One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? How will your own HR leadership conversations qualify and quantify the value of change? And continue building a culture of HR leadership conversations. The post Which HR Leadership Conversations Are Really Needed Today?

Leadership 86

Leadership Innovation Resources Culture 86

ShepHyken

APRIL 22, 2024

Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. This is a transcript of an episode from Fortune’s Leadership Next podcast. There are some great nuggets of CX leadership wisdom here. Connect with Shep on LinkedIn.

Customer Service 86

Customer Service Self Service Tips Contact Center 86

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. We typically assist our clients in team development through ongoing coaching, hands-on workshops, and specific training.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Lumoa

JANUARY 31, 2023

At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. It makes it a lot easier to mobilize the company if a customer experience metric is followed up at the leadership level, along with the other key performance indicators. Customer experience management is a consistent process.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. My Comment: This week’s TOP FIVE roundup has a theme: Customer Loyalty.

Net Promoter Score 77

Net Promoter Score Loyalty Programs Customer Service Ecommerce 77

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. As degradation of services became more frequent, I exercised leadership communication. Or it showcases collaboration gaps. And here’s the thing.

Leadership 61

Leadership Communication Customer Retention Sales 61

ECXO

AUGUST 14, 2024

The Real-World Consequences The impact of stress on decision-making is not just theoretical; it has real-world implications across various domains: – Business and Leadership: Leaders and managers under stress may make hasty decisions without thoroughly considering the consequences.

Exceptional Customer Service 231

Exceptional Customer Service Exercises Training Financial 231

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Customer experience will happen whether or not you talk about. 15 Tips to Help You Communicate About Customer Experience 1.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ECXO

SEPTEMBER 30, 2024

This fragmentation can deter customer loyalty and result in negative word-of-mouth. Sales teams should regularly engage with other departments through meetings, workshops, and collaborative platforms. This collaboration can improve response times, increase customer satisfaction, and foster long-term loyalty.

Sales 156

Sales Customer Experience Innovation Culture 156

ShepHyken

MAY 13, 2024

6 Must-Haves for Your Restaurant’s Loyalty Program by Cherryh Cansler (Fast Casual) Noodles and Co, Mooyah, Clutch Coffee and Hyve execs discuss why successful loyalty platforms feature 1. My Comment: You will want to read this article if you own a restaurant and have a loyalty program. Ease of use. Personalization.

Customer Service 77

Customer Service Loyalty Programs Customer Retention Metrics 77

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership Communication Industry Knowledge Base 71

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. However, without fail, I always get asked what can be done to improve customer loyalty. My Comment: I’m a big fan of loyalty programs.

Customer Service 64

Customer Service Loyalty Programs Loyalty Customer Service Training 64

ECXO

MAY 29, 2024

This close alignment helps in not only meeting but exceeding customer expectations, fostering loyalty and driving long-term success. Additionally, cross-functional teams can help identify customer pain points and develop innovative solutions to address them, ultimately leading to increased customer satisfaction and loyalty.

Innovation 156

Innovation Culture e-support Feedback 156

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. So… are you ready?!!!

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

C Space

OCTOBER 5, 2021

C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team. BOSTON, October 5, 2021 – C Space, the global customer agency, has today announced the appointment of a Chief Technology Officer to its Executive Leadership Team.

Technology 98

Technology Leadership Consulting Analytics 98

One Millimeter Mindset

AUGUST 23, 2018

Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Do management and leadership address these factors with you? And the first notification of these gaps are – yup you guessed it – “uncovered” during periodic customer satisfaction, experience and loyalty surveys. Contact me.

Customer Retention 133

Customer Retention Sales Measurement Loyalty 133

One Millimeter Mindset

NOVEMBER 17, 2021

Customer experience drives customer loyalty. . Change Agent | Collaboration Catalyst | Complex Problem Solver | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Coach, Author |. Instead, let your creativity, critical thinking, and leadership skills co-develop together, one millimeter at a time.

Leadership 91

Leadership Innovation Meeting Loyalty 91

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Beyond Philosophy

AUGUST 13, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. He established the De Pree Center for Leadership in 1996. Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

ShepHyken

DECEMBER 17, 2023

Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. My Comment: I’ve always felt the best loyalty program doesn’t come from points, miles, or perks but from an amazing customer experience.

Customer Service 64

Customer Service Customer Centricity Loyalty Programs Culture 64

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 195

Automotive Management Social Media Feedback 195

Experience Investigators by 360Connext

JUNE 13, 2023

Customer experience requires attention, discipline, and meaningful leadership. This center actively supports other departments by providing necessary tools and guidelines, organizing workshops, and sharing best practices for improving the customer experience. But I disagree with those who say they should be out of a job.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Lumoa

MAY 5, 2022

Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand. Developing CX leadership requires collaboration and communication with customers, employees, and partners. How to develop and implement a Customer Experience strategy?

Strategy 259

Strategy Customer Experience How To Consulting 259

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

One Millimeter Mindset

JUNE 29, 2022

Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Coach |. My keynotes, breakouts, workshops and coaching programs catalyze people, teams and organizations to ask the right questions, the right way, so they define and solve the right problems to better serve each other and their clients.

Innovation 102

Innovation Leadership Consulting Groups 102

CSM Magazine

AUGUST 23, 2024

Emphasizing Leadership and Team Development Building a strong, confident, and capable team is not just an aspiration—it’s essential. Whether it’s attending workshops, networking with industry professionals, or staying up-to-date with the latest trends, expanding your knowledge keeps you ahead in your field.

Customer Service 52

Customer Service Management How To CRM 52

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Baby boomers were influenced by post-war stability and economic growth, resulting in a strong work ethic and loyalty to their employers.

Leadership 96

Leadership Transportation Contact Center Culture 96

ShepHyken

MAY 26, 2024

Is it time to lead a new service leadership revolution and put the human back in ‘human service’? Twenty Ways to Delight Your Customers: Transforming Satisfaction into Loyalty by Denyse Drummond-Dunn (C3Centricity) Today, most markets are saturated, and companies are fighting for the same customers. Connect with Shep on LinkedIn.

Net Promoter Score 80

Net Promoter Score Ecommerce Customer Service B2B 80

Alliance by IFS

SEPTEMBER 14, 2019

This year’s Smarter Services™ Symposium leadership conference , September 16-18 in Chicago, will bring together more than 250 manager and VP-level service leaders to share and learn from one another’s executive leadership experiences. Previewing This Year’s Executive Leadership Conference Agenda.

Meeting 62

Meeting Conference Customer Journeys Self Service 62

One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. Now is the best time to upskill and reskill for professional innovation and cross-functional team leadership. And move forward with a facilitated pandemic storytelling workshop. Contact me at this link. One millimeter at a time. Contact me at this link.

How To 95

How To Leadership Exercises Innovation 95

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. Contact me here.

Leadership 89

Leadership Course Meeting Communication 89

Lumoa

FEBRUARY 20, 2018

At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. It makes a lot easier to mobilize the company, if a customer experience metric is followed up at the leadership level, along with the other key performance indicators. Organise workshops, coaching and training within the company.

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

Retently

OCTOBER 28, 2024

Replacing employees, particularly in leadership roles, can cost up to 200% of their salary. Increase job satisfaction: When employees feel heard and their feedback leads to real changes, their loyalty grows. By aligning their career path with the company’s objectives, you can keep them invested and plan for future leadership roles.

Net Promoter Score 78

Net Promoter Score Effort Score Leadership Feedback 78

ShepHyken

MARCH 18, 2024

And beyond loyalty is a brand fan. Fact Sheet: The President’s Budget Improves Customer Experience to Better Serve the American People by The White House (The White House) To build on the historic progress made under President Biden’s leadership, the American people need a modern and effective government. I love repeat business.

Customer Service 86

Customer Service Government Employee Experience Video 86

eglobalis

OCTOBER 1, 2017

Over the past several years, the field of customer experience management has matured, we are seeing more and more companies recognize its importance as a key ingredient in building and maintaining customer loyalty, retention, engagement, measuring with the right KPIs and metrics. Workshops of the best CX community around the globe.

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience Customer Experience Management 154

One Millimeter Mindset

OCTOBER 6, 2020

In my keynote speaking programs, workshops and consulting, I peel your fingers off the ledge of relying on telling composite stories. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. However, so-so business stories often receive neutral responses from clients. Contact me here.

Leadership 91

Leadership Consulting Innovation Groups 91

One Millimeter Mindset

MAY 27, 2021

In my speaking programs and workshops , some attendees still equate cost containment with revenue generation. Do you work in a department of cost-containers, yet want to take a collaborative leadership role within your organization? Isn’t it your time to take your place at your organization’s leadership table? I think so too.

Leadership 99

Leadership Innovation Conference Resources 99