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

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 26, 2018

Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness? I’m so honored!

Customer Retention 73

Customer Retention Workshop Events Innovation 73

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 61

Customer Retention Loyalty Loyalty Programs Social Media 61

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

Happy or Not

OCTOBER 11, 2021

Last week’s October 5th was the annual international Customer Experience Day. While CX Day will come and go, keeping your customers happy year round is the pillar of customer retention and supports that your CX efforts will be successful. . Your best customer is the one who keeps coming back to you.

Customer Retention 69

Customer Retention Workshop Customers Social Media 69

One Millimeter Mindset

JULY 31, 2019

What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? Customer retention stories involve more than just how your products, features and services play out, over time. Then, take action here. is available on Amazon.com.

Customer Retention 75

Customer Retention Workshop Sales Customers 75

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

NOVEMBER 8, 2018

When we abandon customers repeatedly throughout their relationships with our organizations and associations, they defect. Listen to my video o n Customer Abandonment. Then, consider the value of my keynotes and workshops on collaborative storytelling and customer retention. It doesn’t have to be that way anymore.

Customer Retention 71

Customer Retention Culture Workshop Banking 71

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

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

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

CSM Magazine

JANUARY 2, 2025

Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. A frustrated customer isnt just angrytheyre seeking acknowledgment. What is Empathy?

Culture 52

Culture Healthcare Connections Interaction 52

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. . You have an A, B and then Z model.

Customer Retention 65

Customer Retention Definition Workshop Books 65

CSM Magazine

JANUARY 2, 2025

Understanding Empathy in Customer Support Empathy is more than a buzzword in customer supportits the foundation of meaningful interactions. It transforms standard interactions into human connections, fostering trust and loyalty. A frustrated customer isnt just angrytheyre seeking acknowledgment. What is Empathy?

Culture 52

Culture Healthcare Connections Interaction 52

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

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

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.

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2024 Article Customer Service Retail 82

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

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. Next-Generation Customer Experience (NGCX).

2020 96

2020 Customer Experience Workshop 2019 96

ShepHyken

MAY 13, 2024

There are several suggestions on how to be customer-obsessed, but I was especially happy to see one of his major points in all caps: EXPERIENCE IS THE NEW BRAND. In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. What Is Churn Rate?

Article 76

Article Customer Service 2024 Loyalty Programs 76

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. The ones that reflect each customer’s reality and your role in their success? Catalyze your mindset and skill sets!

Workshop 73

Workshop Customer Retention Customers Books 73

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 Consulting Books Customer Experience Professionals 115

ShepHyken

SEPTEMBER 4, 2023

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. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Article 69

Article Customer Service Hospitality Hotels 69

One Millimeter Mindset

MAY 21, 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.

Sales 132

Sales Workshop Culture Presentation 132

ShepHyken

MAY 1, 2023

Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results. Looking Ahead for Loyalty in 2023 by Meg Tronquet (Concentrix) Loyalty programs were the talk of the town in 2022. My Comment: Another one of my favorite topics is customer loyalty.

2023 13

2023 Article Customer Service 2009 13

ShepHyken

SEPTEMBER 10, 2023

They demand fast shipping, easy returns, sustainability and more, showing little loyalty and appreciation. ” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. How to Make Loyalty a New Business Line for your Brand?

Article 85

Article 2023 2028 Customer Service 85

Kristina Evey

JANUARY 13, 2015

If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. As far as your customers are concerned, you ARE the company. You hold in your hands the power to keep the customer coming back. – Alice MacDougall.

Customer Experience 87

Customer Experience Customer Service 2015 Workshop 87

One Millimeter Mindset

OCTOBER 27, 2020

Engage me to present one of my One Millimeter Mindset Storytelling 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.

Workshop 117

Workshop Presentation Communication Engagement 117

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. Click on this link to find out more.

Workshop 75

Workshop Customer Retention Events Culture 75

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). Book a free demo today to learn more.

2025 40

2025 Contact Center Omnichannel Net Promoter Score 40

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.

Article 69

Article 2023 Customer Service Loyalty Programs 69

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

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies. And move forward with a facilitated pandemic storytelling workshop.

Blog 73

Blog Workshop Leadership 2020 73

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