InMoment XI

NOVEMBER 15, 2023

It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business. By delving into these insights, companies can make data-driven decisions to enhance customer satisfaction and customer loyalty. Data from CX analytics comes from a variety of sources.

Insights 324

Insights E Commerce Customer Experience E-support 324

One Millimeter Mindset

APRIL 11, 2019

Think of the implications of your actions, over coffee, on future employee experience and customer experience. However, the good news is that you both solve problems. And when you solve problems together, instead of separately, your clients benefit. That aspect is the great part of this exercise.

Customer Retention 59

Customer Retention Download Employee Experience Communication 59

One Millimeter Mindset

APRIL 8, 2019

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

Presentation 75

Presentation Workshop Communication Download 75

One Millimeter Mindset

MARCH 11, 2019

This stereotype represents their aggregated employee experiences working with STEM professionals and other left brain thinkers. These aggregated non-technical stakeholder experiences often are neither constructive nor pleasant. All these “other stakeholders” recall is a stereotype. Spoiler alert here. is available on Amazon.com.

Customer Retention 58

Customer Retention Download Leadership Blog 58

One Millimeter Mindset

MARCH 18, 2019

With them, and for them, on behalf of better serving each other and your customers. What type of employee and stakeholder experiences do you create? Let alone experiences leading to customer success and customer retention?

Workshop 72

Workshop Customer Retention Communication Culture 72

One Millimeter Mindset

FEBRUARY 28, 2019

Some of our most difficult customers also are the most rewarding. I’ve assembled this list of customer retention blogs I’ve written since the beginning of the year. Workforce Profitability retains Customers [link]. Communication Disconnects negatively impact Customer Retention [link]. Image source: Fotolia.

Customer Retention 66

Customer Retention Blog Workshop Download 66

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ Sarah’s disappointing experience is not an isolated episode. But before that, let’s first understand what an NBFC customer feedback tool is.

Feedback 52

Feedback Management NPS Customer Satisfaction 52

ijgolding

SEPTEMBER 21, 2015

Shaun and Andy have created another great book “On Purpose”, describing simply how great businesses use purpose and focus to fill customer needs and create value. Hill II Founder/Chairman Metro Bank. Well done”. On Purpose is a profound yet practical book no leader should miss reading.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

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? First, when introducing new products and services to existing customers, details and nuances get lost in transition.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

One Millimeter Mindset

APRIL 18, 2019

Selling pressure negatively impacts both employee experience and customer experience. . And new service teams, as one bank officer told me, may “throw new front line employees to the wolves, hoping to see whether they can take the pressure and figure things out.” Take the next steps.

E Commerce 65

E Commerce Banking Workshop Sales 65

One Millimeter Mindset

APRIL 10, 2019

Finding common ground through storytelling catalyzes professional development, workforce engagement and customer and stakeholder success. Consider the implications for not only customer acquisition, but also employee experience, customer experience and customer retention.

White Paper 13

White Paper Download Customer Retention Presentation 13

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

One Millimeter Mindset

MARCH 27, 2019

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. Talk about a vehicle for employee experience that drives customer experience. Regardless of job title, pay grade or level of education.

Workshop 14

Workshop Sales Customer Retention Download 14

One Millimeter Mindset

MARCH 13, 2019

Talk about negative employee experience. Talk about negative stakeholder experience. Which leaves many a project team incredulous that key internal stakeholders just do not “get it.” And also, leaves project team members feeling defeated and unappreciated. She is a member of SME, ASQ, SHRM and the National Speakers Association.

Workshop 12

Workshop Customer Retention Culture Download 12

One Millimeter Mindset

JANUARY 31, 2019

What happens to employee experience when they are not entirely incorrect? When employees propose solutions, modifications to processes or requests for increased budgets? Is there stakeholder pushback or are employees encouraged to be more curious and inquisitive? Then, create pathways to employees who “do know.”.

Employee Experience 69

Employee Experience Workshop Customer Retention Communication 69

One Millimeter Mindset

APRIL 24, 2019

Becoming part of this story becomes the magnet for employee loyalty. Alternatively, from an employee perspective, the story focuses on an exclusive subset of employees. And, for some employees, the goal of becoming part of this special group is daunting or unattainable, for any number of reasons.

E Commerce 76

E Commerce Leadership Download Employee Experience 76

One Millimeter Mindset

FEBRUARY 6, 2019

Tomorrow’s workforce profitability strategy focuses on employee interoperability across functional roles and departmental silos. Consider the impact on this model on employee experience. Employees understand how what each one of them “does” adds value to what everyone else “does.” Subscribe to my blog.

Workshop 74

Workshop Customer Retention Communication 2019 74

One Millimeter Mindset

MAY 23, 2019

Leadership through storytelling takes another look at your toxic professional stories. You know, the ones you bury, because you associate these stories not only with personal and professional embarrassment and humiliation. But also, with toxic workplace environments. Often, you move on: from toxic colleagues, workplaces and stories.

Workshop 70

Workshop Presentation Leadership 2019 70

One Millimeter Mindset

FEBRUARY 13, 2019

A valuable association chapter member experience is the lifeblood of an association chapter. Yet, like their business counterparts, state chapters of national associations can struggle to retain an actively engaged and growing membership.

Workshop 63

Workshop Leadership 2019 Books 63

One Millimeter Mindset

MAY 6, 2019

Babette Ten Haken’s One Millimeter Mindset® Storytelling for STEM Professionals and Left Brain Thinkers speaking programs and workshops are created for organizations and associations, like yours, who want to catalyze professional innovation, employee success and customer retention.

Workshop 13

Workshop Communication Customer Retention Download 13

One Millimeter Mindset

FEBRUARY 7, 2019

But also, your employee experience. Gain tactics to help you better serve yourself, so you can better serve customers. Babette Ten Haken is a customer retention specialist. Also, consider that revenue generation is part of everyone’s job description, whether stated or not. Subscribe to my blog.

Workshop 64

Workshop Customer Retention Communication Leadership 64

One Millimeter Mindset

MARCH 7, 2019

Do you retain employees as a critical part of your customer retention strategy? Or, are your (especially) front line employees considered to be disposable? Do I need to tell you I had one of the highest customer retention rates, year over year? Regardless of the size of your organization, retain employees.

Workshop 68

Workshop Customer Retention Sales Leadership 68

One Millimeter Mindset

MARCH 14, 2019

When this scenario is the norm, not only do account leaders run the risk of negative customer experience. In addition, they run the risk of negative employee experience and potentially, burnout. But also, the internal stakeholders serving as resources for these teams as they focus on their client’s success.

Workshop 64

Workshop Communication Customer Retention Innovation 64

One Millimeter Mindset

MAY 13, 2019

Leaving these biases unaddressed creates lousy employee experience. Connecting these dots, when employees feel disenfranchised from one another, their experience and success suffer. Ultimately, customer experience reflects this scenario as customer success and customer retention also are impacted.

Communication 61

Communication Workshop Download Employee Experience 61

One Millimeter Mindset

JANUARY 30, 2019

Also, how is this word impeding remarkable customer experiences and employee experiences? How aware are we of how our own speech habits impact how we set the client and employee experience table for the conversation that follows? Let’s explore. How many of us begin each day by erecting our own roadblocks?

Workshop 72

Workshop Employee Experience 2019 Books 72

One Millimeter Mindset

MAY 1, 2019

Babette Ten Haken’s One Millimeter Mindset Storytelling for STEM Professionals and Left Brain Thinkers speaking programs and workshops are created for organizations and associations, like yours, who want to catalyze employee stakeholder success and customer retention.

Return on Investment 71

Return on Investment Culture Workshop Customer Retention 71

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

RapportBoost

DECEMBER 10, 2018

According to research from Aberdeen, companies who provided an Omni-channel customer experience achieve a 91% higher year-over-year increase in customer retention, compared to organizations who don’t. There are many channels and customers often have strong preferences. Why does this matter to us?

Contact Center 40

Contact Center Customer Centricity Multi-Channel Webinar 40

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? Then, ponder the workforce profitability of your current strategy.

Culture 63

Culture Workshop Leadership Download 63

Help Scout

JUNE 22, 2021

If the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake. Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. Nearly three out of five consumers report that good customer service is vital for them to feel loyalty toward a brand.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

Michel Falcon Experience

JULY 17, 2015

When you go to the grocery store and pay for your bananas and milk, the person at the till is giving you customer service. When you file your insurance papers for your car, you are receiving customer service. When you visit the bank, and the teller helps you pay your bills… customer service.

Reference 60

Reference Employee Experience Wireless Customer Experience 60

One Millimeter Mindset

APRIL 15, 2019

Intentionally, or not, this cultural model has a devastating impact on employee and customer experience, as well as customer retention. As a prospective customer, I already anticipate the story of how your functional silos and hierarchical mindset are going to play out.

Customer Confidence 15

Customer Confidence E Commerce Customer Retention Customers 15

One Millimeter Mindset

MARCH 25, 2019

As a result, customers do not respect the value you bring to their business tables. Because when you work transactionally, you do not create the customer experiences which build loyalty: to you, your brand and your company. There is more to meeting those KPIs than, well, just meeting your KPIs and making your numbers.

Customer Experience 12

Customer Experience Sales Customer Retention Download 12

One Millimeter Mindset

MARCH 4, 2019

No matter where we sit around the business table, we sling our professional spiel. Our buzz words, our technical words, our “I’m part of The Club” words. In our minds, we showcase our expertise. However, in the minds of our audiences, teams and stakeholders, we just may be showing off. About how smart we are. And how smart they are not.

Workshop 70

Workshop Communication Presentation Download 70

One Millimeter Mindset

FEBRUARY 14, 2019

Shouldn’t our differences become strengths and opportunities – instead of impediments – for serving our customers (and each other) better and better?”. Babette Ten Haken is a customer retention specialist. Your thoughts? Hit this link and let me know what you think.

Workshop 13

Workshop Customer Retention 2019 Leadership 13

One Millimeter Mindset

FEBRUARY 4, 2019

Leveraging experience based storytelling encourages more collaborative business models and profitable workforces committed to customer success and customer retention. Get started on leveraging experience based storytelling. Even when their company is a normal, everyday company. Are you one?

Workshop 12

Workshop Customer Retention 2019 Culture 12