Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. As the Chief Customer Officer, Jose worked tirelessly to instill a customer-centric culture in every corner of TechEase.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. 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. Here’s why.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

One Millimeter Mindset

OCTOBER 18, 2018

All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear. Again, so the customer “fits” into the organization’s customer retention model.

Customer Retention 118

Customer Retention Resources Touchpoint Customers 118

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

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.

Customer Retention 36

Customer Retention Leadership Sales Innovation 36

CSM Practice

JUNE 19, 2019

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. Customer Success Training Plan.

Training 67

Training Customer Success Video Customers 67

One Millimeter Mindset

JANUARY 7, 2019

Compelling storytelling fuels customer retention. After all, each story is about how working with you and your organization fuels their business growth, customer success and customer retention. The ones that reflect each customer’s reality and your role in their success?

Customer Retention 73

Customer Retention Customers Course Innovation 73

One Millimeter Mindset

SEPTEMBER 5, 2018

Why be surprised when customers defect, when small, but effective customized and personalized experiences impact customer retention? Isn’t it time to take a different approach to acquiring and, most of all, retaining valuable customers? Start moving one millimeter forward beyond what is comfortable, today.

Customer Experience 96

Customer Experience Customer Retention Sports Sales 96

One Millimeter Mindset

SEPTEMBER 27, 2018

Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4. Confusing Customer Service Delivery with Customer Experience Delivery? A Hopscotch Client Retention Strategy will not boost Customer Success.

Customer Retention 70

Customer Retention B2C B2B Innovation 70

One Millimeter Mindset

MARCH 18, 2019

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. Yet, the same two-thirds of these workshop attendees tell me that the people sitting around the table do not know who they are and what they do.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

CSM Practice

MARCH 26, 2017

Customer advocacy has been a hot topic for customer success teams, so this week I sat down with Jesse Goldman , VP of Customer Success at Influitive to learn how he promotes customer success at Influitive through their best-of-breed advocacy program. Who owns customer advocacy at Influitive?

Customer Success 49

Customer Success How To Metrics Customers 49

One Millimeter Mindset

NOVEMBER 1, 2018

I offer you 16 collaboration exercises to jump-start collaborative customer retention in your own career trajectory. In order for each employee to discover just what “their” specific customer touchpoint involves, they often must stray beyond the confines of their department. Better yet, ask your current customers.

Customer Retention 73

Customer Retention Exercises Touchpoint Leadership 73

One Millimeter Mindset

AUGUST 8, 2018

Think of the implications of this professional innovation strategy on customer success and customer retention. Thus, we engage clients during conversations. Engage me to speak or conduct an interactive workshop at your next corporate or association event. Then, share the insights with the client.

Customer Retention 53

Customer Retention Innovation Strategy Trends 53

One Millimeter Mindset

AUGUST 27, 2018

A curious thing happens when you become relentlessly focused on creating innovative customer experiences. Simply by being engaged, tuned-in and interested. First, you become unforgettable to your customer tiers. Then again, your customers – including every internal customer inside the organization – become unforgettable to you.

Innovation 86

Innovation Customer Experience Customer Retention Sales 86

CSM Practice

JUNE 19, 2019

The commonly used and highly effective customer success approach for early stage startup companies remains the high-touch model, in which every customer enjoys dedicated attention from their assigned customer success manager, throughout the their customer journey. Customer Success Training Plan.

Training 40

Training Customer Success Video Customers 40

One Millimeter Mindset

AUGUST 22, 2018

This week, I am engaged in what I love and what I do best. Providing compelling speaking programs and workshops focused on professional innovation, workforce engagement and customer success for customer retention. First, when many of us experience this professional epiphany, it takes our breath away.

Exercises 51

Exercises Customer Retention Roadmap Innovation 51

One Millimeter Mindset

FEBRUARY 21, 2019

These employees, in-house and virtual, are the wizards who are responsible for customer experience, customer success and customer retention. Your “someones” are part of the equation adding up to the aggregated client experiences responsible for customer retention. Well, the sales rep was OK.

Customer Retention 65

Customer Retention Sales Communication Groups 65

One Millimeter Mindset

SEPTEMBER 3, 2018

Consequently, professional experience is customer-focused, rather than self-serving. Far too many of us equate customer retention only with retaining customers in our own customer bases. Regardless of our professional disciplines, each of us utilizes our professional experience to better serve customers. .

Customer Retention 50

Customer Retention Innovation Sales Customer Experience 50

Totango

DECEMBER 28, 2021

Here we’ll look at four proven strategies for reducing customer churn. They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Invest in Your Customer Success Team.

Strategy 95

Strategy Net Promoter Score How To Roadmap 95

One Millimeter Mindset

OCTOBER 27, 2020

Once you engage in undiscovered conversations with specific clients, you create one of the greatest client experiences of all: trust. Engage me to present one of my One Millimeter Mindset Storytelling speaking programs, workshops or mastermind groups. . Then contact me here to get started.

Course 117

Course Communication Groups Engagement 117

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. Educate and Empower: Empowered customers are loyal customers.

Customer Retention 10

Customer Retention Strategy Loyalty Programs Customer Centricity 10

Retently

MARCH 18, 2024

Service survey questions effectively uncover customer expectations, allowing businesses to assess whether they are successfully meeting these benchmarks. Moreover, engaging customers directly for their feedback confirms that their input is valued, which can lead to improved loyalty and higher customer retention rates.

Survey 139

Survey Customer Service Strategy Effort Score 139

One Millimeter Mindset

OCTOBER 10, 2018

Lack of professional opportunities erodes workplace engagement. When we are unengaged and bored, we do not pay attention to details and information critical to serving customers. Think about the customer experiences we create when we are bored. Because their ideal clients target successful suppliers focused on customer success.

B2C 69

B2C Customer Retention Customer Success B2B 69

Education Services Group

FEBRUARY 8, 2022

Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. We’ve developed a unique approach for collaboratively mapping the customer journey to create a finished product that CS teams can immediately put to work to improve the customer experience.

Customer Journeys 52

Customer Journeys Exercises Customer Success Customer Satisfaction 52

One Millimeter Mindset

JUNE 25, 2018

So much for “sticking close to the customer” for customer retention? And, so much for listening to the voice of the external customer for customer success? Consequently, these teams come across as apathetic to serving the customer, rather than engaged. Stuck in Yesterday’s mindset?

Customer Care 47

Customer Care Customer Retention Innovation Sales 47

ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. You rely on customers’ funding for your salaries, budgets, and profit-sharing.

Metrics 62

Metrics Effort Score ROI Policies 62

One Millimeter Mindset

SEPTEMBER 16, 2019

Then, take your next steps towards customer retention success. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services. That’s what One Millimeter Mindset is all about. Contact me here.

Sales 72

Sales Return on Investment Meeting Customer Retention 72

One Millimeter Mindset

NOVEMBER 5, 2018

The never-ending reality show which becomes far more entertaining and engaging than our notion of “collaboration.” 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. What a mythology!

Customer Experience 70

Customer Experience Entertainment Customer Retention Customers 70

One Millimeter Mindset

AUGUST 2, 2018

The last time I checked, customers do not work hard to make sure your own department fulfills their quotas and KPIs. To detect the customer experience gap, think laterally, rather than limitedly. When I work with clients on customer retention issues, we focus our forensics on locating gaps in customer experience execution and delivery.

Customer Experience 50

Customer Experience e-support Customer Retention Exercises 50

One Millimeter Mindset

AUGUST 13, 2018

The goal of developing professional Zen is to create an ongoing customer experience. That is what customer retention is all about. Consequently, the recommendations we make to clients are customized, distinctive and strategically impactful, geared towards the sustainability of their businesses. Or tech platform prompts.

Customer Experience 53

Customer Experience Customer Retention Innovation Exercises 53

One Millimeter Mindset

AUGUST 6, 2018

Consider the impact professional predictability has on customer experience, success and retention. When Yesterday’s business development and customer success strategies continue to marginalize us, we become professionally predictable. Not pretty, eh? It doesn’t have to be that way. On their behalf.

Innovation 50

Innovation Customer Retention Chatbots Customers 50

One Millimeter Mindset

JULY 9, 2020

Including everyone who does not receive commission dollars (at all, or meager) for ensuring customer success. The best (often uncompensated) salespeople in your company are your client retention folks. And identify who the best salespeople for client retention are in your organization. It’s about time. Contact her here.

Company 96

Company Sales Leadership Innovation 96

SmartKarrot

JULY 30, 2021

Role: Customer Success Director Location: Remote, Boulder, CO, US Organization: arturo.ai As a Customer Success Director, you will manage all customer engagement activities, with a focus on enablement and adoption, facilitated by a strong relationship-building, product and industry knowledge, planning and execution.

Customer Success 10

Customer Success Ecommerce Customer Retention Government 10

One Millimeter Mindset

NOVEMBER 22, 2018

is about leveraging more collaborative business models and profitable workforces to retain customers. And a whole bunch of other people critical to customer success, as well. They are so jazzed about the who, what, how and why my speaking programs and workshops catalyze them to move that one millimeter forward, as well.

Customer Retention 67

Customer Retention Sales Consulting Conference 67

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