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 Net Promoter Score Culture ROI 261

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 22, 2024

Here are the topics with plenty of commentary: 1) Start with what you have, 2) Automate where you can, 3) Consider outsourcing, 4) Build a self-service hub, 5) Use data to improve, 6) Be proactive, 7) Train on customer support, 8) Personalize, and 10) Build Loyalty. Connect with Shep on LinkedIn.

Article 76

Article 2024 2025 Customer Service 76

ShepHyken

NOVEMBER 14, 2023

This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

Workshop 154

Workshop Insurance Employee Experience Culture 154

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 Experience Professionals 130

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

ShepHyken

SEPTEMBER 15, 2024

Guide To Loyalty Programs For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers.

Article 85

Article Loyalty Programs Customer Service 2024 85

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. of podcasts worldwide.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

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.

2024 82

2024 Article Customer Service Retail 82

ShepHyken

SEPTEMBER 30, 2024

I always say, “A good CX starts with a good EX (Employee Experience),” and that is what Customer Service Week is all about: recognizing and appreciating the employees who get customers to say, “I’ll be back!” The author of this article shares ten ideas to motivate employees. If you combine the CX and EX, everyone wins!

2024 82

2024 Article Customer Service Definition 82

ShepHyken

AUGUST 11, 2024

Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success. The experience a company provides is often as important as its products or services when it comes to customer satisfaction and loyalty.

Article 85

Article Customer Service Loyalty Programs 2024 85

ShepHyken

JUNE 5, 2023

7 Simple Keys to Customer Loyalty by Alicia Lavay (Retail Customer Experience) It’s more than bad taste; it’s bad business. This blog post delves into actionable strategies to enhance your website’s user engagement, boost user satisfaction, and foster brand loyalty. Connect with Shep on LinkedIn.

Article 15

Article Customer Service 2023 Retail 15

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.

2024 82

2024 Article Customer Service Airlines 82

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.

Article 69

Article Customer Service 2023 Contact Center 69

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 Consulting Books Customer Experience Professionals 115

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.

Article 63

Article Customer Service 2023 Loyalty Programs 63

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.

Article 69

Article Customer Service 2024 Loyalty Programs 69

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.

Workshop 89

Workshop Presentation Communication Leadership 89

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

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.

2024 85

2024 Article Customer Service Government 85

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.

Workshop 113

Workshop 2020 Presentation Communication 113

ShepHyken

MAY 1, 2023

U$ 402bn is on the Table for Brands That Simplify Their CX and EX – Here’s Why by Ricardo Samuel Saltz Gulko (Eglobalis) Simplicity is an essential aspect of customer and employee experience that can greatly impact a company’s success and its ability to innovate. My Comment: Another one of my favorite topics is customer loyalty.

2023 13

2023 Article Customer Service 2009 13

One Millimeter Mindset

SEPTEMBER 3, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. And then, do you know what to do next? Planning your next team, corporate or association meeting? Delivered virtually or in-person. Contact me here.

Workshop 118

Workshop Leadership Innovation Presentation 118

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.

Article 69

Article 2023 Customer Service Loyalty Programs 69

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.

Workshop 89

Workshop Leadership 2020 Presentation 89

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.

Workshop 87

Workshop Innovation Leadership Definition 87

Retently

OCTOBER 28, 2024

Here’s why they’re so effective: Tackle issues before they escalate: Stay interviews give employees a safe space to voice concerns, allowing managers to address small frustrations before they turn into bigger issues that might cause someone to leave. Here’s how to approach these key conversations with thoughtful questions: 1.

Net Promoter Score 78

Net Promoter Score Leadership Feedback Culture 78

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.

Workshop 89

Workshop Entertainment Leadership Presentation 89

One Millimeter Mindset

DECEMBER 8, 2020

My One Millimeter Mindset virtual and in-person speaking programs and workshops leverage Voice of the Customer design methodology and storytelling to move individuals, teams, departments and organizations one millimeter beyond yesterday’s tools and today’s comfortable professional habits and mindset.

2021 114

2021 Innovation Workshop Leadership 114

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?

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

One Millimeter Mindset

JUNE 11, 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.

Workshop 89

Workshop Presentation Communication Management 89

One Millimeter Mindset

APRIL 8, 2019

Discover how one of my Storytelling for STEM Professionals and Left Brain Thinkers keynotes and workshops can solidify, rather than segment, your organization. Because your employees, and what they “do,” is absolutely fascinating! Think about the implications for employee experience and customer experience.

Presentation 75

Presentation Workshop Communication Download 75

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 Workshop Customer Confidence Touchpoint 68

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.

Workshop 74

Workshop Download Employee Experience Blog 74

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 Experience 62

Customer Experience Customer Journey Mapping Loyalty Customer Journey 62

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.

Workshop 80

Workshop Presentation Communication Innovation 80

One Millimeter Mindset

MARCH 27, 2019

In my Storytelling for STEM Professionals and Left Brain Thinkers workshops, we break down communication barriers between functional silos. In my experience working with clients, there is no better way to catalyze cross-functional and cross- educational communication than by co-creating stories, together. Do you know who they are?

Workshop 14

Workshop Sales Customer Retention Download 14