ReviewTrackers

APRIL 1, 2019

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9 times higher, and their customers are 2.1

Banking 89

Banking Customer Retention Financial Seminar 89

One Millimeter Mindset

NOVEMBER 19, 2018

Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. First of all, customers continuously re-evaluate why they do business with us. And third, our actions consistently fall short of customer expectations. Here’s why.

Customer Retention 73

Customer Retention Innovation Workshop Social Media 73

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) Speaking of data…any type of business strategy requires incorporating key data and analysis to get to the insights, improvements, and priorities in a plan. CEM is no different, but tracking metrics alone is not a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

One Millimeter Mindset

DECEMBER 19, 2018

These 18 ways create a more effective customer retention strategy. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers. That habit creates a set of behaviors and expectations which impact how we best serve customers.

Customer Retention 73

Customer Retention Return on Investment Workshop Sales 73

One Millimeter Mindset

DECEMBER 12, 2018

Customer retention is a business growth, expansion and sustainability strategy. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process. Retaining Customers involves All Hands on Deck.

Customer Retention 63

Customer Retention Blog 2018 Workshop 63

One Millimeter Mindset

JULY 4, 2019

What is your current customer retention strategy value? I offer these five customer retention strategy value blog posts for your reading pleasure. While retaining customers is an art form, the relentless pace of technology change challenges the norm. Storytelling Outcomes influence Post Sale Customer Expectations.

Customer Retention 59

Customer Retention Blog Workshop Download 59

GetFeedback

AUGUST 14, 2019

Why only consider the percentage of those customers who call themselves satisfied? . A big reason is that tracking the two highest values from CSAT is the more accurate predictor of customer retention than overall averages. . Online surveys can provide insights if your digital experience is meeting customer and prospect needs.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. Then, competing customer retention cultures are sustained by traditional workforce hiring practices.

Customer Retention 61

Customer Retention Culture Workshop Customer Focused 61

One Millimeter Mindset

NOVEMBER 29, 2018

Your employees are confused about their customer retention roles. Into customer experiences, customer success and customer retention. First, ponder whether your hiring processes focus on hiring employees to fulfill customer retention roles. . Never miss another insightful post.

Customer Retention 65

Customer Retention Definition Workshop Books 65

CSM Magazine

NOVEMBER 5, 2024

The platform integrates various customer service touchpoints, helping companies build lasting relationships with their customers. In today’s competitive environment, businesses that prioritize effective customer service see stronger customer retention and loyalty.

Customer Service 52

Customer Service Management 2030 Omnichannel 52

One Millimeter Mindset

AUGUST 23, 2018

Do you have a customer retention scorecard? Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Customer retention matters when it is time to renew that contract.

Customer Retention 133

Customer Retention Workshop Sales Measurement 133

One Millimeter Mindset

AUGUST 29, 2018

Ah, the impact of experience conflicts on the performance of our customer retention strategy. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution?

Customer Retention 60

Customer Retention Workshop Sales Innovation 60

One Millimeter Mindset

AUGUST 20, 2018

Customer retention experiences create a rich chronicle of just how it is to work with us, and our organizations. Yet, these bold, splashy stories, which our marketing departments love, leave the customer’s biggest question unaddressed: “Will you forget about taking good care of me, once I sign the contract?”. Think about it.

Customer Retention 50

Customer Retention Workshop Sales Customers 50

One Millimeter Mindset

SEPTEMBER 6, 2018

How would you rate your own customer retention performance? Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention. Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention.

Customer Retention 48

Customer Retention Sales Workshop Events 48

SurveySparrow

NOVEMBER 28, 2019

Customer Experience conferences are always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Customer Experience Strategies Summit (CXS).

2020 96

2020 Customer Experience Workshop 2019 96

One Millimeter Mindset

JANUARY 7, 2019

Compelling storytelling fuels customer retention. After all, each story is about how working with you and your organization fuels their business growth, customer success and customer retention. Engage me to speak or conduct a workshop at your next corporate or association event. Subscribe to my blog.

Workshop 73

Workshop Customer Retention Customers Books 73

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Active Listening Workshops : Empathy begins with listening.

Culture 52

Culture Healthcare Connections Interaction 52

CSM Magazine

JANUARY 2, 2025

Improved Customer Retention Why does empathy matter for customer retention? When customers sense that support genuinely cares, theyre more likely to stay loyal. And loyal customers arent just repeat buyers. Active Listening Workshops : Empathy begins with listening.

Culture 52

Culture Healthcare Connections Interaction 52

One Millimeter Mindset

SEPTEMBER 3, 2020

Often, the insights and input reflected by a team’s professional diversity become mission-critical. But also in acquiring and retaining customers. Or have practical and historical insights to not only reduce costs, but also to introduce innovations. Not only in completing the project. And then, do you know what to do next?

Workshop 118

Workshop Leadership Innovation Presentation 118

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? I will be honored to customize my keynotes and workshops to your next event. Never miss another insightful post.

Workshop 75

Workshop Customer Retention Events Culture 75

One Millimeter Mindset

MARCH 18, 2019

Let alone experiences leading to customer success and customer retention? 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.

Workshop 72

Workshop Customer Retention Communication Culture 72

One Millimeter Mindset

JANUARY 3, 2019

It is never too early to focus on retaining customers. Because if you do not make customer retention a simultaneous part of your customer acquisition process, then you will be worrying about retaining customers down the road. Because a customer’s retention experience starts long before that customer is acquired.

Workshop 70

Workshop Customer Retention Sales Customers 70

ShepHyken

SEPTEMBER 4, 2023

For companies aspiring to enhance their customer service, the hotel industry offers valuable insights and strategies that can be adopted across various sectors. You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers.

Article 69

Article Customer Service Hospitality Hotels 69

One Millimeter Mindset

NOVEMBER 14, 2018

Most importantly, these someones are responsible for creating aggregated customer experiences critical to customer retention. When our workforce is full of nameless, faceless “someones” whom we do not know – but our customers sure do – our customer retention strategy falls short of best serving those customers.

Customer Retention 65

Customer Retention Workshop Events Customer Care 65

One Millimeter Mindset

DECEMBER 13, 2018

Regardless of whether you and I collaborate on a new, innovative professional development path for you, leveraging the profitability of workplace collaboration, or creating a more collaborative, organization- and association-wide customer retention strategy. I will be honored to customize my keynotes and workshops to your next event.

Blog 68

Blog 2018 Workshop Customer Retention 68

One Millimeter Mindset

SEPTEMBER 27, 2018

3 Ways Your Value Added Customer Experience Efforts are not Valued. 2 Ways We create Innovatively Unforgettable Customer Experiences. 3 Ways to improve Your Customer Retention Scorecards. Are We Storytelling compelling Customer Retention Experiences? Never miss another insightful post. Contact me.

Blog 70

Blog Customer Retention B2C Workshop 70

One Millimeter Mindset

DECEMBER 8, 2020

Chances are, everyone seated around your business table has significant insights to contribute. By providing different pathways for ingrained behavior, response, insight and collaboration, you move beyond avoidance or group-think. Knowledge and manual workers. Remote and on-site. What team role will you take in 2021?

2021 114

2021 Innovation Workshop Leadership 114

One Millimeter Mindset

FEBRUARY 21, 2019

These employees, in-house and virtual, are the wizards who are responsible for customer experience, customer success and customer retention. Your “someones” are part of the equation adding up to the aggregated client experiences responsible for customer retention. Never miss another insightful post.

Workshop 65

Workshop Customer Retention Sales Communication 65

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Count on actionable insight to elevate your customer interactions.

Customer Service 119

Customer Service Net Promoter Score Customer Service Representative NPS 119

One Millimeter Mindset

NOVEMBER 21, 2018

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. Never miss another insightful post. Please pass it along to the professional associations that you are a member of. Right here, Today. Contact me.

Workshop 70

Workshop Consulting Customer Retention Events 70

One Millimeter Mindset

AUGUST 8, 2018

Think of the implications of this professional innovation strategy on customer success and customer retention. Then, share the insights with the client. Engage me to speak or conduct an interactive workshop at your next corporate or association event. Never miss another insightful post. Contact me.

Seminar 53

Seminar Workshop Customer Retention Innovation 53

Calabrio

MARCH 5, 2025

However, VoC is also a set of established approaches, tools, and strategies used to capture and analyze customer datain other words, for making use of what your customer have to say to foster brand loyalty and enhance overall customer experience (CX). Discover what performance coaching is and why your CX team could use it.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Based on the quality of customer insights you have gleaned by going off-script in your conversations? Hire me to speak or conduct a workshop at your next corporate or association event.

B2C 213

B2C Workshop Customer Retention B2B 213

ChurnZero

NOVEMBER 26, 2024

For instance, owning customer retention signifies direct responsibility for renewal rates. Ensure successful adoption of our product and maximize customer value through effective knowledge transfer and support. Proactively identify and address customer pain points, challenges, and technical issues.

Customer Success 52

Customer Success Insurance Culture Workshop 52

One Millimeter Mindset

AUGUST 13, 2018

We are “consciously” prompted to act, instead of intuitively pondering what is best in relation to each customer. Over time, our love of these tech platforms turn us into Pavlov’s dogs: reacting to stimuli, rather than being proactive because we are intuitive and insightful. That is what customer retention is all about.

Customer Experience 53

Customer Experience Workshop Customer Retention Innovation 53

SurveySensum

FEBRUARY 17, 2025

In simple terms, text analytics tools leverage machine learning, NLP, and other AI capabilities to break down unstructured data from customer feedback, online reviews, customer support chat, etc. This helps extract meaningful insights from the feedback by identifying recurring patterns, themes, and sentiments.

Multi-Channel 52

Multi-Channel Social Media 2025 Feedback 52

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”? Her virtual and in-person keynotes, workshops, and masterminds catalyze individuals, teams and organizations to make hard calls when designing and transforming products, services, careers and cultures.

Leadership 81

Leadership Workshop Innovation Consulting 81