ShepHyken

DECEMBER 9, 2024

My Comment: We kick off this weeks Top Five roundup with an article from Tomas Hult, professor at the Broad College of Business at Michigan State University and a part of the leadership team of the American Customer Satisfaction Index. Connect with Shep on LinkedIn.

2024 75

2024 Article 2025 Customer Service 75

ShepHyken

MARCH 24, 2025

Starbucks Raises the Bar on Customer Loyalty with Ad Campaign from Anomaly by Andrea Surnit (DesignRush) Companies that integrate storytelling, sensory marketing, and customer incentives can cultivate long-term relationships that ultimately drive revenue. This article serves up three giving back ideas/concepts to help build customer loyalty.

Article 75

Article 2025 Customer Service Healthcare 75

ShepHyken

DECEMBER 29, 2024

New CX Index Report: Data Reveals Personalization and Integrity Are the New Imperatives for Customer Loyalty in Retail, Financial Services, and Telecoms by Fabrizio Trotti (Technology Reseller News) Today, customer experience (CX) is no longer just a differentiator; its the foundation of customer loyalty and long-term business growth.

Article 75

Article 2025 Customer Service 2024 75

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

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 Customer Experience Customer Journey Mapping Net Promoter Score 304

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. Before joining HotDoc, Agnes spent 4 years at Apple.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

FEBRUARY 9, 2021

That leads to a whole other set of investment opportunities: Cross-functional leadership assignments, coordination and communication to act on next steps. Workshops and training for both employees in general and for specific groups. Increased loyalty means more spending, more referrals and more positive word-of-mouth marketing.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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 158

Customer Experience Professionals CEM Customer Experience 2011 158

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. They want to workshop risk-reward models with you.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

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 Workshop Customer Retention 61

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 66

Leadership Workshop 2020 Innovation 66

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 2015 Workshop Communication 71

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. They want to workshop risk-reward models with you.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Workshop Customer Centricity 110

CSM Magazine

JANUARY 2, 2025

It transforms standard interactions into human connections, fostering trust and loyalty. Meeting them with empathy can diffuse tension and turn disappointment into loyalty. Active Listening Workshops : Empathy begins with listening. Customer Retention Rates: Empathy builds loyalty. Lets break it down further.

Culture 52

Culture Healthcare Connections Interaction 52

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 Leadership Feedback Culture 78

CSM Magazine

JANUARY 2, 2025

It transforms standard interactions into human connections, fostering trust and loyalty. Meeting them with empathy can diffuse tension and turn disappointment into loyalty. Active Listening Workshops : Empathy begins with listening. Customer Retention Rates: Empathy builds loyalty. Lets break it down further.

Culture 52

Culture Healthcare Connections Interaction 52

Customer Guru

AUGUST 8, 2018

His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. He has vast experience in driving profitable sales growth through more loyalty-inspiring customer experiences.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ShepHyken

JULY 21, 2024

The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. My Comment: What’s happening to customer loyalty?

2024 90

2024 Article Customer Service ROI 90

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. We left the transactional economy years ago.

Workshop 81

Workshop 2011 2012 Leadership 81

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.

2024 88

2024 Article Customer Service E Commerce 88

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 Insights 2021 Leadership 98

One Millimeter Mindset

NOVEMBER 24, 2021

Also, believing that no news from a customer is good news gives you a false sense of security about their loyalty. Plus, clients are not obligated to give you a heads when you push them towards dis-loyalty and defection. Instead, they target fulfilling more strategic, cross-functional leadership roles.

2021 18

2021 Blog Leadership Workshop 18

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

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 85

2024 Article Customer Service Airlines 85

One Millimeter Mindset

OCTOBER 8, 2020

Taking the risk to identify, create and learn to tell your own stories is the key to professional success and cross functional leadership. Masterminds and workshops available for teams as well. Are you ready? Then take the next one millimeter step forward and contact me here for a complementary conversation about your needs.

Workshop 117

Workshop Entertainment Leadership Communication 117

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 Workshop Innovation Reference 91

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 165

Customer Experience NPS Touchpoint Customer Centricity 165

One Millimeter Mindset

SEPTEMBER 3, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. She is a card-carrying STEM professional and left-brain thinker specializing in cross-functional leadership, new product development and professional innovation. Delivered virtually or in-person. Contact me here.

Workshop 118

Workshop Leadership Innovation Presentation 118

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 2024 195

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.

Workshop 89

Workshop 2020 Leadership Presentation 89

One Millimeter Mindset

DECEMBER 8, 2020

My role as a skeptical critical thinker and facilitator for intentional innovation allows me to help individuals and teams grow their cross-functional leadership voices. I specialize in professional innovation, cross-functional leadership and client retention. Moving forward into 2021, what team role do you intend to play?

2021 114

2021 Innovation Workshop Leadership 114

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.

Workshop 102

Workshop Innovation Leadership Consulting 102

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.

Workshop 91

Workshop Leadership Consulting Presentation 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 Workshop Consulting 99

One Millimeter Mindset

MARCH 25, 2021

In my keynotes, workshops and coaching , you and I focus on projects and teams which tend be written off as failures. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 99

Leadership Workshop Consulting Presentation 99

Experience Matters

JANUARY 6, 2015

As you can see in our video Driving CX Transformation , the blueprint for a customer-centric culture is based on what Temkin Group calls the four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Contact Center Loyalty Aspirations. It’s a hot topic.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132