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.

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Customer Retention Loyalty Loyalty Programs Social Media 60

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.

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Customer Retention Innovation Workshop Social Media 73

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.

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Customer Retention Workshop Sales Customers 75

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.

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Customer Retention Blog Workshop Download 59

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.

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Customer Retention Blog 2018 Workshop 63

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

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.

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Article Customer Service Hospitality Hotels 67

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

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.

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Customer Retention Culture Workshop Customer Focused 61

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.

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Customer Retention Workshop Sales Customers 50

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.

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Customer Retention Culture Workshop Banking 71

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.

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Customer Retention Sales Workshop Events 48

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.

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Customer Retention Workshop Definition Books 65

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?

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Article 2023 2028 Customer Service 79

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.

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Article 2023 Customer Service Loyalty Programs 64

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

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2024 Article Customer Service Average Handle Time 60

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research.

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2024 Article Customer Service Contact Center 66

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

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2024 Article Customer Service Net Promoter Score 60

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. Enhancing the In-Store Journey A customer’s journey within a store is like a combo of senses and choices carefully designed to create a lasting impression of your brand. The result?

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Retail Engagement Customer Experience Loyalty Programs 78

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. The captured insights are key in crafting strategies to enhance customer retention.

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Customer Service Net Promoter Score Customer Service Representative NPS 141

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? Connect with Shep on LinkedIn.

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2024 Article Customer Service Social Media 66

One Millimeter Mindset

SEPTEMBER 24, 2018

Move one millimeter beyond a comfortable client retention strategy, towards what is Possible. Hire me to speak or conduct a workshop at your next corporate or association event. Create a more engaged and profitable workforce relentlessly focused on customer success and customer retention. What are your next steps?

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B2C Workshop Customer Retention B2B 213

BirdEye

NOVEMBER 29, 2023

Offer incentives and loyalty programs Ashley HomeStore implements a successful loyalty program. This program not only offers exclusive discounts, early access to sales, and rewards for repeat customers but also catalyzes fostering loyalty and boosting customer retention.

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Marketing 2024 Advertising Social Media 57

One Millimeter Mindset

OCTOBER 18, 2018

All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear. Again, so the customer “fits” into the organization’s customer retention model.

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Customer Retention Workshop Touchpoint Customers 118

ShepHyken

JANUARY 28, 2024

The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout. For certain customers, self-checkout still makes sense. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Is this a failed experiment?

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2024 Article Customer Service Customer Journey 66

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. Educate and Empower: Empowered customers are loyal customers.

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Customer Retention Loyalty Programs Customer Centricity Innovation 10

One Millimeter Mindset

SEPTEMBER 17, 2018

If we continue to keep our heads buried in the sand, assuming “someone else” is taking care of our customers because we are too busy, then we are not creating remarkable and enduring client experiences. The types of experiences which fuel customer success and customer retention.

Customer Service 202

Customer Service Customer Experience B2C Workshop 202

One Millimeter Mindset

SEPTEMBER 5, 2018

Why be surprised when customers defect, when small, but effective customized and personalized experiences impact customer retention? Isn’t it time to take a different approach to acquiring and, most of all, retaining valuable customers? Start moving one millimeter forward beyond what is comfortable, today.

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

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Workshop Customer Retention Customers Books 73

CSM Magazine

AUGUST 4, 2023

Imagine a scenario where a coffee shop actively engages with its customers through personalized loyalty programs, social media interactions, and timely promotions. These engaged customers, in turn, share their delightful experiences with friends and family, acting as brand ambassadors and attracting new customers to the coffee shop.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

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).

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2020 Customer Experience Workshop 2019 96

One Millimeter Mindset

JULY 16, 2018

I offer two scenarios reflecting what I see the majority of the time when speaking about and giving workshops on retaining customers. Are you experiencing loyal customers defecting into former customers? Download this Executive Summary on the 5 Top Negative Customer Retention Scenarios. Contact me.

Net Promoter Score 48

Net Promoter Score Workshop Customer Satisfaction Customer Retention 48

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.

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Blog Workshop Leadership 2020 95

SurveySensum

JANUARY 26, 2024

Educational Resources : Provides webinars, case studies, and tutorials to help customers deepen their understanding of your product. Offer webinars or workshops to deepen their understanding and facilitate decision-making. Seamless Transition : Ensure that the onboarding process is easy and seamless for your customers.

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Customer Journey Social Media Touchpoint Webinar 52

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

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Customer Experience Workshop Sports Innovation 57

SurveySensum

JANUARY 31, 2024

You can spot them by checking your customer retention rates – they’re spending more time on your website, buying more stuff, and relying on your offer. Know that high-value customers may be someone other than those who spend the most at your company.

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Net Promoter Score Customer Satisfaction Feedback Exceptional Customer Service 52