Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership 2021 59

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Use the Data.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

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

Customer Bliss

AUGUST 8, 2019

Watch my video interview with Horst and learn how to be a leader that sets the vision and the standards: 3 Keys to Creating Excellence in Your Customer and Employee Experience with Horst Schulze. The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick Delsi.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Culture Demo Healthcare 52

Beyond Philosophy

AUGUST 2, 2017

What you need to hold on to your team and have them deliver on the brand promise you made to your customers are engaged employees. Not only that, but also you need some champions of the employee experience, what we call in our global customer experience consultancy, Employee Ambassadors. They innovate.

2016 120

2016 Leadership Employee Experience 2017 120

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

One Millimeter Mindset

APRIL 15, 2021

Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 96

Leadership Innovation Consulting Presentation 96

One Millimeter Mindset

FEBRUARY 18, 2021

What type of customer and employee experience will you create during your tenure? Over time, your resume chronology reinforces that you have held a number of similar positions as a retained and productive employee. What additional value can you co-create together, to keep each other challenged, interested, and innovative?

Leadership 79

Leadership Innovation Presentation Employee Experience 79

One Millimeter Mindset

FEBRUARY 11, 2021

If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. Finally, instead of being busy delivering and lecturing, make intentionally innovative choices to change the impact of your delivery. Are you busy delivering non-stop, one-way output to your team? For all the right reasons.

Leadership 92

Leadership Innovation Presentation Consulting 92

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience.

Culture 52

Culture Feedback Employee Experience Demo 52

Customer Bliss

AUGUST 23, 2016

Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Continuous enhancement teams: Place these throughout the org to identify different opportunities for enhancing both the (a) customer and (b) employee experience. That’s human nature.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

One Millimeter Mindset

FEBRUARY 4, 2021

If you are lucky, they tell you the real issue behind their No: “Why didn’t you consult with me in the first place?” Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 81

Leadership Workshop Innovation Consulting 81

One Millimeter Mindset

APRIL 20, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 79

Leadership Consulting Innovation Presentation 79

One Millimeter Mindset

APRIL 13, 2021

I consulted with one small business team whose CEO insisted on being part of every meeting. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 82

Leadership Consulting Innovation Presentation 82

One Millimeter Mindset

MAY 13, 2021

In addition, solutions become more innovative because you are willing to take chances with the status quo. Change Agent | Collaboration Catalyst | Complex Problem Solver | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Coach, Author |. Contact me here.

Leadership 84

Leadership Innovation Consulting Presentation 84

One Millimeter Mindset

JUNE 30, 2021

When I speak to and consult for clients on individual and organizational growth strategies, I focus on whether they and their company have the internal capacity to deliver more complex solutions. However, what happens when you are faced with clients requiring not-so-simple solutions to complex problems? Delivered virtually or in-person.

Innovation 65

Innovation Consulting Leadership Events 65

One Millimeter Mindset

DECEMBER 10, 2020

My speaking, consulting and coaching programs do not shy away from this topic, either. By the way, when I facilitate and consult, those messages are sent directly to me. How might your own professional innovation be liberated from unconscious professional exclusion? It does not need to be that way any more. Contact me here.

Workshop 81

Workshop Innovation Consulting Presentation 81

One Millimeter Mindset

FEBRUARY 16, 2021

Begin each day by asking yourself these two questions as keys to more valuable and innovation professional opportunities. Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Touchpoint 90

Touchpoint Innovation Leadership Communication 90

One Millimeter Mindset

JANUARY 26, 2021

In working with leaders and teams on professional innovation and strategic business and human capital value, I spend a lot of time observing teams. Wrestling with how to collaborate more innovatively with colleagues and clients? Finally, silence is golden. Possibly for the first time. To get to where you really need to go.

Leadership 84

Leadership Innovation Definition Consulting 84

Beyond Philosophy

JANUARY 3, 2017

These centers of customer interaction now represent the principal touch-point with customers; and beyond technology, they have the capability to generate and manage a continuous flow of customer information, and to increase customer loyalty and advocacy behavior. More targeted employee training and skill development.

Travel 76

Travel Loyalty Customer Service Representative Consulting 76

One Millimeter Mindset

APRIL 6, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 77

Leadership Consulting 2020 Communication 77

One Millimeter Mindset

MARCH 23, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 76

Leadership Consulting Innovation Presentation 76

Think Customers

MARCH 21, 2023

The power of connectivity was on brilliant display this month in Salt Lake City, where approximately 10,000 customer experience professionals gathered to soak up inspiration and new ideas to deploy upon returning home. Improving the employee experience in this way ultimately enhances the customer experience as well.

Healthcare 52

Healthcare Airlines 2022 Transportation 52

Strativity

JULY 16, 2020

Sensing that we needed a more clearly defined mission, I developed a growth vision for the company that positioned us more as a consulting firm with a unique ability to use consumer feedback to help companies solve complex marketing and business problems. As we expanded into consultative insights and innovation, we became LRW.

Consulting 52

Consulting B2C Loyalty Programs Social Media 52

One Millimeter Mindset

MARCH 18, 2021

Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |.

Leadership 72

Leadership Consulting Culture Innovation 72

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Blogs Employee Experience' Those question are: 1) Really?

Engagement 104

Engagement 2006 Customer Experience 2012 104

Think Customers

DECEMBER 13, 2021

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. Fast forward to 2022—successful brands who continue to grow, innovate, and advance in the digital space need to answer the question: Are we sticking to the human side of the experience? Who wins with great CX?

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

One Millimeter Mindset

FEBRUARY 25, 2021

Because your professional innovation leverages a better-architected and articulated professional value proposition. Then, the next post, Create More Value By Speaking Less Professional Jargon , addresses how to limit over-use of terminology which reduces collaboration and innovation. Is it time for a change that you actually control?

Blog 77

Blog Innovation Leadership 2021 77

SurveySensum

FEBRUARY 28, 2024

They allow employees to share their thoughts openly and honestly without fear of repercussions, leading to more accurate insights and actionable feedback for improving the employee experience. ’ It fosters a growth mindset among employees by simplifying the feedback and peer review processes.

2024 52

2024 Feedback Demo Social Media 52

One Millimeter Mindset

AUGUST 20, 2020

So you position yourself as an innovator and revenue-generator. I am a card-carrying STEM professional and left-brain thinker, specializing in cross-functional leadership, new product development and professional innovation. Instead of an order-taker working within a cost-center. Think about it. Then take action.

Innovation 86

Innovation Leadership Measurement Consulting 86

One Millimeter Mindset

FEBRUARY 23, 2021

Is group-think more valued than creative tension and innovation? Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. Are their collective voices complementary to yours?

Innovation 79

Innovation Leadership Consulting Presentation 79

Call Experts

FEBRUARY 19, 2020

Customer Loyalty. Enhanced customer experience is the key to improve customer loyalty. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. Use AI to enhance the customer experience journey.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

Beyond Philosophy

DECEMBER 20, 2017

If the manager had ever seen Office Space, the lessons of negative employee experience and dopey company rules were lost on him. Here is the reality: As demonstrated again and again, if all employees are not committed to, and supportive of, CX initiatives, the enterprise – in any industry, in any locale – will suffer.

2006 68

2006 2012 Consulting 2017 68

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Engagement 68

Engagement White Paper Definition Consulting 68

Beyond Philosophy

AUGUST 9, 2016

They can do straight customer loyalty and customer value research by recruiting panels of forum participants. Through such programs, employees can offer ideas for improving the customer experience, co-create, offer perspectives on the ideas of others, and help track these ideas from the first spark to final implementation.

Connections 60

Connections Insights Social Media Banking 60