ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. And, its customers are loyal.

Customer Service 83

Customer Service Retail Customer Retention Loyalty 83

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

DECEMBER 3, 2023

Used the right way, it may even help you create more tailored and personalized customer experiences! Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover.

Customer Service 64

Customer Service Loyalty Programs Loyalty Customer Service Training 64

ShepHyken

JUNE 23, 2024

Customer Loyalty Matters More Than Ever. Rewarding That Loyalty Is Mandatory. Rewarding That Loyalty Is Mandatory. My Comment: This is an interesting article on customer loyalty programs. 3) Tracking customer loyalty boils down to math. Traditional loyalty programs are based on transactions.

Customer Service 70

Customer Service Loyalty Programs Chatbots Loyalty 70

ShepHyken

AUGUST 4, 2024

9 Must-Know Customer Loyalty Statistics for 2024 by Achille Traore (BusinessCloud) In today’s competitive market, retaining customers is as crucial as attracting them. Brands are now investing heavily in loyalty programmes to keep customers coming back. Here is an interesting list of nine customer loyalty stats.

Customer Service 83

Customer Service Airlines Policies Advertising 83

ShepHyken

OCTOBER 1, 2023

Total experience transformation: Five strategies for a seamless customer and employee experience by Ron Shamah (Fast Company) Employee and customer experiences have an inherent overlap—one does not exist without the other. My Comment: What I’m about to write may lead you to believe I don’t like this article.

Customer Service 70

Customer Service Contact Center Average Handle Time Customer Service Strategies 70

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. High levels of customer satisfaction, loyalty and advocacy are built on well-designed user experiences; products and services that customers want and need. The reason? What could you do better?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Second to None

SEPTEMBER 3, 2024

The Importance of Great Customer Experiences Before delving into the fundamentals, it’s important to understand why great customer experiences matter. Simply put, a positive customer experience can lead to increased customer satisfaction , improved customer loyalty, positive word-of-mouth, and ultimately, business growth.

Customer Journeys 62

Customer Journeys Customer Experience Loyalty Feedback 62

Experience Investigators by 360Connext

FEBRUARY 9, 2021

These are investments focused on your employees. Strategic communication around CX foundations – defining the customer experience for your organization and how each employee plays a role. Workshops and training for both employees in general and for specific groups.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

MARCH 18, 2024

And beyond loyalty is a brand fan. 2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience.

Customer Service 86

Customer Service Government Employee Experience Video 86

ShepHyken

OCTOBER 29, 2023

Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers. My Comment: True customer loyalty is a gift.

Customer Service 70

Customer Service Loyalty Programs Ecommerce Loyalty 70

ClearAction

NOVEMBER 3, 2023

Your CX team doesn’t have access to all the data for this issue, but this past month, this issue caused these costs: $30K returns, $12K credits, $8K discounts, $6K loyalty incentives, $4K technologies to address it, and $80K lost sales. Every work group got their own workshop, and they each made 2 action plans.

ROI 62

ROI How To Groups Course 62

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Strategy 259

Strategy Customer Experience How To Consulting 259

Calabrio

MAY 10, 2019

In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress. How Superior Employee Experience Drives Superior Customer Experience. Thursday, 23 May 10:45 am.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. Arie Goldshlager Follow @ariegoldshlager.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? Let's go back to listening to employees and improving the employee experience.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

One Millimeter Mindset

APRIL 28, 2020

How do you create virtual employee experiences and client experiences? During my last virtual workshop last week, I held up the furry bedroom slippers I wore. Contact me to learn more about bringing one of my virtual keynotes, workshops and presentations to your next meeting. One millimeter at at time.

Meeting 89

Meeting Video Conference Communication 89

Lumoa

APRIL 24, 2018

The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences." Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. Which leads me to….

Culture 167

Culture Airlines Call Center Customer Centricity 167

ClearAction

JANUARY 8, 2024

More expense to retain customers: loyalty incentives, customer success, etc. Anything you do that bothers employees or partners costs you! ” This reaction is essential for generating CX ROI. Employee experience and partner experience insights are used by customer-centric organizations with urgency to resolve root causes of gaps.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

DCX

JULY 30, 2024

Their interactions can make or break the customer experience, directly impacting satisfaction, loyalty, and word-of-mouth referrals. By prioritizing customer value over short-term gains, Sales becomes a key driver of sustainable growth and customer loyalty.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 62

Customer Experience Sports Innovation Feedback 62

One Millimeter Mindset

DECEMBER 15, 2020

Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. If everyone is an internal client of everyone else in your organization, then who are your customers? First, they create top-of-mind lists of internal clientele they serve.

Exercises 87

Exercises Innovation Leadership Report 87

One Millimeter Mindset

JUNE 2, 2020

Contact me here to discover and discuss how I can best serve you with my keynotes, breakout sessions and workshops. Tell the Stories Employees and Clients really need to Hear. I’d love to bring that timely and relevant keynote, breakout session, workshop to your next team, organization, or conference table. Build trust.

Conference 80

Conference Communication Innovation Tools 80

One Millimeter Mindset

SEPTEMBER 10, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Leadership 89

Leadership Course Meeting Communication 89

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. Or worse, something in-between.

Sales 68

Sales Customer Confidence Touchpoint Communication 68

One Millimeter Mindset

DECEMBER 9, 2019

Telling your story impacts employee experience and client experience. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or Storytelling Master Classes. Across the organization and throughout your clients’ organizations, as well. Take the next steps.

Employee Experience 66

Employee Experience Communication Trends Engagement 66

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

BlueOcean

DECEMBER 13, 2022

Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? loyalty programs on average. Ulta tells a similar story— 95% of their revenue comes from their loyalty program members. The data is clear—loyalty pays… but it is often harder to achieve than it looks.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ClearAction

JANUARY 6, 2021

You are a customer of many companies as an individual consumer: you know that your experience begins far before an interaction and ends when you no longer have the need for a type of solution. Similar disagreement would occur with the idea that your employee experience equals HR’s resolution of your complaints.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

One Millimeter Mindset

MAY 28, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Entertainment 89

Entertainment Meeting Leadership Groups 89

One Millimeter Mindset

MAY 26, 2020

Babette Ten Haken’s One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. So you build trust and lead to retain employees and clients.

Exercises 113

Exercises Communication Measurement Tools 113

One Millimeter Mindset

DECEMBER 5, 2018

However, do engaged employees, effectively and impactfully, pay employee experiences forward? First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way. Third, not all employees solve problems the same way.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

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. Which is exactly what these clients want. In fact, they are hoping you will cave into their behavior.

Employee Experience 74

Employee Experience Meeting Communication Customer Experience 74