PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback Customer Centricity 2021 Loyalty 62

Think Customers

MARCH 28, 2022

“To be successful, companies must remember that gig workers respond less to recognition among peers or professional mentorship and more to transactional benefits that support their flexible lifestyle,” according to a blog by Everee, a payroll and payments systems provider. In addition, communicating clear performance expectations is key.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

One Millimeter Mindset

APRIL 8, 2019

That is why business decision makers turn off and tune out presentations and communications from the left brain thinkers in your organization. Think about the implications for employee experience and customer experience. Subscribe to my blog. Share your email address in the red box in the right column of this blog.

Presentation 75

Presentation Workshop Communication Download 75

One Millimeter Mindset

JUNE 3, 2019

If you are trying to get people to “Yes” and they keep telling you “No” or remain ambivalent about your communications, both written, verbal and visual, professional speak is hampering you. Engage me to break down communication barriers. Subscribe to my blog. Contact me here. is available on Amazon.com.

Workshop 70

Workshop Communication Download Employee Experience 70

Beyond Philosophy

JANUARY 24, 2018

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works.

Consulting 100

Consulting Employee Experience Leadership Culture 100

Beyond Philosophy

MARCH 5, 2015

Customers don’t like to be late, but they like to be lied to even less, so this kind of honesty and open communication strengthens the relationship because Customers know that Southwest is going to tell them the truth. If you enjoyed this post, you may be interested in the following blogs: The Customer Flight Experience.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Beyond Philosophy

NOVEMBER 11, 2014

In this way, Target has used the natural tendencies of people to change their habits as the time to communicate that Target has everything they need. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Bold360

OCTOBER 2, 2020

Intelligent routing happens through an intelligent routing device or platform, technology that uses data and AI to automatically send inbound customer communications to the best resource for resolution. Pre-set routing rules determine how incoming communications are directed to specific areas, agents, or departments.

Contact Center 98

Contact Center Average Handle Time Hotels Customer Journey 98

One Millimeter Mindset

SEPTEMBER 11, 2019

Are you intentionally, or unintentionally, erecting communication barriers? And, create an employee experience, an audience experience. Finally, ponder the impact of your unaligned professional priorities on the client experiences you create when communicating with these decision makers. Think about it.

Presentation 71

Presentation Workshop Download Employee Experience 71

One Millimeter Mindset

APRIL 11, 2019

Think of the implications of your actions, over coffee, on future employee experience and customer experience. Subscribe to my blog. Share your email address in the red box in the right column of this blog. Her playbook of communication hacks, Do YOU Mean Business? Contact me here. Contact her here.

Customer Retention 59

Customer Retention Download Employee Experience Communication 59

CXApp

AUGUST 21, 2018

Delivering an optimal customer experience is, without a doubt, one of the most critical aspects of building a successful business. It is what directly influences the relationship between customer and brand, and helps drive loyalty. However, before you can focus on a forward-facing customer experience, you have to look inward.

Customer Experience 40

Customer Experience Employee Experience Social Media Leadership 40

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Culture 68

Culture Leadership Consulting Employee Experience 68

Beyond Philosophy

APRIL 15, 2019

Employees are the center of customer service because what happens on the inside of a company, will eventually show up on the “outside.” If your organization has an unhealthy employee experience, meaning there is no trust and departments aren’t talking to each other, etc., We shouldn’t see employees as simply revenue generators.

Culture 114

Culture Customer Service Leadership Airlines 114

One Millimeter Mindset

JUNE 20, 2019

Consider your own employee experience with these clients? Subscribe to my blog. Share your email address in the red box in the right column of this blog. Her playbook of communication hacks, Do YOU Mean Business? Which is exactly what these clients want. Should you retain them, moving forward? Contact me here.

Workshop 74

Workshop Download Employee Experience Blog 74

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? When customers need to “check in” with stakeholders throughout the organization, instead of hearing back from employees, customer trust erodes.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

Michel Falcon Experience

FEBRUARY 12, 2020

Since operating michelfalcon.com, writing blog posts and producing videos, I’ve had many people ask for advice on how to manage a relationship with their manager. You can turn this around if you follow the recommendations outlined in this blog post. Direct and honest communication wins the war here. Rhys’ Recommendation.

Communication 97

Communication Management Leadership Blog 97

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

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

2018 111

2018 Leadership Consulting Employee Experience 111

Beyond Philosophy

DECEMBER 5, 2017

Your customer-facing employees must be able to recognize these moments and the verbal and nonverbal cues that communicate how customers are feeling. These ‘tools’ include soft skills, like empathetic listening, better communication, and specific actions and phrases to apply to the situations.

Call Center 111

Call Center 2017 Contact Center Consulting 111

Call Experts

FEBRUARY 19, 2020

Customer Loyalty. Enhanced customer experience is the key to improve customer loyalty. More Blogs Menu. The Value of an Optimized Customer Experience. Monitor Your Customer Experience with Real-Time Dashboards. Impact of Customer Experience on Churn and Retention. FCC blocks Robo-Calls.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

One Millimeter Mindset

APRIL 6, 2021

How do you plan on communicating the power of those certifications? Where the lines of communication and collaboration become professionally ambiguous. As you emerge into the post-pandemic global business ecosystem, soft skills are mission-critical to communicating cross-functionally. First, how will you talk the talk?

Leadership 77

Leadership Consulting 2020 Communication 77

One Millimeter Mindset

MARCH 19, 2020

By reassessing professional relevance, you communicate and collaborate differently. Initially, this shift in how you are comfortable communicating may make you professionally uncomfortable. I recommend reassessing professional relevance at every opportunity you have to communicate and collaborate with others.

Workshop 83

Workshop Consulting Communication Books 83

inmoment

MARCH 12, 2020

While these communications are nice to hear, we do not think they resonate with customers as effectively as specific plans for maintaining safe environments. Doing so will generate tremendous customer goodwill and foster long-term loyalty. Tip #5: Don’t Forget Your Employees. The Bottom Line.

Customer Experience 93

Customer Experience Travel Airlines Financial 93

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. Subscribe to my blog. Share your email address in the red box in the right column of this blog.

Customer Retention 58

Customer Retention Download Leadership Blog 58

SurveySparrow

JUNE 20, 2023

But what precisely is customer service experience, and why does it matter? In this blog, let us take a look at what the customer service experience is, ways to create an exceptional customer service experience with top-notch examples. What is Customer Service Experience?

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

Avaya

SEPTEMBER 18, 2018

Critical here is the transformation of business communications for strengthening customer experience and improving key service measures like CLV, Customer Satisfaction, and Net Promoter Score. So, what does this communications transformation look like? Customers’ communication preferences vary, yet expectations remain the same.

Net Promoter Score 47

Net Promoter Score Contact Center Communication Healthcare 47

BirdEye

MAY 19, 2023

In this blog, we’ll demonstrate the powerful benefits of a feedback loop, along with real-life examples so you can leverage methods for continuous improvement. Facilitates better communication A feedback loop is a system your customers can use to voice their dissatisfaction and through which your business can respond.

Feedback 52

Feedback Net Promoter Score 2004 Social Media 52

Beyond Philosophy

MARCH 19, 2015

However, when this organization, and others in the employee engagement research, training and consultation space, makes claims that engagement, in and of itself, contributes to customer value and loyalty behavior, two important questions need to be asked. Blogs Employee Experience' Those question are: 1) Really?

Engagement 104

Engagement 2006 Customer Experience 2012 104

SurveySparrow

AUGUST 29, 2022

In this blog, we’ll cover: What is Employee Net Promoter Score? 50+ Employee NPS Survey Questions + Template. What Exactly Is Employee Net Promoter Score? The employee net promoter score (NPS) is a metric used to measure the loyalty of a company’s customer base. 9 Timeless ENPS Survey Tips!

NPS 52

NPS Net Promoter Score Culture Employee Experience 52

Beyond Philosophy

JUNE 7, 2017

There are, in fact, only a handful of CEOs who have managed to retain their personal vox populi, and these are usually the CEOs of companies that have been building brand trust and loyalty for a lot longer than most. It also means having open lines of communication and not sweeping staff issues under the carpet. The Trust CX.

Government 121

Government Advertising Webinar Social Media 121

Natalie Petouhof

AUGUST 15, 2022

They theorized that maximizing share of customer and then return on customer (increasing loyalty and revenue) depended on the efforts to elevate the customers’ trust. Then they can proactively orchestrate relevant offers, support, and communications at the correct times and places in the customers’ journeys.

Customer Experience 52

Customer Experience 2001 Average Handle Time Omnichannel 52

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs? Satisfaction Is Almost Irrelevant.

Chief Customer Officer 111

Chief Customer Officer 2003 Leadership Consulting 111

Beyond Philosophy

NOVEMBER 22, 2017

About fifteen years ago, my colleague Jill Griffin and I identified nine best ‘people first’ employee experience practices for our co-authored book, Customer Winback. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day. Four Tools To Help Customer Service Survive The Holidays.

E Commerce 89

E Commerce E-support Banking Culture 89

Lumoa

MAY 5, 2022

A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth. Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

Beyond Philosophy

OCTOBER 29, 2014

By focusing their communication on what their customer truly valued (even though some of the customers were not consciously aware of what it was they valued). And since I mentioned Kahneman I can’t miss the chance to mention one of the most profound experience psychology principles that we’ve come across: the “ Peak-End ” rule.

Net Promoter Score 140

Net Promoter Score Customer Experience CEM Banking 140

VDS

JULY 22, 2020

In business, leaders will benefit from reflecting on how these changes—shutdowns, communication changes, working from home—have impacted their relationships with their consumers and consider how this season has improved or harmed your business continuity. MISSION CRITICAL: COMMUNICATION. Make sure to tell employees: They are valued.

Connections 52

Connections Contact Center Communication Definition 52

One Millimeter Mindset

MARCH 18, 2019

What type of professional legacy do you create by reinforcing barriers to stakeholder communication? Subscribe to my blog. Share your email address in the red box in the right column of this blog. Her playbook of communication hacks, Do YOU Mean Business? Then, take these next steps…. Contact me here.

Workshop 72

Workshop Customer Retention Communication Culture 72