One Millimeter Mindset

NOVEMBER 26, 2018

Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness? I’m so honored!

Customer Retention 73

Customer Retention Strategy Innovation Customers 73

CSM Magazine

AUGUST 4, 2023

In today’s fiercely competitive business landscape, customer engagement plays a pivotal role in establishing enduring relationships with your target audience and fueling business growth. So, let’s explore these customer engagement ideas and discover how they can help you boost your business to new heights.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

One Millimeter Mindset

NOVEMBER 19, 2018

Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. First of all, customers continuously re-evaluate why they do business with us. And third, our actions consistently fall short of customer expectations. Here’s why.

Customer Retention 73

Customer Retention Innovation Social Media Strategy 73

One Millimeter Mindset

DECEMBER 12, 2018

Customer retention is a business growth, expansion and sustainability strategy. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process. Retaining Customers involves All Hands on Deck.

Customer Retention 63

Customer Retention Consulting Customers Sales 63

One Millimeter Mindset

AUGUST 29, 2018

Ah, the impact of experience conflicts on the performance of our customer retention strategy. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution?

Customer Retention 60

Customer Retention Strategy Customer Experience Comparison 60

One Millimeter Mindset

JULY 4, 2019

What is your current customer retention strategy value? I offer these five customer retention strategy value blog posts for your reading pleasure. While retaining customers is an art form, the relentless pace of technology change challenges the norm. Storytelling Outcomes influence Post Sale Customer Expectations.

Customer Retention 59

Customer Retention Strategy Customers Technology 59

One Millimeter Mindset

DECEMBER 19, 2018

These 18 ways create a more effective customer retention strategy. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers. That habit creates a set of behaviors and expectations which impact how we best serve customers.

Customer Retention 73

Customer Retention Strategy Return on Investment Sales 73

One Millimeter Mindset

AUGUST 20, 2018

Customer retention experiences create a rich chronicle of just how it is to work with us, and our organizations. Yet, these bold, splashy stories, which our marketing departments love, leave the customer’s biggest question unaddressed: “Will you forget about taking good care of me, once I sign the contract?”. Think about it.

Customer Retention 50

Customer Retention Customer Experience Sales Customers 50

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

One Millimeter Mindset

SEPTEMBER 6, 2018

How would you rate your own customer retention performance? Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention. Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention.

Customer Retention 48

Customer Retention Sales CRM Customers 48

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

Customer Service 66

Customer Service Loyalty Programs Contact Center Financial 66

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 61

Customer Service Net Promoter Score Loyalty Programs Gamification 61

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. The captured insights are key in crafting strategies to enhance customer retention.

Survey 139

Survey Customer Service Strategy Effort Score 139

BirdEye

NOVEMBER 29, 2023

Offer incentives and loyalty programs Ashley HomeStore implements a successful loyalty program. This program not only offers exclusive discounts, early access to sales, and rewards for repeat customers but also catalyzes fostering loyalty and boosting customer retention.

Trends 59

Trends Tips Tools Marketing 59

ShepHyken

FEBRUARY 12, 2024

Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. My Comment: It has never been easier to personalize an experience for your customers.

Self Service 66

Self Service Customer Service Social Media Ecommerce 66

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

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

One Millimeter Mindset

SEPTEMBER 24, 2018

Move one millimeter beyond a comfortable client retention strategy, towards what is Possible. Hire me to speak or conduct a workshop at your next corporate or association event. Create a more engaged and profitable workforce relentlessly focused on customer success and customer retention. Today and Tomorrow.

Strategy 213

Strategy B2C Customer Retention B2B 213

One Millimeter Mindset

JULY 3, 2018

Enjoy these top 5 collaborative workforce innovation and engagement picks from readers. Start moving one millimeter forward, towards Collaborative Workplace Innovation and Engagement, today! Engage me to speak or conduct an interactive workshop at your next corporate or association event. What are you waiting for?

Innovation 44

Innovation Engagement Roadmap Customer Retention 44

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

ShepHyken

JANUARY 28, 2024

The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. For certain customers, self-checkout still makes sense. The research evaluates The Alexander Group Customer Experience Index (CXI) of over 160 organizations across seven industries. CX doesn’t cost.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

SurveySensum

JANUARY 26, 2024

The customer journey is dynamic and multifaceted, encompassing stages from awareness and consideration to purchase and post-purchase engagement. Each of the customer journey stages allows businesses to craft tailored experiences, ensuring that the customer feels seen, heard, and valued.

Customer Journeys 52

Customer Journeys Social Media Touchpoint Tips 52

ECXO

APRIL 18, 2024

As the Chief Customer Officer, Jose worked tirelessly to instill a customer-centric culture in every corner of TechEase. He conducted workshops, held regular meetings with different teams, and even started a mentorship program to nurture the customer-centric mindset within the company.

Customer Experience 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

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

AUGUST 9, 2018

Leaders and managers interpret external customer experience scores as the barometer of whether internal customer experiences are great, as well. When company leadership engages in external customer experience score-chasing, they can become complacent. As long as that CX score is solid, why rock the boat? Why do the work?

Innovation 126

Innovation Culture Leadership Customer Retention 126

SurveySparrow

NOVEMBER 28, 2019

Customer Experience conferences are always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Next-Generation Customer Experience (NGCX).

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

SurveySensum

JANUARY 31, 2024

You can spot them by checking your customer retention rates – they’re spending more time on your website, buying more stuff, and relying on your offer. Know that high-value customers may be someone other than those who spend the most at your company. It considers purchases, engagement, and interactions over time.

Strategy 52

Strategy Net Promoter Score Customer Satisfaction Feedback 52

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

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? Catalyze your mindset and skill sets!

Customer Retention 73

Customer Retention Customers Course Innovation 73

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

One Millimeter Mindset

JULY 16, 2018

I offer two scenarios reflecting what I see the majority of the time when speaking about and giving workshops on retaining customers. Are you experiencing loyal customers defecting into former customers? Download this Executive Summary on the 5 Top Negative Customer Retention Scenarios. Contact me.

Net Promoter Score 48

Net Promoter Score Customer Satisfaction Customer Retention Survey 48

One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies. Take action instead of engaging in endless reflection!

How To 95

How To Leadership Exercises Innovation 95

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

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 57

Customer Experience Sports Innovation Feedback 57

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

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

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115