One Millimeter Mindset

FEBRUARY 25, 2019

Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. Book a 45-minute strategy session with me. Gain clarity, focus and tactics to better serve yourself, so you can better serve your customers. Planning your next corporate or association meeting? Image source: Fotolia.

Customer Focused 74

Customer Focused Workshop Communication Download 74

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Author of FOUR books on getting customer experience right. Author of FOUR books on getting customer experience right.

Engagement 52

Engagement Culture Measurement Employee Experience 52

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. Here’s why.

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Engagement Culture Workshop Employee Experience 63

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. Today, is that enough?

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Engagement White Paper 2015 Consulting 145

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Woo, Wow and Win , a recent book by Thomas Stewart and Patricia O’Connell gives some useful tips on where to start. Therefore, make sure your training and incentives reflect the service behavior your customers are seeking.

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Culture Customer Focused 2017 Effort Score 55

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Chief Customer Officer 2.0

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Customer engagement is successful to the degree that the rest of the company empowers its success. It’s an enterprise-wide imperative.

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Customer Engagement Engagement Customer Centricity Culture 48

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

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Engagement Customer Experience Net Promoter Score Customer Centricity 48

ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology.

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2020 Article Customer Service Airlines 157

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons.

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Books Social Media 2006 Blog 79

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. At Baro, we separate our training in two parts: customer-centric (i.e.

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Engagement Customer Experience Culture Social Media 128

GetFeedback

JULY 23, 2018

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand. Retail is changing in 2018.

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Customer Journey Mapping Customer Journey Retail E Commerce 218

Beyond Philosophy

DECEMBER 5, 2017

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Engagement 68

Engagement White Paper Definition Consulting 68

ShepHyken

DECEMBER 20, 2021

A good customer support experience drives loyalty. (We A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher.

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2021 Article Customer Service 2022 71

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

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Net Promoter Score Customer Centricity CEM Social Media 163

Customer Guru

AUGUST 8, 2018

Blake Morgan is a keynote speaker, best-selling author, and futurist in the field of customer experience. She is the author of the best-selling book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake Morgan Follow @BlakeMichelleM.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

ShepHyken

FEBRUARY 24, 2021

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. And, all of them focus on creating convenience and reducing friction for customers. The first, reducing friction, is tied to all five other principles.

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Customer Service Training Innovation Books Technology 151

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

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Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

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Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

OCTOBER 5, 2017

Here, we move to the next level of Customer Experience, where we explore the deep-seated reasons why customers do what they do. I wrote a book about this question, The Intuitive Customer. But to summarize a general theme of the book, customers are irrational. How customer centric is your organization?

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Banking Webinar Books Customer Centricity 142

ShepHyken

FEBRUARY 26, 2020

Want to engage and connect with your customers more effectively? I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. I even wrote a book devoted to exactly that: The Convenience Revolution. Follow on Twitter: @Hyken.

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Customer Experience Transportation Books Travel 114

Customer Bliss

FEBRUARY 23, 2016

Everything, of course, is through the lens of total customer focus. Head of Customer Experience Trait No. ’ You are basically the facilitator for uniting the organization to see things differently and act differently to deliver a one-company customer experience. .’ ” Head of Customer Experience Trait No.

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Customer Experience Chief Customer Officer Presentation E-support 231

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Nature of the job – Is it mentally stimulating day-to-day?

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Connections Engagement 2012 Definition 68

ShepHyken

SEPTEMBER 19, 2022

The ‘invisible’ Future of Customer Experiences by Elliot Maras. Kiosk Marketplace) With all of the innovation taking place in customer engagement tools, it’s hard for brands to know what to focus on: new apps, chat bots, virtual reality, avatars, the metaverse, artificial intelligence. The list goes on.

Article 65

Article 2022 Loyalty Programs Customer Service 65

ShepHyken

APRIL 11, 2022

Employee Engagement vs. Employee Experience: What’s the Difference & Why it Matters by Luke Jamieson. LinkedIn Pulse) Employee engagement, workplace culture, employee experience… these are popular captions that show up frequently in conversations about the current and future state of work. Yes, it’s the article is that short!).

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Article 2022 Customer Service Customer Service Training 65

ShepHyken

OCTOBER 17, 2018

Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. Apple was a stand-out in three areas, which are engagement, differentiation and consistency. This is why their customers are in love with the company. How do you connect with your customers? Follow on Twitter: @Hyken.

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Social Media Customer Care Customer Service Training Brands 121

Beyond Philosophy

OCTOBER 25, 2018

Our clients will also talk about putting customers first, but when push comes to shove, and we start to talk about customer-centricity, we discover that they don’t really. Customer-centricity Is Easy to Say and Hard to Do. These critical aspects are how the customer feels during the experience.

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Customer Centricity Culture Customers Customer Experience 245

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

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Customer Centricity Net Promoter Score Social Media Books 129

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is consistently helping his clients create a magical customer experience like Disney. He specializes in customer experience strategies, customer service engagement, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

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Culture Customer Focused Books Customer Service 76

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality.

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Return on Investment Customer Experience Professionals Leadership Consulting 177

Beyond Philosophy

FEBRUARY 10, 2016

When Rafat Ali, CEO and Founder of Skift, went to book a trip one morning, he was prepared. He knew he needed patience and perseverance to book travel online. Hateselling announces there is a problem with your Customer Experience. The least Customer-focused are Naïve; the most Customer-focused are Natural.

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Travel Books Hotels Culture 104

SurveySparrow

OCTOBER 13, 2023

For instance, SurveySparrow lets you not only create engaging surveys and collect data but also analyze and act upon the rich insights you gather from the process. Prioritizing Changes: Based on customer feedback, a restaurant may prioritize menu enhancements over interior decor changes if menu dissatisfaction is a recurring issue.

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Feedback E Commerce Social Media E-support 52

ShepHyken

AUGUST 31, 2020

How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. This article covers that and much more.

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Article 2020 Customer Service Social Media 108