One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. And while organizations talk the talk about being customer-focused, walking the walk falls short.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

One Millimeter Mindset

NOVEMBER 8, 2018

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures. As long as sellers continue to crush quotas and bring new customers into the revenue stream, uncollaborative company cultures survive.

Customer Retention 71

Customer Retention Culture Company Banking 71

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. Sometimes the best customer-focused stories are the ones our organization never pays attention to.

Culture 71

Culture Course Leadership Strategy 71

ECXO

APRIL 18, 2024

He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.

Customer Experience 96

Customer Experience Customer Centricity Chief Customer Officer Culture 96

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

JULY 15, 2022

And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable.

How To 131

How To Video Social Media Training 131

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Follow on Twitter: @Hyken.

Company 72

Company Fashion Customer Service Training Comparison 72

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. What are the qualities of a customer-focused employee?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Comm100

DECEMBER 19, 2017

The CX program should be from the customer’s perspective, which can be achieved by: Collecting customer experiences and views. Identifying gaps in the customer experience. Conducting internal workshops. Mapping the customer journey. Conducting customer, market, and employee research.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

SurveySensum

JANUARY 11, 2024

These tools aren’t just about efficiency; they are about creating a seamless workflow that empowers your team to deliver exceptional customer service. Today, businesses are opting for different work cultures and styles. Consequently, their ability to satisfy and delight customers also increases.

e-support 52

e-support Culture Feedback Tools 52

One Millimeter Mindset

DECEMBER 5, 2018

Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. When engaging with and serving customers? First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

Blake Morgan

MARCH 13, 2023

Each Rosewood property reflects the local culture and history and covers every possible detail a customer could need. Her innovation and customer focus helped Celebrity Cruises survive the pandemic and maintain its spot as one of the customer-favorite cruise lines in the world.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

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. In fact, technology deployment requires full-time management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. What would that look like? I love that question.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

CX Journey

APRIL 25, 2018

They can be used during onboarding, training, and other ongoing education opportunities to unite the organization around the customer, to teach employees about the current and the future experience, and to further ingrain the customer-focused culture of the business. Align the organization.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. On a weekly basis, at the very least.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

NOVEMBER 12, 2018

Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Discover how my programs kick start a storytelling culture for your organization or association. Otherwise, those cultures are full of very talented people, who are extremely busy working full time.

Customer Retention 75

Customer Retention Culture Consulting Innovation 75

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. It’s not just reserved for customer-facing roles.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

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. Contact me here.

Leadership 70

Leadership Conference Innovation Culture 70

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Industry 100

Industry Culture Metrics Customer Centricity 100

Beyond Philosophy

JULY 17, 2017

If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great. Goldstein has hit on a key point about customer experience. But technology alone is never the answer. Royal Caribbean: Dream Vacations.

Technology 133

Technology Touchpoint Case Study Consulting 133

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Confusing Customer Service Delivery with Customer Experience Delivery. 2 Ways We create unforgettably Innovative Customer Experiences. How a Customer Experience Culture leverages Collaboration.

Innovation 65

Innovation Customer Retention Consulting Culture 65

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. There is an exercise we occasionally do in our workshops. That’s a skill. As you can imagine, we get lots of answers.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48

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? How often does the customer finally alert us to a compromised relationship?

Customers 71

Customers Video Culture Customer Focused 71

Education Services Group

JULY 5, 2022

So, why is true Customer Success so difficult to achieve in practice? 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. Humanity is a key aspect of Customer Success in this way.

Conference 52

Conference Customer Success Culture Customer Centricity 52

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. John is consistently helping his clients create a magical customer experience like Disney. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

AUGUST 30, 2017

He was conducting a half-day customer service workshop, and during a break, the client, who happened to be the president of the company, walked up to Ted and congratulated him on doing a great job. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. You get the idea.

Customer Service Training 111

Customer Service Training Course Customer Service Training 111

ijgolding

JUNE 9, 2015

If you work in the field of Customer Experience, you can self-assess your level of competence and that of the organisation you work in by answering the questions at the end of each competency description. A customer-centric organisation. Develops and delivers ongoing CX (Customer Experience) interaction training to employees.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Natalie Petouhof

AUGUST 15, 2022

As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too. Utilizing and combining these elements effectively is what makes customers want to spend more with you, stay longer, and actively refer others. Original Article by Jim Tincher.

Leadership 52

Leadership Software Chatbots Banking 52

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? Often, employees are unable to have each other’s – and your customers’ – backs.

Culture 63

Culture Leadership Employee Experience Resources 63

SmartKarrot

FEBRUARY 9, 2023

When a reduction in involvement with customers is noticed, keep an eye on their well-being and take appropriate measures. Promote user adoption through a variety of touchpoints, such as workshops, product roadmap discussions, training, and forming connections with a number of champions and power users.

Customer Success 19

Customer Success Roadmap Culture Customers 19

ShepHyken

MAY 22, 2023

To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. These perceptions are symptoms of culture problems — and in a competitive market, leaders can’t afford to deliver mediocrity to clients.

Customer Service 13

Customer Service Loyalty Programs Social Media Culture 13

One Millimeter Mindset

FEBRUARY 25, 2019

Yet, continuously reinforcing this people value dynamic continuously seems to fall through corporate cultural cracks, doesn’t it? Instead of wondering “what just happened” when customers are lost, why not capture the people-process-outcomes value equation that retains customers? You know that. I know that too.

Customer Focused 74

Customer Focused Communication Strategy Customers 74

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Forbes reported that DHL’s customer satisfaction scores increased by 80% as a result of these co-creation initiatives.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96