Lumoa

MAY 5, 2022

It can open up new opportunities, additional sales and long-term customer relationships. Developing CX leadership requires collaboration and communication with customers, employees, and partners. Innovation and development happen best through people who bring different skills and perspectives to the same room.

Strategy 277

Strategy Customer Experience How To Analysis 277

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership Communication Industry Knowledge Base 71

Experience Investigators by 360Connext

JUNE 13, 2023

Yet traditional marketing goes up to the sale. Customer experience requires attention, discipline, and meaningful leadership. It operates as a centralized hub responsible for developing and disseminating best practices, providing guidance, and fostering innovation in customer experience across the organization.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

One Millimeter Mindset

AUGUST 23, 2018

Do management and leadership address these factors with you? Once they consummate the sale, and the contract is signed, they hunt up their next deal. Then, post-sales customer support teams often find themselves in fire-fighting mode. Not how awesome the pre-sale activities and customer courtship are. Every now and then?

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

One Millimeter Mindset

JULY 9, 2020

Professionals involved in the post-sale care and feeding of newly-acquired customers. First, these post-sale people offer clients insight into what’s next and what’s new in your company’s product, service, and system offerings. But, because of the post-sale support continuum and new product innovation your company offers them.

Company 96

Company Sales Leadership Innovation 96

One Millimeter Mindset

SEPTEMBER 24, 2018

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? Reinforcing a hopscotch client retention strategy reinforces “the same” rather than providing the palette for innovation. If not today, tomorrow? At this particular time? What are your next steps?

Strategy 213

Strategy B2C Customer Retention B2B 213

One Millimeter Mindset

JANUARY 21, 2021

The object is to justify investment in the project (or sale) based on anticipated outcomes. When I work with individuals and teams to build their cross-functional leadership skills, we address everything of value which is overlooked in “doing” their jobs. Easy- peasy. Maybe not so much as we move forward together in 2021.

Leadership 81

Leadership Return on Investment Innovation Groups 81

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. Often, this falls into the marketing and/or sales departments. At the heart of business growth is a marketing and sales strategy.

Customer Service 59

Customer Service Loyalty Programs Loyalty Customer Service Training 59

Clarivate

MAY 12, 2022

Attendee favorites included: Building a Better Society Through Brands focused on sustainability ; Innovation and the Future of IP focused on new technologies impacting brands; and The Business of Brands focused on commercialization and the role of brands in business. INTA workshops and panels.

Meeting 52

Meeting Leadership Analysis Innovation 52

One Millimeter Mindset

SEPTEMBER 12, 2018

Or, the biz card or professional profile on LinkedIn is full of marketing and sales spiel and lingo which appears light-hearted and almost self-deprecating, with pseudo-titles created for what they do. Did you know that my keynotes and workshops are tailor-made for the professional peacocks in your life?

Customer Experience 118

Customer Experience Social Media Innovation Sales 118

Experience Investigators by 360Connext

APRIL 25, 2023

When leading workshops with leaders, I often start with a simple exercise. Leaders resist innovation around customer experience when they think it’s a trade-off between profitability and something they define as “soft.” And part of this is evaluating leadership, too. Tell me about your last interaction with a customer.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Experience Investigators by 360Connext

JANUARY 5, 2021

Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic. In workshops , I start with a “recent customer profile” exercise to highlight how easy it is to get far away from actual customers. Many organizations started as a “sales” culture.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

eGain Blogs

OCTOBER 29, 2021

New innovative and collaborative technologies have been tested and improved to support new models and processes while people have found new ways to socialize and build relationships – all important developments for strong knowledge sharing in the organization. “Be Post-facto catch up of the missing sessions.

Connections 93

Connections Conference Innovation Customer Engagement 93

One Millimeter Mindset

SEPTEMBER 17, 2018

Then take a look at my latest speaking programs and workshops. . What do we plan to do, differently, Tomorrow and in the Future? Yesterday’s strategies were not created for today’s digitally transforming, customer environments? Her professional speaker profile appears on the espeakers platform. is available on Amazon.com.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

Oracle

MARCH 1, 2021

Female innovators in CX technology have shaped the field since the earliest days and continue to create change and exciting new experiences, technology, and ideas. One of the most innovative voices in CX research today is Dr. Tami Kim, an assistant professor of marketing at the Darden School of Business. Well, here it is!! Let’s go!!!

Technology 81

Technology Advertising Customer Experience Professionals Innovation 81

One Millimeter Mindset

AUGUST 29, 2018

Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution? Now, the last thing sales people want to hear about is that there is a last thing they have to remain vigilant about. Not the last thing in a sales close “To Do” list.

Customer Retention 60

Customer Retention Strategy Customer Experience Comparison 60

One Millimeter Mindset

OCTOBER 13, 2020

And then decide whether opportunities exist for new product development and innovation. Or the current innovation on the drawing board, even if it is a minimum viable concept. Not just over the sales cycle or the duration of the project. If so, do you watch over-eager salespeople, pre-sales engineers and engineers transform?

Automotive 93

Automotive Healthcare Innovation Sales 93

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. Will you have senior leadership involved in your account?

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

One Millimeter Mindset

SEPTEMBER 29, 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. Delivered virtually or in-person. Contact me here.

Meeting 86

Meeting Leadership Training Tools 86

One Millimeter Mindset

OCTOBER 15, 2018

Is this company “poised to move to the next level” simply because their sales team had a few good years? Alternatively, their education and certifications scream out a completely different skill set than the leadership track they so desperately want to target. This is the point where Who We Are as Professionals of Worth kicks in.

Roadmap 142

Roadmap Customer Success Leadership Customers 142

Experience Investigators by 360Connext

MARCH 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

One Millimeter Mindset

MAY 5, 2020

How will you move one millimeter beyond comfortable sales, design and engineering tactics? To reposition yourself as an innovator. Nowadays, continuing to do tactical things the same way and expecting different strategic results is relentlessly unforgiving. That’s a big price to pay for maintaining the status quo, don’t you think?

Strategy 95

Strategy Sales Communication Innovation 95

C Space

JULY 15, 2021

68% of C Space employees are female (rising to 71% of employees in leadership roles, Director and above). Prior, she had been President of the C Space business in North America for 4 years and spent a decade spearheading the company’s sales and marketing efforts. DeVlieger was named Global CEO of the C Space business in February.

Culture 52

Culture Leadership Policies Analysis 52

One Millimeter Mindset

OCTOBER 1, 2018

When we are not in functional positions which challenge us – and we are innovators – we get burned out, real fast. Over time, well-developed professional habits catalyze professional innovation and client success. Understanding what each of us brings to our organization’s table, day after day, catalyzes professional innovation.

Innovation 70

Innovation Customer Retention Leadership Sales 70

One Millimeter Mindset

SEPTEMBER 26, 2018

One of my clients is an Industry40 small custom fabricator with a sales force of two: the CEO and the General Manager. Over time, the CEO left business development and sales in the hands of his General Manager. As a result, leadership is sentimental about retaining them. Think about an entire client base full of them.

Leadership 71

Leadership Travel Sales Innovation 71

ClientSuccess

NOVEMBER 20, 2020

Whether you’re looking for networking opportunities, product recommendations and education, or thought leadership and education, conferences are a great way to achieve just about any of these goals. A perennial favorite, the NGCX conference is all about innovation, digital transformation, and inspiration.

Conference 52

Conference Customer Success Chief Customer Officer Leadership 52

One Millimeter Mindset

MAY 12, 2020

And an innovator rather than an order-taker? When they realized their professional value involves more than sales scripts, tactical to-do lists, and algorithms. As essential innovators and revenue generators. Because colleagues and clients ask themselves that same question as they move forward towards What’s Next. Build trust.

Resources 82

Resources Innovation Communication Sales 82

Verint

DECEMBER 28, 2017

When I started this blog in 2009, I focused on the thorny issues involved with communicating across the sales-engineering interface®. The post-sale care and feeding of customers is relegated to just about everybody who had zero to do with acquiring these customers. Customer Unretention Syndrome results from 4 Sales Achilles Heels.

Customer Retention 36

Customer Retention Leadership Sales Innovation 36

One Millimeter Mindset

SEPTEMBER 20, 2018

As their leadership communication strategy. Over time, their leadership style compromises the growth of their own organizations. Over the course of each quarter, we naturally gravitate to our preferred list of demanding customers: the ones who bring out our best performance and innovation. All the time. Sound familiar?

Strategy 70

Strategy B2C Leadership Customer Retention 70

Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. He has vast experience in driving profitable sales growth through more loyalty-inspiring customer experiences.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. Lincoln is a Customer Success Consultant, keynote speaker and co-author of the book “Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue”.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

One Millimeter Mindset

SEPTEMBER 27, 2018

Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4. 2 Ways We create Innovatively Unforgettable Customer Experiences. Hire me to speak or conduct a workshop at your next corporate or association event. Feel free to share and discuss with your colleagues!

Customer Retention 70

Customer Retention B2C B2B Innovation 70

Customer Alignment

MARCH 2, 2018

Although she came from a customer facing sales environment, she sought guidance on how she might hit the ground running if she decided to take up this new role. Establish the blueprint in a collaborative hands-on workshop (series of workshops) and ensure that it is linked to the overall business strategy.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Experience Investigators by 360Connext

MAY 20, 2015

They are the innovators. Keynotes, Coaching and Executive Workshops. Their leadership team is made up of people who are working together and leaving egos at the door. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

One Millimeter Mindset

NOVEMBER 1, 2018

As a result, it takes something drastic, like increased employee, member or customer churn, to make leadership finally react. Interested in my keynote and workshop on How a Collaborative Workforce owns Business Growth for your next association or organization meeting? However, they have no idea what each other “does.”

Customer Retention 73

Customer Retention Exercises Touchpoint Leadership 73

Confirmit

SEPTEMBER 22, 2019

We are proud to share the success stories of such innovative and people-centric teams. The program includes self-directed learning, workshops and specific business challenge scenarios, all designed to build a robust talent pipeline and strong sales function expertise.

Multi-Channel 40

Multi-Channel NPS Travel Case Study 40

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. Hire me to speak or conduct a workshop at your next corporate or association event. That is where our value to our customers resides.

Customer Retention 65

Customer Retention Exercises Customer Care Survey 65