InMoment XI

JANUARY 12, 2023

For several years, it was also one of four economic pillars (along with customer acquisition , customer retention, and lowering cost to serve) my colleagues and I used to frame customer experience (CX) programs for our clients. Letting Customers Tell Success Stories. The Customer Lifetime Value Journey.

Social Media 529

Social Media Customers Connections Customer Retention 529

One Millimeter Mindset

NOVEMBER 20, 2019

An invitational business story welcomes clients. How impactful and inviting is the business story you tell, today? First, invitational stories generate a sense of community. Next, these stories change client perception. You move one millimeter beyond viewing clients as transactions.

Sales 48

Sales Communication Customers Customer Retention 48

InMoment XI

OCTOBER 17, 2023

For instance, one of our clients, Volvo , had a post-transaction survey that had served it well in the past. You can read more about Volvo’s story here. ) You can also hear our client, Harvard Pilgrim, discuss its XI Blueprint success story here ! Still Unsure of How to Get Started? Watch it here !

Customer Experience 493

Customer Experience Net Promoter Score ROI NPS 493

InMoment XI

OCTOBER 4, 2023

Moving from “What” to “Why” I still have far too many discussions with clients and prospects who ask me what their net promoter score (NPS) goal should be or what does a blip in their customer satisfaction score (CSAT) mean to their business. I have to put on my best poker face (which I do not have!)

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

InMoment XI

JUNE 28, 2022

We’ve compiled a quick list of inspiring stories from our finserv clients. A global senior wealth management firm was able to utilize its CX programs to gather information from up to 150,000 clients annually. Check them out below: Three Financial Services Customer Experience Program Use Cases. Use Case #1: Empowering Employees.

Financial 295

Financial Brands Customer Experience Reference 295

BlueOcean

APRIL 16, 2024

Blue Ocean’s winning entry highlighted the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

Beyond Philosophy

APRIL 25, 2024

Listen to the podcast: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. Our love of stories has to do with attention and memory. However, another reason we like stories is it helps us remember things. A story can help here.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

ChurnZero

AUGUST 29, 2019

How to Increase Your CS Team’s Efficiencies and Reduce Client Onboarding Time – A Success Story. This legacy process relied upon manual inputs and required CSMs to spend much of their time chasing clients or fielding replies. . Their existing onboarding process proved inefficient. Onboarding time has been reduced by over 50%.

Contact Center 49

Contact Center NPS Communication Customer Success 49

ChurnZero

SEPTEMBER 10, 2019

How to Pro actively Engage Clients and Automate Your High Touch Service – A Success Story . A lack of a centralized workspace increased the chances that client tasks could slip through the cracks. CSMs can effortless track new client progress across their entire customer lifecycle – all in real time. .

Engagement 40

Engagement Customer Success Financial Communication 40

InMoment XI

DECEMBER 1, 2022

Our CEO John Lewis said it best: “InMoment’s unique combination of world-class technology and expert service enables clients to integrate growing and disparate customer signals and separate predictive understanding from the noise.”. 100% of our clients would recommend us. What Is Experience Improvement (XI)? The Intersection of Value.

Return on Investment 493

Return on Investment Automotive ROI Reference 493

InMoment XI

OCTOBER 27, 2022

The most critical ingredient of effective market research reporting comes in the shape of stories. Especially in the marketing research industry, the research buyers have been identifying the lack of “a story” in the delivered reports by research suppliers. Storytelling. The Importance of Storytelling. Step #2: Planning.

Marketing 260

Marketing Magazine Presentation Reference 260

InMoment XI

OCTOBER 5, 2021

As a part of our celebration this year, we’re sharing three stories of some incredible brands that have proved that “CX is a team sport.” Story #1: Harvard Pilgrim Health Care. Watch the video below to hear the full story from Harvard Pilgrim’s VoC Program and Strategy Lead, Tiffany DaSilva! Story #2: Primark.

Sports 260

Sports 2021 Definition Retail 260

BlueOcean

MARCH 19, 2024

Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together. It’s the implementation piece that keeps new clients up at night, especially when transferring from one customer service outsourcer to another.

Customer Care 177

Customer Care Document Sports Communication 177

TechSee

OCTOBER 2, 2023

Her remarkable three-decade commitment to her service provider tells a story of enduring loyalty and trust. Full Disclosure and Celebration Before we delve into Ann’s story, let’s be transparent: Ann is a beloved extension of our team as she is our teammate’s Mom. Thank you, Ann, for sharing your story.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

One Millimeter Mindset

JUNE 30, 2020

Why rely on a hit or miss storytelling strategy to acquire and retain clients? Stories which, at least your clients know, are generic stories. Just select the next story and tell it to as many clients as you can. The story will hit some client needs and miss some client needs.

Workshop 120

Workshop Sales Presentation Communication 120

Experience Investigators by 360Connext

APRIL 13, 2021

Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. When we conduct customer interviews on behalf of our clients at Experience Investigators, we don’t aim to have a statistically significant group but rather a few representatives to tell the customer’s story.

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

BirdEye

MARCH 29, 2024

These platforms can transform how you connect with clients and improve your real estate reputation management. Here are a few tactics to help you get the most from your time on Zillow Premier Agent: Fully complete your profile, including past sales and client reviews, to build credibility.

Social Media 59

Social Media Sales Advertising Connections 59

One Millimeter Mindset

AUGUST 4, 2020

By now you probably have pandemic stories to tell. How has the pandemic fueled not only your own professional delivery of client-focused solutions? But also your teams’ and your organizations’, as you better serve each other and your clients? These are the pandemic stories worth telling. . One millimeter at a time.

Innovation 118

Innovation Leadership Communication Customer Retention 118

One Millimeter Mindset

JUNE 23, 2020

Do you credibly walk your story talk through every phase of each project? End of story. But also, to build strategic relationships throughout the breadth and depth of your own and your clients’ organizations? The never-ending story. So you can better serve and retain clients. Let’s get you to where you need to go.

Workshop 110

Workshop Sales Presentation Communication 110

BirdEye

NOVEMBER 21, 2023

Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends. Juggling creative expression with the practicalities of project management and client interactions adds complexity.

Marketing 111

Marketing Social Media Advertising Workshop 111

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The short version of this story is that I was the closing keynote speaker. The client said, “You have to end on time, no matter what time you start.”

Customer Service 174

Customer Service Customer Service Training Customers Books 174

One Millimeter Mindset

DECEMBER 17, 2020

Who are the business case heroes and heroines you leverage when working with colleagues and clients? Possibly because you never even considered these people as part of your story. Ever consider that as you relate a business case to current and potential clients, you tell a story? Often dramatically.

Innovation 98

Innovation 2021 Leadership Communication 98

One Millimeter Mindset

OCTOBER 15, 2018

Current and potential customers can tell us overstated stories. At this point, we accept their overstated stories as completely truthful. Secondly, their overstated stories, accepted as accurate, ignite our excitement about the project or new relationship being offered us. They may tell us overstated stories.

Workshop 142

Workshop Roadmap Customer Success Leadership 142

One Millimeter Mindset

MARCH 12, 2020

Do you tell stories people really need to hear? If you answer “Yes” to this question, the stories you tell always remain the same. And, clients and employees trust you to have their backs over the long haul. Or, are you telling stories you think people want to hear? About the stuff they really need to know.

Communication 89

Communication Connections Engagement Employee Experience 89

Daniel Group

APRIL 18, 2024

Let me illustrate with a story. So most were happy with the five-day service as it was much more consistent than the three-day service offered by my trucking company client. I return to the earlier story about the upset farmer. Customer disputes will happen, but good communication makes handling them easier.

Communication 98

Communication NPS Net Promoter Score 2008 98

Magellan Solutions

DECEMBER 13, 2023

Our commitment to excellence, guided by CEO Frederick Chua, sets the foundation for lasting client success. Explore Magellan’s distinct approach, where client success and orchestrated growth intertwine with client-focused and adaptable strategies spanning various industries. The oversight management team has a vital role.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

Magellan Solutions

DECEMBER 13, 2023

Our commitment to excellence, guided by CEO Frederick Chua, sets the foundation for lasting client success. Explore Magellan’s distinct approach, where client success and orchestrated growth intertwine with client-focused and adaptable strategies spanning various industries. The oversight management team has a vital role.

Net Promoter Score 52

Net Promoter Score Measurement Metrics Innovation 52

One Millimeter Mindset

JULY 23, 2020

If you are not invested in your own professional story, why continue to urge others to invest in your story? Then again, do you rely on the chronology of professional titles listed in resumes and profiles to tell your entire professional story? Time to reverse-engineer the strategy and importance of your professional story?

Workshop 96

Workshop Connections Communication Customer Retention 96

One Millimeter Mindset

NOVEMBER 3, 2020

Are clients reaching out to you about making hard calls? Consider that by better serving your own clients in this manner, you catalyze them to better serve their own clients. Not just for “some clients” but for all clients. Thus your professionalism builds one of the greatest client experiences of all: trust.

Culture 84

Culture Leadership 2020 Innovation 84

One Millimeter Mindset

JANUARY 19, 2022

It just could be you left your entire client retention strategy up to the virtual customer retention dog. Consider that customers who defect have an entirely different story to share. Do you know what their story is? Because it’s easy and convenient for you plus your client list is overwhelming. Contact Babette here.

Customer Retention 99

Customer Retention 2022 2021 Document 99

One Millimeter Mindset

JANUARY 14, 2020

Because business stories easily sound too safe, too sanitized and too perfect. Except that the greatest business challenges which many of our clients face come in smaller packages. Are you willing to go “there” to tell your story to employees and clients? When you, your employees and your clients go all-in.

Innovation 93

Innovation Consulting Communication Loyalty 93

One Millimeter Mindset

JUNE 9, 2020

Is the story you tell clients and colleagues a trustworthy professional story? Or, does your story shapeshift, depending on who is listening? When the professional story you tell is never the same, twice in a row, consider whether you are building client trust. Depending on What’s In It For You? Continuity.

Workshop 81

Workshop Communication Loyalty Leadership 81

One Millimeter Mindset

NOVEMBER 24, 2020

Start telling the 2020 stories clients really need to hear: purposeful pandemic stories. These stories are about the stuff clients really need to know when deciding to do more business with you moving forward in 2021. Your stories are neither typical use- cases nor standard business-cases either.

Blog 95

Blog Workshop Leadership 2020 95

One Millimeter Mindset

DECEMBER 11, 2019

Do you tell uncomfortable business stories to your clients and colleagues? Or, do you prefer comfortable stories, where clients always hear how your products and services will live up to their expectations? Also, when you tell these preferable, comfortable, and predictable, stories, what are you thinking to yourself?

Workshop 67

Workshop Sales Presentation Communication 67

Storyminers

MARCH 17, 2021

If your strategy includes a new service, product, or platform, one of the best ways to get started is not with a story at all! Once you design your customer experience in a way that your employees will want to deliver it, you can tell its story. Recall the social media stories shared online and the ads for Disney Theme Parks.

Innovation 98

Innovation Social Media Brands Article 98

One Millimeter Mindset

SEPTEMBER 29, 2020

How do yesterday’s professional competencies meet today’s and tomorrow’s client needs? Because yesterday’s professional competencies are table stakes for meeting today’s and tomorrow’s client needs. From your perspective, how you learned to do things, yesterday, remains the crux of how you and your teams deliver solutions to clients.

Workshop 86

Workshop Leadership 2020 Presentation 86

One Millimeter Mindset

MARCH 31, 2020

Virtual meetings create a tremendous opportunity for everyone to co-create virtual stories. Stories which support one another and the clients we serve. What are your stories? That epic story is: the pandemic. That epic story is: the pandemic. Next meeting, next chapter in your story.

Books 86

Books Consulting Culture Innovation 86