InMoment XI

OCTOBER 23, 2024

With many customers considering switching banks, a positive customer experience can be the deciding factor in retaining them. Consistently providing exceptional service can strengthen loyalty and reduce the likelihood of customers looking elsewhere. This approach is crucial for driving loyalty.

Banking 195

Banking Customer Experience Effort Score Financial 195

DCX

OCTOBER 29, 2024

Get 30 day free trial —Welcome to the DCX Newsletter— Emotions Are Contagious Spread the Good Stuff: How to Flip the Mood Let’s Look at a Brand That’s Doing This Right Emotions Shape the Experience 3 Ways to Spread Positivity Today How to Run a Real-Deal Empathy Workshop Ever notice how a smile can turn your whole day around?

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 7: You plan a trip to visit the client in person for a two-day workshop to ensure success and implementation. You see what other freebies you can share to add additional value.

How To 136

How To Video Social Media Training 136

ShepHyken

DECEMBER 17, 2023

Also included are short summaries of the customer-centricity strategies from five of the most recognizable brands on the planet. Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme.

Customer Service 64

Customer Service Customer Centricity Loyalty Programs Culture 64

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 308

Customer Experience Customer Centricity Chief Customer Officer Culture 308

ECXO

SEPTEMBER 30, 2024

This fragmentation can deter customer loyalty and result in negative word-of-mouth. o Increased Customer Churn A poor experience can lead to higher customer churn rates. When expectations set by sales are not met due to internal misalignment, customers may choose to take their business elsewhere.

Sales 156

Sales Customer Experience Innovation Culture 156

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. What are the qualities of a customer-focused employee?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

ShepHyken

APRIL 18, 2023

Even if you’re selling a big machine to a factory, there are still expectations that are shaped by retail experiences with customer-focused companies like Amazon. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

B2C 66

B2C B2B Customer Service Training Retail 66

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. These are investments focused on your employees.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

DCX

JULY 30, 2024

Customer Service: The Frontline of Customer Centricity Customer Service is the face of your organization, often serving as the primary point of contact for customers. Their interactions can make or break the customer experience, directly impacting satisfaction, loyalty, and word-of-mouth referrals.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. Augie Ray Follow @augieray. Chip Bell Follow @ChipRBell. Jackie Huba Follow @jackiehuba.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

DCX

JULY 23, 2024

Last month, a CX Leader at another company confided in me, "I'm working 60-hour weeks, but I can't seem to move the needle on customer satisfaction." In fact, 78% of customer-focused professionals report struggling to prioritize work that truly benefits their customers. Her story isn't unique. Run "What If?"

Culture 52

Culture Innovation Touchpoint Policies 52

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. After all, it stems from the top!

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

One Millimeter Mindset

AUGUST 27, 2018

First, innovative customer experiences are created by Professionals of Worth who continuously listen to the voices of their client’s workforce. And then take customer-focused action. Becoming unforgettable means you focus on serving the long-term needs of the customer’s voice. Let’s explore. Contact me.

Innovation 86

Innovation Customer Experience Customer Retention Sales 86

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Long term that can be a mistake.

Industry 100

Industry Culture Metrics Hotels 100

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

Beyond Philosophy

JULY 17, 2017

If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great. When emotions are positive, you build loyalty and long-term value. But technology alone is never the answer. Royal Caribbean: Dream Vacations.

Technology 132

Technology Touchpoint Case Study Consulting 132

Seaton CX

MAY 16, 2024

When done correctly, the customer journey mapping process reveals the “Moments of Truth”—those critical interactions a customer has with your company that have an oversized impact on their experience and, ultimately, their loyalty. They didn’t discover anything new about customers!

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services. Liberate yourself from toxic professional stories. Planning your next corporate or association meeting? Contact me here.

Leadership 70

Leadership Conference Innovation Culture 70

One Millimeter Mindset

NOVEMBER 28, 2018

And while organizations talk the talk about being customer-focused, walking the walk falls short. However, busily-focused on completing the tactical assignments they equate to being customer-focused. Rather than creating strategically-positioned contributions to customer experience. Subscribe to my blog.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

Blake Morgan

MARCH 13, 2023

Each Rosewood property reflects the local culture and history and covers every possible detail a customer could need. Her innovation and customer focus helped Celebrity Cruises survive the pandemic and maintain its spot as one of the customer-favorite cruise lines in the world.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

One Millimeter Mindset

MARCH 18, 2019

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. On a weekly basis, at the very least. Then, take these next steps….

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

DECEMBER 13, 2018

It simply is a matter of understanding where to look, how to listen, the questions to ask, and then how to collaborate and translate into enduring, customer-focused stories. I will be honored to customize my keynotes and workshops to your next event. Right here, Today. Discover what is Possible, Tomorrow.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

One Millimeter Mindset

NOVEMBER 12, 2018

To showcase the real value we bring when serving customers, focus on the customer experience value of collaborative storytelling. 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.

Customer Retention 75

Customer Retention Culture Consulting Innovation 75

SurveySensum

JANUARY 11, 2024

Consequently, their ability to satisfy and delight customers also increases. It’s a clear example of how the right tools can transform the everyday workflow into a more efficient and customer-focused operation. This confidence is infectious and shows in how they handle customer queries and challenges.

e-support 52

e-support Culture Feedback Ecommerce 52

SurveySensum

APRIL 8, 2024

Authentic engagement with your audience builds community and brand loyalty. Additionally, leveraging email marketing to maintain direct communication with your customers will enhance your relationship with them, fostering loyalty and encouraging repeat business.

Strategy 52

Strategy Social Media Advertising Analytics 52

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. 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. And guess what?

Innovation 65

Innovation Customer Retention Consulting Culture 65

One Millimeter Mindset

JULY 30, 2018

In order to get a more complete picture of customer experience, consider the value of a customer-focused, collaborative and engaged workforce in “sticking close to the customer.”. When employees develop customer experience antennae, they become the keys to in-depth customer insights.

Strategy 48

Strategy Customer Experience Sales Survey 48

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Jeannie Walters. Joey Coleman.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Myra Golden

DECEMBER 19, 2017

Her personalization caused her to be completely unwilling to work with the customer. She didn’t want to discuss things, and she certainly didn’t want to give the customer an in-store credit. Taking things personally often is a demonstration of your loyalty to the company and your insistence on things being fair and right.

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 45

One Millimeter Mindset

JULY 19, 2018

Engage Babette Ten Haken to deliver some of the most distinctive and game-changing keynotes and workshops, finely tuned for today’s digitally transforming workplaces. As a result, they create remarkable, enduring and innovative customer-focused output and outcomes. Hit this link and let’s collaborate, shall we? Contact me.

Innovation 55

Innovation Customer Retention Engagement Industry 55

ChurnZero

MARCH 3, 2020

Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry. It’s also a great opportunity to meet and network with peers within the Customer Success community. Customer Success Around the Web.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

One Millimeter Mindset

DECEMBER 17, 2018

And subsequently lose sight of our customer-focus. However, understanding how we reacted to the stuff which derailed our customer-focus – in the past – smooths out performance inconsistencies moving forward. Hire me to speak or conduct a workshop at your next corporate or association event. What would you add to it?

Sales 66

Sales Customer Focused Customers Customer Experience 66

One Millimeter Mindset

JULY 18, 2018

Customers hear from your organization a lot, in addition to hearing from every other organization they do business with. Looking for a speaker or workshop on customer experience and customer retention for your next association or organizational meeting or event? Contact me and let’s get started collaborating!

Customer Experience 51

Customer Experience Strategy Customer Retention Customers 51

One Millimeter Mindset

SEPTEMBER 3, 2018

Also, professional experience focuses on how we have our customers’ backs. 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. Contact me.

Customer Retention 50

Customer Retention Innovation Sales Customer Experience 50

One Millimeter Mindset

DECEMBER 5, 2018

First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way. Fourth, how does an employee experience culture walk the talk, and walk the walk, as a collaborative customer-focused culture? Third, not all employees solve problems the same way.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

One Millimeter Mindset

DECEMBER 19, 2018

When you propose solutions to customers, both new and old, within this 18-month time frame, expectations about deliverables become more realistic. Measuring effectiveness of programs, services and return on investment becomes more strategically customer-focused. Consider the impact of this strategy on customer experience.

Customer Retention 73

Customer Retention Strategy Return on Investment Sales 73