One Millimeter Mindset

JULY 18, 2018

Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality. Do you really know how many times customers receive notifications from your organization?

Strategy 51

Strategy Customer Experience Customer Retention Customers 51

One Millimeter Mindset

MARCH 18, 2019

With them, and for them, on behalf of better serving each other and your customers. Let alone experiences leading to customer success and customer retention? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. What type of employee and stakeholder experiences do you create?

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Even when our clients actually tell us their stories during acquisition, implementation and retention. Right here, Today.

Customer Retention 75

Customer Retention Culture Consulting Innovation 75

One Millimeter Mindset

DECEMBER 13, 2018

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Consider that the same outcome can be true, as a result of the customer stories you capture. Babette Ten Haken. Right here, Today.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

One Millimeter Mindset

SEPTEMBER 3, 2018

How we leverage our professional experience catalyzes not only the success of our customers. Also, professional experience focuses on how we have our customers’ backs. Consequently, professional experience is customer-focused, rather than self-serving. Are We Storytelling compelling Customer Retention Experiences?

Customer Retention 50

Customer Retention Innovation Sales Customer Experience 50

One Millimeter Mindset

NOVEMBER 5, 2018

When we create collaborative workplace experiences, we create better and better customer experiences. Ultimately, perpetuating conflicting workplace agendas is self-focused, rather than customer-focused. On behalf of better serving customers (the folks funding NASA and one stranded astronaut). This is common sense.

Customer Experience 70

Customer Experience Entertainment Customer Retention Customers 70

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Collaborative Workplace Experiences create Better Customer Experiences. Confusing Customer Service Delivery with Customer Experience Delivery. And guess what? Enjoy this blog post?

Innovation 65

Innovation Customer Retention Consulting Culture 65

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. 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.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

One Millimeter Mindset

DECEMBER 17, 2018

Throughout the year, we sabotage customer outcomes in favor of our own priorities. Nonetheless, from our customers’ perspectives, we cycle back and forth throughout the year. Falling short, and then scrambling to recover, when delivering remarkable and enduring customer outcomes. Not intentionally, at least from our perspective.

Sales 66

Sales Customer Focused Customers Customer Experience 66

One Millimeter Mindset

DECEMBER 5, 2018

Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. When engaging with and serving customers? Perhaps you should. Here’s why.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

One Millimeter Mindset

JULY 19, 2018

Engage Babette Ten Haken to deliver some of the most distinctive and game-changing keynotes and workshops, finely tuned for today’s digitally transforming workplaces. As a result, they create remarkable, enduring and innovative customer-focused output and outcomes. Hit this link and let’s collaborate, shall we? Contact me.

Innovation 55

Innovation Customer Retention Engagement Industry 55

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

One Millimeter Mindset

OCTOBER 4, 2018

Over time, assumptions become dogma and are hard-wired into decision-making that impacts how we deliver to customers. Departmental factions negatively impact customer experience. The first way departmental factions negatively impact customer delivery is a version of: “This isn’t my problem.”. No wonder customers defect.

Customers 71

Customers Video Culture Customer Focused 71

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. Leverage co-created stories to better serve each other, and your customers.

Leadership 70

Leadership Conference Innovation Culture 70

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. Some of our most difficult customers also are the most rewarding.

Customer Retention 66

Customer Retention Communication Customers Strategy 66

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

Confirmit

SEPTEMBER 22, 2019

A focus on the customer experience is a critical element of success for any organization. And the Confirmit ACE Awards program celebrates those companies who accomplish outstanding achievement in Customer Experience. measures the customer experience at the point of travel insurance purchase. in just nine months.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

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. And customer-focused solutions fall short of what they might have been.

Customer Retention 69

Customer Retention Communication Customers System 69

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Plus, his Twitter feed!

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

Loyalty Programs 13

Loyalty Programs Customer Service Social Media Culture 13

One Millimeter Mindset

FEBRUARY 25, 2019

The people value which organizations and associations bring to customers’ tables influences whether customers will stick with you. Your people, and their understanding of the intrinsic value they provide to stakeholders and customers, are your “secret sauce.”. That scenario creates skeptical customers.

Customer Focused 74

Customer Focused Communication Strategy Customers 74

One Millimeter Mindset

OCTOBER 24, 2018

Thus, customers do business with us because it is “all about us.” What if current and potential customers run their businesses well-enough, so that big, hairy problems never, or rarely, occur? While we are ensconced on our couches, waiting for the next “something big” to happen, some of our best customers are staying their own courses.

Culture 71

Culture Course Leadership Strategy 71

SmartKarrot

MAY 28, 2021

All businesses seek to deliver value to customers. The main point is to keep promises and empower customers to meet goals. Customer success is a long-term requirement that drives value across operations. Customer success strategies are now made compulsory for improving the customer relationships. contact-form-7].

Customer Success 10

Customer Success Company Net Promoter Score Effort Score 10

BirdEye

MARCH 24, 2023

The following are some of the business development basics and benefits for any company: Customer acquisition and expansion of markets A solid business development strategy is integral to the acquisition and nurturing of new customers. It guides your team with steps and techniques to generate high-value leads that convert to customers.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

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

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Adrian Swinscoe. Annette Franz.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

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. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

One Millimeter Mindset

MAY 22, 2019

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. What customer-focused opportunities are overlooked?

Culture 63

Culture Leadership Employee Experience Resources 63

One Millimeter Mindset

JULY 30, 2018

A collaborative customer experience strategy requires more than having clients to survey. This strategy encompasses understanding the non-surveyed factors impacting the customer, pre-sale, during the sale and the entire post-sale continuum. How well do we really “stick close to the customer” ? quarterly) distribution of surveys?

Strategy 48

Strategy Customer Experience Sales Survey 48

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

One Millimeter Mindset

FEBRUARY 20, 2019

Regardless of the size of your business, leveraging internal stakeholder experience better serves customers. Because they all are critical to creating the aggregated customer experiences responsible for customer success and retention. Executing an internal stakeholder experience program includes all employees.

Customer Experience 14

Customer Experience Communication Groups Strategy 14

One Millimeter Mindset

FEBRUARY 14, 2019

Or, you achieve positive internal customer experiences which leave everyone feeling good, but not quite as profitably collaborative as intended. 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. Your thoughts?

Guidelines 13

Guidelines Customer Retention Leadership Communication 13