ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Leadership Culture 91

Experience Investigators by 360Connext

FEBRUARY 1, 2022

After all, if you sell a product or service and customers buy that product or service, they are having an experience. If you’re not deliberately shaping their journey, it’s probably not a great experience. It most likely isn’t designed to build trust and loyalty throughout their journey.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

SurveySensum

FEBRUARY 29, 2024

Meet Neha, a talented employee who consistently met targets. Despite this, her job satisfaction plummeted due to a lack of recognition and support, resulting in a negative employee experience. This scenario underscores the critical link between employee satisfaction and overall organizational success. Well, it is!

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

Northridge Group

MARCH 8, 2024

To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty. The post International Women’s Day: A Closer Look at Some of the Women Who Drive NRG first appeared on Northridge Group.

Call Center 52

Call Center Customer Retention Loyalty Groups 52

Northridge Group

NOVEMBER 10, 2023

To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty. The post Data Analytics: The Key to Better Patient Acquisition first appeared on Northridge Group.

Analytics 52

Analytics Data Call Center Customer Retention 52

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

Happy or Not

OCTOBER 2, 2023

They’re more knowledgeable service providers, going the extra mile to meet customer needs. An engaged employee’s innovative thinking and commitment to success contribute to a brand’s image and reputation. Happy employees lead to high-quality service, giving the company a competitive advantage in the market.

Customer Service Representative 36

Customer Service Representative Customer Satisfaction Competitive Advantage Employee Engagement 36

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. John Formica Follow @JohnFormica.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

BirdEye

MAY 30, 2023

Once you enable your customers to provide their feedback, you’ll be able to identify opportunities to make your business better. Enhanced innovation User feedback can reveal areas where you’re falling behind in your market. Feedback keeps you in tune with innovations in your industry and competition.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

Happy or Not

JUNE 26, 2023

In this article, we explain how employee engagement affects business performance by improving employee performance, productivity, and customer service, reducing recruitment and training costs, and fostering collaboration and innovation. How does employee engagement affect customer satisfaction?

Employee Engagement 36

Employee Engagement Customer Satisfaction Engagement Effort Score 36

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability? Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D., Use the Data.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

Think Customers

DECEMBER 13, 2021

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Who wins with great CX?

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Think Customers

JULY 29, 2022

Detecting and understanding customer intent can give brands clarity into what a customer is trying to do beyond what they are saying or clicking on, whether it’s an upsell opportunity, a chance to deepen the customer relationship, increase customer retention, enhance a product or service, or something else.

Data 59

Data Apparel Automotive Tourism 59

Call Experts

JULY 17, 2019

Understanding the customer lifecycle is important. . Every company needs to identify the reasons behind its decay in customer retention rates. It is essential to do an honest assessment of all factors that contribute to customer retention. Impact of Customer Experience on Churn and Retention.

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

ShepHyken

OCTOBER 27, 2023

Her key focus is to serve her clients with the latest innovations in her field, leading to fast and effective results. Read Shep’s latest Forbes article: Customer Service And CX Are Not Just For People On The Front Line Srushti Shah is the Head of Product Marketing for Middleware.

Customer Experience 58

Customer Experience Sports Innovation Feedback 58

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

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

InMoment XI

AUGUST 19, 2024

Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty.

ROI 260

ROI Customer Experience Net Promoter Score Effort Score 260

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. It’s one thing to get the customer to come back.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

One Millimeter Mindset

AUGUST 4, 2020

Are you more innovative in response to the business ecosystem in which you operate? She is a card-carrying STEM professional and left-brain thinker specializing in cross-functional leadership, new product development and professional innovation. First, how has the quality of deliverables been impacted? Why is that?

Innovation 118

Innovation Leadership Communication Tools 118

One Millimeter Mindset

JANUARY 26, 2021

In working with leaders and teams on professional innovation and strategic business and human capital value, I spend a lot of time observing teams. Wrestling with how to collaborate more innovatively with colleagues and clients? Finally, silence is golden. Possibly for the first time. To get to where you really need to go.

Meeting 84

Meeting Leadership Innovation Consulting 84

One Millimeter Mindset

DECEMBER 24, 2020

Babette Ten Haken leverages purpose-driven storytelling for professional innovation, cross-functional leadership and trust-based client retention. One millimeter at a time. Wishing You Happy Holidays and a New Year filled with Hope and Purpose. Best regards, Babette.

Leadership 121

Leadership Innovation Industry Communication 121

Think Customers

MAY 13, 2020

1: Employee experience is a necessity. Creating moments that delight customers are crucial during the crisis, but employees need to be delighted too. The COVID-19 crisis is and will continue to be incredibly challenging; companies need to embrace the innovations happening now to create moments that truly matter.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

One Millimeter Mindset

DECEMBER 15, 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? Searching for a one-on-one catalyst to get you unstuck? Engage me to present a One Millimeter Mindset program! Delivered virtually or in-person.

Exercises 88

Exercises Innovation Leadership Report 88

One Millimeter Mindset

DECEMBER 17, 2020

As a result, they utilize their skills to anticipate and innovate for what is ahead, so you better serve clients together. Babette Ten Haken leverages purpose-driven storytelling for professional innovation, cross-functional leadership and trust-based client retention. Engage me to present a One Millimeter Mindset program!

Innovation 98

Innovation Leadership Industry Tools 98

One Millimeter Mindset

SEPTEMBER 3, 2020

Or have practical and historical insights to not only reduce costs, but also to introduce innovations. She is a card-carrying STEM professional and left-brain thinker specializing in cross-functional leadership, new product development and professional innovation.

Leadership 118

Leadership Innovation Meeting Course 118

One Millimeter Mindset

JANUARY 12, 2021

Plus, you waste the opportunity for creativity and innovation, together. Babette Ten Haken is a refreshingly extroverted STEM professional and skeptical thinker focused on intentional innovation. When you do not focus on being professionally understandable across the organization, you waste everyone’s time. Contact me here.

Innovation 84

Innovation Culture Leadership Meeting 84

One Millimeter Mindset

FEBRUARY 23, 2021

Is group-think more valued than creative tension and innovation? Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Are their collective voices complementary to yours?

Leadership 79

Leadership Innovation Consulting Course 79

One Millimeter Mindset

APRIL 20, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Engage me to present a One Millimeter Mindset program! Delivered virtually or in-person. Contact me here.

Company 79

Company Leadership Consulting Innovation 79

ijgolding

SEPTEMBER 21, 2015

Bell, author of The 9½ Principles of Innovative Service. Laced with powerful examples, pragmatic practices, and written with a poignant style, Smith and Milligan reveal the mysteries of long-term enterprise success.”. So add to your reading list now – ‘On Purpose’ is quite simply a ‘must read!!

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

Pink Guava

FEBRUARY 16, 2022

It would help draw focus on key metrics like customer retention, loyalty, and advocacy and lends you an opportunity to stand out in your competitive landscape. Hearing their concerns and being empathetic goes a long way in building customer loyalty and advocacy. Cx program and its governance are no different.

Leadership 19

Leadership Loyalty Government Metrics 19

One Millimeter Mindset

MARCH 23, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Engage me to present a One Millimeter Mindset program! Delivered virtually or in-person. Contact me here.

Leadership 76

Leadership Consulting Innovation Communication 76

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. Lisa Abbott. Rachel English. Sarang Bhatt.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ijgolding

MAY 14, 2015

The answer may be to develop and deliver innovative technology to the consumer. Taking the time to consider whether or not the purpose is well connected to the experience customers are having may prompt a review of how well the business is connecting its commercial goals with the goals it has defined (or needs to define) for its customer.

Connections 120

Connections Strategy Customer Experience Customers 120