ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Here are my top five picks from last week.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

ClearAction

NOVEMBER 11, 2022

Gratitude Grows Gains from Customer Experience Strategies Lynn Hunsaker. On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.),

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. It’s easy to TALK customer experience.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. Focus on Security and Privacy Security is naturally a top concern for customers using flexible workspaces, and so should it be yours.

Customer Experience 57

Customer Experience Sports Innovation Feedback 57

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers. Here are my top five picks from last week.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

One Millimeter Mindset

DECEMBER 8, 2020

Consequently each meeting becomes a turf war rather than a collaborative and innovative exchange. Consequently, this team persona leaves little opportunity for collaboration and innovation. Why remain an order-taker when you can evolve into an innovator? For starters, one or two individuals always must be “right.”

Innovation 115

Innovation Leadership Meeting Groups 115

One Millimeter Mindset

DECEMBER 15, 2020

If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. Where oh where do these internal customers live? One millimeter at a time.

Exercises 88

Exercises Innovation Leadership Report 88

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). The reason?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. has seen our client’s experience. WFH Insights.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

One Millimeter Mindset

SEPTEMBER 3, 2020

But also in acquiring and retaining customers. Or have practical and historical insights to not only reduce costs, but also to introduce innovations. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Not only in completing the project. And then, do you know what to do next?

Leadership 118

Leadership Innovation Meeting Course 118

Experience Investigators by 360Connext

NOVEMBER 3, 2020

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better.

Customer Journeys 143

Customer Journeys Tips Net Promoter Score Leadership 143

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Survey Employee Engagement 52

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. How is value maximized?

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

One Millimeter Mindset

FEBRUARY 4, 2021

Can you afford to continue to jeopardize customer experience and customer retention due to how you currently deal with “No”? Babette Ten Haken is a refreshingly extroverted STEM professional and skeptical thinker focused on intentional innovation. In Chapter 2 of my book, Do YOU Mean Business?

Leadership 81

Leadership Innovation Consulting ROI 81

Innovative CX

MAY 6, 2020

Nothing could have prepared us for the pandemic crisis we are in today and its impact on the customer, employee, and student experience. Rather than being able to rely solely on the lessons of the past, we are literally defining the experiences as we go, every minute of every day. Not the dot.com bust in the 2000’s.

Customer Experience 59

Customer Experience Customer Journeys Financial Customer Expectations 59

Quadient

JULY 25, 2022

Customer Journey Map Examples & Templates. Since every customer's journey is unique and every business has unique customer experience (CX) goals, there is no one-size-fits-all customer journey map example. Why are customer journey map examples useful? Types of Customer Journey Maps. j.shah-thiel.

Customer Journeys 52

Customer Journeys Examples Touchpoint Case Study 52

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.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

One Millimeter Mindset

JUNE 2, 2020

Contact me here to discover and discuss how I can best serve you with my keynotes, breakout sessions and workshops. Rather, the stories you tell are honest stories about how you and they wrestle with uncomfortable decisions leading to risky yet innovative results. Tell the Stories Employees and Clients really need to Hear.

Conference 80

Conference Communication Innovation Tools 80

One Millimeter Mindset

DECEMBER 10, 2020

That is where your team’s most important voice of the customer insights reside: out of sight from the rest of the team. How might your own professional innovation be liberated from unconscious professional exclusion? You just need to develop the skills to lead more innovatively, no matter where you sit around the table.

Innovation 81

Innovation Consulting Meeting Leadership 81

ECXO

OCTOBER 5, 2023

Explore These Amazing Learning Opportunities for Your Organization.​ The best training in the world of Customer Experience is now available at ECXO. Fine-tune your wisdom for influencing leaders’ and employees’ mindsets, policies, decisions and actions.

ROI 52

ROI Video Government Leadership 52

One Millimeter Mindset

MAY 28, 2020

And why remain regarded as an order-taker, when you can become an innovator? Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Take these next steps to get started. Planning your next team, corporate or association meeting? Delivered virtually or in-person. Contact me right here.

Entertainment 89

Entertainment Meeting Leadership Groups 89

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

One Millimeter Mindset

JANUARY 21, 2021

Which is what you and I address, together, in my keynotes, workshops and mastermind program s. Searching for a one-on-one catalyst for professional innovation and cross-functional leadership? Babette Ten Haken is a refreshingly extroverted STEM professional and skeptical thinker focused on intentional innovation.

Leadership 81

Leadership Return on Investment Innovation Groups 81

One Millimeter Mindset

MAY 23, 2019

I speak on how professional purpose is the key to professional innovation. Developing purpose-driven professional innovation starts by taking another solid look at those professional stories. Lead a more employee- and customer-focused workforce. Leverage co-created stories to better serve each other, and your customers.

Leadership 70

Leadership Conference Innovation Culture 70

Dapresy

APRIL 14, 2020

Let’s start off by noting some key trends we could expect in market research, customer experience (CX), and employee experience (EX): Customer and market research studies will continue to provide businesses with insight during these unprecedented times. Organize company-wide online workshops. KEY TRENDS.

Data 98

Data Study Report Meeting 98

One Millimeter Mindset

AUGUST 25, 2020

Consider how to better honor the voices of your internal customers: your colleagues. The stories you co-create today become part of the innovation of everyone’s future professional trajectory. Next, recognize that everyone has professional choices to make and roles to play, no matter how big or how small.

Healthcare 87

Healthcare Communication Innovation Tools 87

One Millimeter Mindset

SEPTEMBER 15, 2020

Thus, you are perceived as an innovator and contributing revenue-generator. However, when the only question colleagues ask is the second question, then chances are you are regarded as order-taker rather than innovator. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups.

Resources 86

Resources Leadership Innovation Tools 86

One Millimeter Mindset

MAY 12, 2020

And an innovator rather than an order-taker? As essential innovators and revenue generators. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. Build trust.

Resources 82

Resources Innovation Communication Sales 82

One Millimeter Mindset

DECEMBER 3, 2020

I specialize in professional innovation, cross-functional leadership and client retention. Why remain an order-taker when you can develop into an innovator and revenue-generator? Together with professionals like you, I translate across communication and collaboration disconnects separating people and professional disciplines.

Leadership 86

Leadership Innovation Resources Culture 86

One Millimeter Mindset

SEPTEMBER 17, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. She is a card-carrying STEM professional and left-brain thinker specializing in cross-functional leadership, new product development and professional innovation. One Millimeter Mindset. Delivered virtually or in-person.

Exercises 106

Exercises Meeting Leadership Communication 106

Strativity

APRIL 24, 2017

On the other hand, organizations who consistently update and innovate their onboarding programs have seen major advantages and are likely to be better positioned to respond to employee and marketplace trends because they have their fingers on the pulse of what is currently happening in the marketplace.

Customer Journeys 55

Customer Journeys Employee Experience Consulting Video 55

ShepHyken

JUNE 5, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

Russel Lolacher

JANUARY 12, 2021

A few years ago, I was attending a cross-organizational workshop that was meant to help foster different ways of thinking from leadership, specifically around innovation and future planning. Though she applies it for the customer relationships, I have found it’s just as important for the employee one.

Employee Engagement 59

Employee Engagement Culture Innovation Communication 59

Strativity

APRIL 24, 2017

On the other hand, organizations who consistently update and innovate their onboarding programs have seen major advantages and are likely to be better positioned to respond to employee and marketplace trends because they have their fingers on the pulse of what is currently happening in the marketplace.

Customer Journeys 40

Customer Journeys Employee Experience Consulting Video 40