ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. Video can tell, sell and connect with your customers. Follow on Twitter: @Hyken.

Article 75

Article 2020 Customer Service E Commerce 75

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 92

Social Media Customer Centricity Books Culture 92

Think Customers

DECEMBER 13, 2021

Step #5: Orchestrate improved customer and employee experiences Once your transformation strategy is defined and you have full buy-in across your organization, you can begin to implement the changes you’ve prepared for, starting with the first point on your roadmap.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

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? Then, take these next steps….

Workshop 72

Workshop Customer Retention Communication Culture 72

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 68

Social Media Customer Centricity Books Culture 68

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM 2014 74

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. Communication Disconnects negatively impact Customer Retention [link]. Do You have a Bright, Shiny Client Retention Strategy? [link].

Customer Retention 66

Customer Retention Blog Workshop Download 66

ShepHyken

NOVEMBER 29, 2021

The customer experience really starts on the inside of an organization with the employee experience. Take care of employees and they stay. And remember what I always say: “What’s happening on the inside of an organization is felt on the outside by the customer.”. Follow on Twitter: @Hyken.

2021 83

2021 Article Customer Service Retail 83

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Wootric

FEBRUARY 14, 2019

Why we love Melinda: She’s a Customer Experience Strategist with experience in Customer Success Management, Customer Experience Design, Voice of the Customer, and Customer Retention/Loyalty/Advocacy practices. Why we love Rachel: She’s the Director of Customer Experience at Zuora.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. In giving yourself permission to revisit these stories, you rediscover and redefine yourself in terms of your unique professional purpose. Liberate yourself from toxic professional stories. Regardless of job titles, pay grades, levels of education and generations.

Workshop 70

Workshop Presentation Leadership 2019 70

ShepHyken

SEPTEMBER 27, 2021

(Forbes) For many businesses, customer acquisition is the focus of their marketing campaigns. Yet, changes in the business landscape have Gartner reporting CMOs will move their focus to customer retention over acquisition this year. Go to The Customer Focus to learn more about our customer service training programs.

Article 19

Article 2021 Customer Service E Commerce 19

ijgolding

OCTOBER 19, 2015

I strongly believe that if your people understand how it FEELS to be a customer, then their ability to empathise with any situation is amplified. Take the man in this picture. This is Alan; he is 82 years old and works in the Rochdale, branch of DIY retailer B&Q in the UK.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78

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? What customer-focused opportunities are overlooked?

Culture 63

Culture Workshop Leadership Download 63

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

Michel Falcon Experience

JULY 17, 2015

Consider the following statistics: The probability of converting a new customer is 5% to 20% (Marketing Metrics). The probability of converting an existing customer is 60% to 70% (Marketing Metrics). Increasing customer retention rates by 5% increases profits by 25% to 95% (Harvard Business Review).

Reference 60

Reference Employee Experience Wireless Customer Experience 60

CX Journey

OCTOBER 3, 2017

they heard about successful brands that talked about (and focused on) employee experience, customer experience, customer-centric culture, customer-focused culture, and other key words and phrases that linked to business outcomes such as employee retention, customer retention, and revenue growth.

Chief Customer Officer 50

Chief Customer Officer Transportation Culture Leadership 50

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. Every group in Marketing is continually contributing to customer journey and persona insights.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Storyminers

JULY 6, 2020

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. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

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. Jeff helps clients develop customer-focused cultures. Leslie O’Flahavan.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

One Millimeter Mindset

FEBRUARY 14, 2019

In addition, positive internal customer experiences are the outcomes of both courage and critical thinking skills in the face of push-back in risk-averse cultures. Ultimately, enduring and profitable customer-focused outcomes are the result of everyone getting to the finish line. Because they have each other’s backs.

Workshop 13

Workshop Customer Retention 2019 Leadership 13

One Millimeter Mindset

FEBRUARY 20, 2019

As a result, customer-focused outcomes are less innovative and nimble in helping customers meet the needs of their own current and future customers. When leveraging internal stakeholder experience, focus on professional fulfillment rather than workplace enjoyment. Instead of developing into “far more than.”

Customer Experience 14

Customer Experience Workshop Download Communication 14