKarrot

OCTOBER 5, 2023

Offer Tailored Solutions Rather than generic upsell or cross-sell pitches, focus on customized solutions tailored to your client’s unique needs. This personalized approach not only boosts sales but also strengthens trust. Train Your Sales Team Equipping your team with the right skills and tools is imperative.

Customer Journeys 10

Customer Journeys Strategy Feedback Training 10

One Millimeter Mindset

JANUARY 17, 2019

Communication disconnects, above all, have negative impacts on customer retention rates. First, when customers do not understand the purpose of your job function or cannot understand the words you use, they tune out and turn off. Because they think you are not making every best effort to communicate with them.

Customer Retention 69

Customer Retention Communication Customers System 69

SurveySparrow

JANUARY 28, 2020

Unfortunately, there are a lot of CX consultants out there who will tell you that you can drive change by gathering your teams and having them imagine that they’re customers, then throwing around a few Post-it Notes and brainstorming ways to improve the experience. Jim: Well, naturally, I think our book, How Hard Is It to Be Your Customer ?

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Smith+co CX

JANUARY 15, 2018

Many organisations have company or brand values or a customer focus statement, yet only a few bring these alive for their people in a way that enables them to bring it alive for their customers. These are people who can help you spread the word, influence its success and reinforce communications. Reality check.

Training 28

Training Brand Values Brands Measurement 28

SmartKarrot

FEBRUARY 15, 2022

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. Through his blog, workshops, and keynote presentations, Swinscoe emphasizes the importance of customer-centricity in bridging the gap between help and experience. Adrian Swinscoe.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

One Millimeter Mindset

FEBRUARY 28, 2019

Workforce Profitability retains Customers [link]. Communication Disconnects negatively impact Customer Retention [link]. A Potent Human Capital Strategy needs a Potent Customer Retention Strategy [link]. To retain Customers focus on People Value instead of Products [link]. The post Difficult Customers?

Customer Retention 66

Customer Retention Communication Customers Strategy 66

ProProfs Chat

DECEMBER 23, 2019

Take a look at this example of the perfect customer centric innovation: Example: As one of the world’s largest logistics companies, DHL has long since known the impact of innovating products and handles the challenges of improving the efficiency of their supply chain and logistics processes with the assistance of their customers.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ReviewTrackers

AUGUST 6, 2020

Hannah Ash, Marketing Communications Specialist, Graphical Networks : If you’re looking for free but robust, I recommend HubSpot’s inbound certification. Jessica Gagner, Communications & Events Strategy, BioConnect : HubSpot’s inbound certification is a great course. VAT) while the workshop-based course is currently $2,300+ (exc.

Course 114

Course Marketing Social Media Advertising 114

SmartKarrot

SEPTEMBER 29, 2021

Collaborate with the Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow the customer base. Maintain a revenue base by managing account support, retention, and renewal. Drive upgrade revenue from new product feature adoption and expanded usage.

Customer Success 3

Customer Success Customer Satisfaction Touchpoint Customers 3

One Millimeter Mindset

MAY 8, 2019

And when employee stakeholders understand the value of better serving each other, that value is reflected in the quality of customer-focused solutions they create. As a result, the stories you tell are familiar to both your employees and your customers. Her playbook of communication hacks, Do YOU Mean Business?

Culture 66

Culture Sales Advertising Communication 66

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. In turn, processes are in place to make sure field events deliver this, tailored by customer persona.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

One Millimeter Mindset

FEBRUARY 20, 2019

As a result, customer-focused outcomes are less innovative and nimble in helping customers meet the needs of their own current and future customers. Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. Instead of developing into “far more than.”

Customer Experience 14

Customer Experience Communication Groups Strategy 14

One Millimeter Mindset

FEBRUARY 14, 2019

In addition, positive internal customer experiences are the outcomes of both courage and critical thinking skills in the face of push-back in risk-averse cultures. Ultimately, enduring and profitable customer-focused outcomes are the result of everyone getting to the finish line. Because they have each other’s backs.

Guidelines 13

Guidelines Customer Retention Leadership Communication 13

SmartKarrot

OCTOBER 28, 2020

Apply here: [link] Role: Customer Success Manager Location: Remote, India Organization: SecurityAdvisor As a Customer Success Manager, you will “Own the customer” as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ journey.

Customer Success 10

Customer Success Case Study Customers NPS 10