One Millimeter Mindset

DECEMBER 12, 2018

Customer retention is a business growth, expansion and sustainability strategy. Yes, sales people usually get all the glory. 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. Subscribe to my blog.

Customer Retention 63

Customer Retention Consulting Customers Sales 63

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

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

One Millimeter Mindset

SEPTEMBER 24, 2018

Then again, when customer conversations stray dangerously close to the constraints of what is comfortable, why not at least pursue what just might be possible? When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? If not today, tomorrow?

Strategy 213

Strategy B2C Customer Retention B2B 213

One Millimeter Mindset

AUGUST 15, 2018

Our innovative value leverages the client-focused outcomes we create. Instead, our innovative value leverages the voice which defines us as Professionals of Worth. Professional innovation is the road less traveled. Innovative value reflects the Who We Are behind What We do. Looking for an innovative, engaging speakers?

Innovation 51

Innovation Customer Retention Travel Sales 51

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

JULY 3, 2018

It is time for a mid year workforce innovation break! This midyear workforce innovation blog post review links to the top 5 blog posts that readers find relevant and valuable. As a Professional of Worth, target continuous collaborative workforce innovation. Innovative Collaboration Cultures evolve Customer Experience [link].

Innovation 44

Innovation Engagement Roadmap Customer Retention 44

One Millimeter Mindset

SEPTEMBER 5, 2018

How are your best value added customer experience efforts sabotaged, both pre- and post-sale? What you do, when you are not actively selling, engineering, coding and serving, adds value to each customer’s experience of how it is to work with you. Start moving one millimeter forward beyond what is comfortable, today. Contact me.

Customer Experience 96

Customer Experience Customer Retention Sports Sales 96

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 101

Customer Experience Customer Centricity Chief Customer Officer Culture 101

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. ” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. Here’s how.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

One Millimeter Mindset

SEPTEMBER 17, 2018

If we continue to keep our heads buried in the sand, assuming “someone else” is taking care of our customers because we are too busy, then we are not creating remarkable and enduring client experiences. The types of experiences which fuel customer success and customer retention.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

Retently

APRIL 5, 2024

It includes every touchpoint a customer has with the retailer, whether it’s walking into a store, speaking to customer representative or unwrapping the product at home. Traditionally retail refers to the sale of goods and services through physical stores. The result?

Retail 78

Retail Engagement Strategy Customer Experience 78

One Millimeter Mindset

JANUARY 3, 2019

It is never too early to focus on retaining customers. Because if you do not make customer retention a simultaneous part of your customer acquisition process, then you will be worrying about retaining customers down the road. Because a customer’s retention experience starts long before that customer is acquired.

Customer Retention 70

Customer Retention Sales Customers Strategy 70

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. 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. Right here, Today. Subscribe to my blog.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

One Millimeter Mindset

JULY 9, 2020

It just could be that client retention folks are the best salespeople in your company. Professionals involved in the post-sale care and feeding of newly-acquired customers. Also, the people who directly answer client questions throughout that customer’s life cycle. Year-over-year high rates of client retention.

Company 96

Company Sales Leadership Innovation 96

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

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? 3 Ways Your Value Added Customer Experience Efforts are not Valued. 3 Ways to improve Your Customer Retention Scorecards.

Customer Retention 70

Customer Retention B2C B2B Innovation 70

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

ijgolding

DECEMBER 3, 2014

Businesses that THINK there is no need to change are usually ones who are focussed on one primary measure of success – SALES. If we consider the way the legal profession has worked traditionally, it is one that is as SALES focussed as any other. Every minute of every day is an opportunity to generate sales….or

Customer Centricity 225

Customer Centricity Customer Experience Customer Retention Industry 225

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. Customer Experience Strategies Summit (CXS).

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

One Millimeter Mindset

OCTOBER 13, 2020

And then decide whether opportunities exist for new product development and innovation. However, often the customer discovery process falls short of delivering on client needs and expectations. When customers identify a need which matches your current product and service features and benefits. What do you choose? Build trust.

Automotive 93

Automotive Healthcare Innovation Sales 93

One Millimeter Mindset

NOVEMBER 14, 2018

Ultimately, each customer’s decision to continue doing business with us firmly is in the hands of all of those “someones” responsible for post-sale customer care, in one form or another. Most importantly, these someones are responsible for creating aggregated customer experiences critical to customer retention.

Customer Retention 65

Customer Retention Exercises Customer Care Survey 65

One Millimeter Mindset

NOVEMBER 22, 2018

Always with passion, purpose, impact and innovation. Starting in 2012, I realized that while my Sales Aerobics for Engineers® Blog continues to win awards, the blog focuses on far more than topics which are exclusively sales-related. And as anyone who works with me knows, I am not a sales trainer. And, more than that.

Customer Retention 67

Customer Retention Sales Consulting Conference 67

One Millimeter Mindset

AUGUST 22, 2018

Providing compelling speaking programs and workshops focused on professional innovation, workforce engagement and customer success for customer retention. Often, realizing the impact of their own self bias on their professional development gives audiences and workshop participants reason for Pause.

Exercises 51

Exercises Customer Retention Roadmap Innovation 51

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. You get the picture.

Strategy 51

Strategy Customer Experience Customer Retention Customers 51

One Millimeter Mindset

AUGUST 16, 2018

Who hasn’t met a sleezy and cheesy sales person? Aren’t all sales people the “same”? How many functional roles exist within sales? And besides, does everyone in sales sell used cars (apologies to the folks in automotive sales )? Start moving one millimeter forward towards professional innovation, today.

Automotive 50

Automotive Innovation Entertainment Sales 50

One Millimeter Mindset

JUNE 25, 2018

First, when sales people put on the pressure to fulfill their quarterly quota, clients go dark. Because chances are, end of quarter sales persistence represents the rare time the seller actually does contact that buyer. So much for “sticking close to the customer” for customer retention? More details here.

Customer Care 47

Customer Care Customer Retention Innovation Sales 47

One Millimeter Mindset

AUGUST 8, 2018

Think of the implications of this professional innovation strategy on customer success and customer retention. Instead, we evolve into innovators. My professional innovation goal is for clients to find us so compelling, that they ask us: “What do you think about this?” Then, click on this link. Contact me.

Customer Retention 53

Customer Retention Innovation Strategy Trends 53

One Millimeter Mindset

AUGUST 2, 2018

Businesses have a customer experience gap. I’ve spoken with many business owners, consultants, sales people or post-sales support professionals. Each individual I’ve spoken with is adamant that: “W e stick close to the customer to create great experiences.”. Do you know where your gap is located? Think about it.

Customer Experience 50

Customer Experience e-support Customer Retention Exercises 50

One Millimeter Mindset

OCTOBER 1, 2018

Solid professional habits, once honed and fine-tuned, create the customer experiences critical to customer success and customer retention. When we are not in functional positions which challenge us – and we are innovators – we get burned out, real fast. Not only that. Contact me. Subscribe to my blog.

Innovation 70

Innovation Customer Retention Leadership Sales 70

One Millimeter Mindset

SEPTEMBER 10, 2018

How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution? I recently became “that” disgruntled customer based on lack of leadership communication across the organization. At the same time. Listen to my video , here.

Leadership 61

Leadership Communication Customer Retention Sales 61

One Millimeter Mindset

AUGUST 6, 2018

Yet, unless we are designing, engineering, coding or selling a breakthrough innovation, customers continue to perceive us as commodities. When we have the opportunity to work directly with customers, customers really are not listening to what we have to say. with how we impact and innovate. On their behalf.

Innovation 50

Innovation Customer Retention Chatbots Customers 50

One Millimeter Mindset

AUGUST 13, 2018

Making Professional Zen a professional innovation goal allows us to create strategic order, rather than perpetuate tactical chaos. The goal of developing professional Zen is to create an ongoing customer experience. That is what customer retention is all about. and regard us as innovators. Think about it.

Customer Experience 53

Customer Experience Customer Retention Innovation Exercises 53

One Millimeter Mindset

JULY 5, 2018

And is this inconsistency reflected in the rate of customer churn and customer retention, mid year? Too many professionals wait until the official “numbers” are available to realize that they blew it with their customers. I do not need to be reminding you of best practices in customer experience and customer retention.

Customer Experience 44

Customer Experience Customer Retention Roadmap Innovation 44

GlowTouch

AUGUST 20, 2021

The Association made the announcement based on how GlowTouch helped a long-time client increase market share, per-customer revenue, and customer retention rates. The sales initiative was ushered in using chat as a communications channel, which was invaluable for engaging customers in real-time conversations.

First Call Resolution 52

First Call Resolution Contact Center Social Media Knowledge Base 52

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 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? I will be honored to customize my keynotes and workshops to your next event. Click on this link to find out more.

Customer Retention 75

Customer Retention Culture Consulting Innovation 75