eglobalis

SEPTEMBER 16, 2024

For instance, automating routine tasks such as order processing or client onboarding can save hundreds of employee hours, as seen in the Blue Cross Blue Shield case, where digital transformation reduced back-office work by 80%. Conclusion: Challenges and Execution Tips Implementing a B2B CX strategy is not without challenges.

B2B 382

B2B Strategy Customer Experience Customer Journeys 382

Experience Investigators by 360Connext

JANUARY 7, 2025

Your CX strategy should reflect where your organization currently stands with its customer experience and define a clear vision for where you can go next. A well-defined CX strategy can help you drive tangible business outcomes: Greater customer retention, a stronger brand reputation, and faster revenue generation.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Check In: Review customer feedback and discuss any key customer experience metrics. . This is a good time to address processes around customer feedback, too.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 195

ROI Insurance Tips Healthcare 195

One Millimeter Mindset

MARCH 28, 2019

Each of us has a customer retention superpower. And our unique qualities, actions, beliefs and behaviors keep customers glued to our sides, year after year. Our customer retention superpowers are more than attaining functional expertise and excellence in our current professional position. What are yours?

Customer Retention 64

Customer Retention Communication Customers Sales 64

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Customer Centricity CEM Social Media 110

CX Journey

JANUARY 31, 2018

Your outcomes may be customer retention, account growth, new business through referrals, culture change, etc. If company leadership isn't on board with the change, then forget it; it won't happen. Benefits might include cost savings and other efficiencies. And establish the burning platform. Get executive commitment.

CEM 164

CEM Management Government Culture 164

CX Journey

OCTOBER 3, 2017

there was a company that was losing employees, customers and, ultimately, money. the leadership team became more and more frustrated, not understanding what was happening. they hired a Chief Customer Officer and a Chief People Officer. Once upon a time. But, one day. But, one day. Because of that. Because of that.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

SurveySparrow

FEBRUARY 5, 2021

To our surprise, over 85% gave “customer retention” as their answer. Yes, they all stated the pandemic disrupted their customer network and retaining them became an enormous problem. And in between all that, businesses started losing customers, that too the loyal ones. Customer Retention Tip: Do Whatever It Takes!

Customer Retention 52

Customer Retention How To Social Media Customers 52

InMoment XI

NOVEMBER 15, 2023

Customer Churn Rate : Customer churn rate quantifies the percentage of customers who stop using a company’s product or service over a specific period, helping businesses gauge customer retention and identify potential issues.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

ijgolding

SEPTEMBER 7, 2015

Increasingly, businesses are looking to deploy eNPS – the Employee Net Promoter Score – but is it the best metric to understand how employees ‘feel’? Stefan Osthaus is a hugely knowedgable Customer and Employee Experience Specialist. Figure 4: Examples of KPIs contributing to the GPI.

Net Promoter Score 120

Net Promoter Score NPS Measurement Employee Experience 120

ProProfs Chat

SEPTEMBER 17, 2021

They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more. What is Employee Experience?

Employee Experience 52

Employee Experience Gamification e-support Survey 52

Northridge Group

JANUARY 28, 2025

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs.

Management 64

Management Consulting Customer Retention Loyalty 64

Beyond Philosophy

OCTOBER 21, 2014

Furthermore, employee training should include a way to identify different types of customers and adapt their Customer experience in a way that best addresses their type’s needs and expectations for the experience. Define your desired Employee experience.

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

ShepHyken

AUGUST 14, 2023

When you create content that answers your customers’ questions, you’re also (potentially) creating an SEO-optimized piece of content that could bring you new customers. It is essential to the success of a business because it demonstrates the organization’s ability to cultivate strong customer relationships and customer loyalty.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

One Millimeter Mindset

JANUARY 28, 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 |. Instead, let your creativity, critical thinking, and leadership skills co-develop together, one millimeter at a time.

Innovation 120

Innovation Leadership Consulting Tips 120

ijgolding

SEPTEMBER 21, 2015

Patrick Dempsey OBE. MD Whitbread Hotels & Restaurants.

Brands 120

Brands Customer Experience Chief Customer Officer Airlines 120

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

One Millimeter Mindset

DECEMBER 24, 2020

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

Leadership 121

Leadership Innovation Industry Communication 121

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”? Instead, let your creativity, critical thinking, and leadership skills co-develop together, one millimeter at a time. In Chapter 2 of my book, Do YOU Mean Business? Contact me here.

Leadership 81

Leadership Innovation Consulting ROI 81

Beyond Philosophy

OCTOBER 21, 2014

Furthermore, employee training should include a way to identify different types of customers and adapt their Customer experience in a way that best addresses their type’s needs and expectations for the experience. Define your desired Employee experience.

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

One Millimeter Mindset

DECEMBER 8, 2020

My role as a skeptical critical thinker and facilitator for intentional innovation allows me to help individuals and teams grow their cross-functional leadership voices. I specialize in professional innovation, cross-functional leadership and client retention. Moving forward into 2021, what team role do you intend to play?

Innovation 114

Innovation Leadership Meeting Groups 114

ClearAction

NOVEMBER 11, 2022

Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day. And that’s great for experience leadership! Your Marketing team supports customer retention in balance with customer acquisition.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

One Millimeter Mindset

SEPTEMBER 3, 2020

She is a card-carrying STEM professional and left-brain thinker specializing in cross-functional leadership, new product development and professional innovation. Babette Ten Haken translates across unprofitable and unproductive communication and collaboration disconnects between the business-operations continuum.

Leadership 118

Leadership Innovation Meeting Course 118

ShepHyken

OCTOBER 2, 2023

It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company. Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention.

Competitive Advantage 88

Competitive Advantage Customer Retention Leadership Customers 88

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

One Millimeter Mindset

AUGUST 4, 2020

She is a card-carrying STEM professional and left-brain thinker specializing in cross-functional leadership, new product development and professional innovation. Babette Ten Haken translates across unprofitable and unproductive communication and collaboration disconnects between the business-operations continuum. Contact Babette here.

Innovation 118

Innovation Leadership Communication Tools 118

Playvox

FEBRUARY 13, 2023

It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. With a full investment in quality management, your customer support center can keep KPIs, customer retention, and revenue on track and become a mainstay of customer experience.

Contact Center 78

Contact Center How To eBook Multi-Channel 78

One Millimeter Mindset

MARCH 11, 2019

This stereotype represents their aggregated employee experiences working with STEM professionals and other left brain thinkers. These aggregated non-technical stakeholder experiences often are neither constructive nor pleasant. And take your seat at the leadership table? Spoiler alert here. So that you can move forward?

Customer Retention 58

Customer Retention Leadership Strategy Employee Experience 58

One Millimeter Mindset

SEPTEMBER 10, 2020

Shared conversations around professional overwhelm and exhaustion – like the one you and I are having today – are key elements leadership. A leadership focus recognizing our greatest strengths arrive in those one millimeter moments which find us when we least expect them to. Socially distanced, of course.

Leadership 89

Leadership Course Meeting Communication 89

Qualtrics

NOVEMBER 20, 2020

And beyond that, it’s connected up the dots to see how improving employee experience can impact customer retention and satisfaction. Now we’re using these insights as a powerful blueprint for delivering for employees and customers,” says the company’s head of colleague experience. Download Now.

Employee Experience 26

Employee Experience Banking Connections Customer Experience 26

One Millimeter Mindset

JANUARY 26, 2021

Making a few, one millimeter mindset changes can liberate you from habits and mindset which confine rather than expand your cross-functional leadership trajectory. Instead, let your creativity, critical thinking, and leadership skills co-develop together, one millimeter at a time. Contact me here. Let’s get started!

Meeting 84

Meeting Leadership Innovation Consulting 84