Customer Bliss

DECEMBER 28, 2018

Employee Experience Trickles Down to Customers. She spoke directly to customers and the employees. Patricia mentioned that it was really important for her to be physically present with those whom she was collecting feedback from. Help the C-Suite Help Employees. Make it right the first time.

Telecommunications 141

Telecommunications Chief Customer Officer Call Center Government 141

ReviewTrackers

JULY 12, 2018

If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Organizations with strong employee branding have the ability to turn their employees into powerful brand ambassadors.

Brands 175

Brands Company Social Media Competitive Advantage 175

Customer Bliss

AUGUST 3, 2018

Like myself, Rob has seen the evolution of customer experience grow from the initial perception of customer service to a more holistic view of customer experience, inclusive of employee experience. Here are some key takeaways and insights that we discussed regarding CX evolution: Employee experience is CX.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ReviewTrackers

JUNE 22, 2020

If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point. But What is Employee Branding? Organizations with strong employee branding have the ability to turn their employees into powerful brand ambassadors.

Brands 114

Brands Company Social Media Competitive Advantage 114

One Millimeter Mindset

APRIL 28, 2020

Consider the professional story you communicate when you either are a spectator or an active virtual participant during meetings. How do you create virtual employee experiences and client experiences? You clearly communicate your professional story, whether you are consciously aware you are storytelling, or not.

Meeting 89

Meeting Video Conference Communication 89

Think Customers

MARCH 28, 2022

Adjust your perspective on strategies for gig workers to build programs that successfully engage your workforce and promote loyalty in a short-term work culture. Focus on flexibility The evolving state of the workforce presents employers with a new challenge: how to attract and retain workers. Other tips and best practices include: 1.

How To 105

How To Policies Tips Contact Center 105

ShepHyken

JANUARY 24, 2020

According to a study by Aberdeen , companies with engaged employees experience a 233% greater customer loyalty and 26% revenue increase. Engaged and empowered employees help your business reach new and greater possibilities with your customers. Bonus: Helping Staff “Be Themselves”.

Customer Service 129

Customer Service Employee Engagement Retail Culture 129

One Millimeter Mindset

APRIL 8, 2019

That is why business decision makers turn off and tune out presentations and communications from the left brain thinkers in your organization. Engage me to present a Storytelling for STEM Professionals and Left Brain Thinkers speaking program. . These professionals present a theory of what they think might happen, or not.

Communication 75

Communication Employee Experience Customer Retention Sales 75

Doing CX Right

AUGUST 12, 2020

There are many correlations because when employees feel satisfied, included, and cared for (like a happy spouse), they pay it forward. Their actions impact customer experiences and ultimately brand loyalty. Communicate. Communicate a lot! Present a united front. 10 WAYS TO ENHANCE YOUR RELATIONSHIPS.

Tips 105

Tips Loyalty Communication Connections 105

One Millimeter Mindset

SEPTEMBER 11, 2019

Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name. Before the first contextual slide ever is presented? Are you intentionally, or unintentionally, erecting communication barriers? I know I have. Think about it.

Employee Experience 71

Employee Experience Meeting Communication Engagement 71

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

ShepHyken

AUGUST 18, 2023

By tailoring interactions to individual needs, companies can strengthen customer loyalty and satisfaction. This round-the-clock availability enhances customer satisfaction and loyalty. Analyzing Customer Data for Improved Experiences AI can analyze vast amounts of customer data to identify patterns, trends, and pain points.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

Customer Guru

AUGUST 21, 2018

Michelli is an internationally sought-after speaker, New York Times bestselling author of business books “The Starbucks Experience”, “The New Gold Standard”, “Prescription for Excellence”, and “Driven to Delight”, and an organizational consultant. He specializes in customer experience strategies, customer service engagement, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Report 52

Report Airlines Healthcare Transportation 52

Beyond Philosophy

DECEMBER 5, 2017

Part of this customer-focus necessitates an Outside-In approach , i.e., participating in the experience as if you were a customer, to see what emotions your present experience evokes when, and how these moments affect the emotional outcome. Customer Experience Champions Should Champion Call Center Employees.

Call Center 111

Call Center Contact Center Training Study 111

inmoment

MARCH 12, 2020

While these communications are nice to hear, we do not think they resonate with customers as effectively as specific plans for maintaining safe environments. This strategy conveys a sense of security because the company has presented a solid plan that can be implemented immediately—versus developing a plan on the fly. The Bottom Line.

Customer Experience 93

Customer Experience Travel Tips Policies 93

One Millimeter Mindset

JUNE 3, 2019

If you are trying to get people to “Yes” and they keep telling you “No” or remain ambivalent about your communications, both written, verbal and visual, professional speak is hampering you. Is it time for your team to become more successful presenting during meetings of peers and cross-functional buyers, investors?

Communication 70

Communication Employee Experience Customer Success Meeting 70

One Millimeter Mindset

APRIL 16, 2020

By now, most of us are attending far more virtual meetings and presentations than we ever dreamed possible. Because the more virtual we become, the more our storytelling habits need to be recalibrated to provide a wall-to-wall experience for attendees. Incorporate these insights into your own presentations, moving forward.

Exercises 75

Exercises Communication Engagement Meeting 75

SurveySparrow

DECEMBER 29, 2023

This roadmap is designed to guide a company in creating a more satisfying and engaging customer experience, ultimately leading to increased customer satisfaction, loyalty, and business success. Why Build a Customer Experience Roadmap? SurveySparrow helps you measure customer loyalty and satisfaction using all these modules.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

One Millimeter Mindset

FEBRUARY 18, 2021

Even before you interview, your aspirational and relational goals are clearly communicated. What type of customer and employee experience will you create during your tenure? Over time, your resume chronology reinforces that you have held a number of similar positions as a retained and productive employee. Contact me here.

Leadership 79

Leadership Innovation Employee Experience Industry 79

One Millimeter Mindset

DECEMBER 9, 2019

After all, people have told each other stories ever since they learned to communicate with one other. Rather these stories showcase how you communicate and collaborate productively, profitably and purposefully outside of your professional discipline. Telling your story impacts employee experience and client experience.

Employee Experience 66

Employee Experience Communication Trends Engagement 66

Natalie Petouhof

AUGUST 15, 2022

They theorized that maximizing share of customer and then return on customer (increasing loyalty and revenue) depended on the efforts to elevate the customers’ trust. The strategy presented a clear window into a post-mass-marketing future and gave companies a playbook to create their own “share of customer.”.

Customer Experience 52

Customer Experience Average Handle Time Omni-Channel Policies 52

Hello Customer

MAY 15, 2023

Negative feedback loops Negative feedback loops are present when feedback negatively affects potential customers. So, listening to your existing customers to build loyalty will ultimately pay off. They are closely tied together, but in our opinion, communication and expectation management are easy ones to start with.

Feedback 52

Feedback Net Promoter Score Touchpoint Analysis 52

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences.

Analysis 260

Analysis Analytics Social Media Loyalty 260

One Millimeter Mindset

DECEMBER 10, 2020

Professional elitism remains a key root cause creating barriers to communication and collaboration across professional disciplines. Often, the quality of team outcomes is hampered by the quantity of professional exclusion present in team dynamics. Engage me to present a One Millimeter Mindset program! Contact me here.

Innovation 81

Innovation Consulting Meeting Leadership 81

Qualtrics

JULY 6, 2020

How can we take the lessons of the last few months and apply them to traditional drivers of employee experience (EX), whenever they resurface as focus areas? The organizations that have gone beyond top-down communications have seen greater success. Most organizations get an A-grade on the response.

Employee Experience 40

Employee Experience Employee Engagement Guidelines Feedback 40

One Millimeter Mindset

APRIL 11, 2019

Think of the implications of your actions, over coffee, on future employee experience and customer experience. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs. Her playbook of communication hacks, Do YOU Mean Business? Contact me here.

Exercises 59

Exercises Customer Retention Employee Experience Communication 59

One Millimeter Mindset

APRIL 15, 2021

You and your colleagues are moving forward towards what, continuously, presents as new and next each day. Engage me to present a One Millimeter Mindset program! Because as you collectively crawl out of your quarantine caves, into the light, you discover the business ecosystem is changed. So you reflect. Contact me here.

Leadership 96

Leadership Exercises Innovation Consulting 96

One Millimeter Mindset

MARCH 19, 2020

By reassessing professional relevance, you communicate and collaborate differently. Sometimes, in spite of your best efforts to hunker down in comfortable professional habits and mindset, scenarios present themselves. Initially, this shift in how you are comfortable communicating may make you professionally uncomfortable.

Consulting 83

Consulting Conference Communication Meeting 83

SurveySensum

MARCH 25, 2024

By presenting visitors, who are about to leave, with a compelling offer via popups, you can increase the likelihood of converting them into customers or subscribers. It presents users with a virtual scratch card that they can “scratch” to reveal a prize or discount.

Examples 52

Examples eBook Survey User Experience 52

One Millimeter Mindset

FEBRUARY 16, 2021

Second, how dependent are you on professional jargon to communicate your professional value to others? If you target creating more value across the organization, then “unlearn” professional communication habits. As a result, there is a give-and-take between the medium communicating the message. Track your efforts for a week.

Touchpoint 90

Touchpoint Leadership Innovation Communication 90

One Millimeter Mindset

APRIL 6, 2021

How do you plan on communicating the power of those certifications? Where the lines of communication and collaboration become professionally ambiguous. As you emerge into the post-pandemic global business ecosystem, soft skills are mission-critical to communicating cross-functionally. First, how will you talk the talk?

Leadership 77

Leadership Consulting Communication Innovation 77

One Millimeter Mindset

SEPTEMBER 9, 2019

What is the employee experience component of that story? In re-examining that story, and learning to story-tell during interviews, presentations and client interactions, engages people. Her playbook of communication hacks, Do YOU Mean Business? Because you are telling the story behind the work history on your resume.

Roadmap 66

Roadmap Sports Employee Experience Strategy 66

Avaya

SEPTEMBER 18, 2018

Critical here is the transformation of business communications for strengthening customer experience and improving key service measures like CLV, Customer Satisfaction, and Net Promoter Score. So, what does this communications transformation look like? Customers’ communication preferences vary, yet expectations remain the same.

Customer Experience 47

Customer Experience Net Promoter Score Contact Center Study 47

One Millimeter Mindset

JUNE 20, 2019

Consider your own employee experience with these clients? Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services. Her playbook of communication hacks, Do YOU Mean Business? Which is exactly what these clients want.

Employee Experience 74

Employee Experience Meeting Communication Customer Experience 74

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. Omnichannel Surveys Connect with your employees wherever they are, catering to their preferences.

Tools 52

Tools Feedback Analysis Survey 52

One Millimeter Mindset

SEPTEMBER 17, 2020

Rather than determining what voice is mission-critical on this particular team to foster successful communication and collaboration. So once again, the important ideas you communicate are diluted by the total volume of perceived noise you make during meetings. And consequently, the voice you become known for actually turns people off.

Exercises 106

Exercises Meeting Leadership Communication 106