One Millimeter Mindset

NOVEMBER 19, 2018

Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. First of all, customers continuously re-evaluate why they do business with us. And third, our actions consistently fall short of customer expectations. Here’s why.

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Customer Retention Innovation Workshop Social Media 73

One Millimeter Mindset

DECEMBER 12, 2018

Customer retention is a business growth, expansion and sustainability strategy. Yes, sales people usually get all the glory. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process. Subscribe to my blog.

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Customer Retention Blog 2018 Workshop 63

One Millimeter Mindset

JULY 4, 2019

What is your current customer retention strategy value? I offer these five customer retention strategy value blog posts for your reading pleasure. While retaining customers is an art form, the relentless pace of technology change challenges the norm. Storytelling Outcomes influence Post Sale Customer Expectations.

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Customer Retention Blog Workshop Download 59

One Millimeter Mindset

DECEMBER 19, 2018

These 18 ways create a more effective customer retention strategy. However, they are contrary to everything you have learned as a sales professional. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers. That is all.

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Customer Retention Return on Investment Workshop Sales 73

ReviewTrackers

APRIL 1, 2019

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. According to Kantar , banks that lead in the customer experience index have a recommendation rate that is 1.9 times higher, and their customers are 2.1

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Banking Customer Retention Financial Seminar 89

One Millimeter Mindset

AUGUST 20, 2018

Customer retention experiences create a rich chronicle of just how it is to work with us, and our organizations. Yet, these bold, splashy stories, which our marketing departments love, leave the customer’s biggest question unaddressed: “Will you forget about taking good care of me, once I sign the contract?”. Think about it.

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Customer Retention Workshop Sales Customers 50

One Millimeter Mindset

SEPTEMBER 16, 2019

Especially when these omitted details surface, often inconveniently, both pre- and post-sale. Most of the time, these professionals are involved in the post-sale care and feeding of customers, once a sale is consummated. At “that” final meeting, when the sale is assumed, but not yet closed. Something different?

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Sales Return on Investment Workshop Customer Retention 72

One Millimeter Mindset

SEPTEMBER 24, 2018

Then again, when customer conversations stray dangerously close to the constraints of what is comfortable, why not at least pursue what just might be possible? When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? If not today, tomorrow?

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B2C Workshop Customer Retention B2B 213

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. Then, competing customer retention cultures are sustained by traditional workforce hiring practices.

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Customer Retention Culture Workshop Customer Focused 61

One Millimeter Mindset

NOVEMBER 29, 2018

Your employees are confused about their customer retention roles. Into customer experiences, customer success and customer retention. First, ponder whether your hiring processes focus on hiring employees to fulfill customer retention roles. . Never miss another insightful post.

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Customer Retention Workshop Definition Books 65

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. Here’s why. Well, do they?

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Sales Workshop Customer Confidence Touchpoint 68

One Millimeter Mindset

SEPTEMBER 5, 2018

How are your best value added customer experience efforts sabotaged, both pre- and post-sale? What you do, when you are not actively selling, engineering, coding and serving, adds value to each customer’s experience of how it is to work with you. Never miss another insightful post. Contact me. Subscribe to my blog.

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Customer Experience Workshop Customer Retention Sports 96

ShepHyken

SEPTEMBER 10, 2023

.” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. For some small brands, a viral moment can be game-changing for putting their brand on the map, and for larger retailers, it can draw attention to a new product line to significantly boost sales.

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One Millimeter Mindset

AUGUST 27, 2018

Innovative customer experiences stand out from what customers are used to experiencing. Also, after the customer service rep, sales rep, engineer, field sales service rep, Quality professional departs, the customer asks themselves: “What just happened?”. Customers cannot get you out of their minds.

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Innovation Customer Experience Workshop Customer Retention 86

Retently

APRIL 5, 2024

It includes every touchpoint a customer has with the retailer, whether it’s walking into a store, speaking to customer representative or unwrapping the product at home. Traditionally retail refers to the sale of goods and services through physical stores. The result?

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Retail Engagement Customer Experience Loyalty Programs 78

ClearAction

DECEMBER 5, 2023

Your influence: You’re collecting customer experience insights every moment in databases of all kinds. When you data mine CX insights and inspire managers to use it for every growth effort , you’ll see much higher performance in these growth metrics: CX-Inspired Growth leads to Right the First Time.

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Metrics Effort Score ROI Chief Customer Officer 62

One Millimeter Mindset

FEBRUARY 21, 2019

Regardless of whether you are an inside or outside sales professional, the care and feeding of potential and current clients is critical. Your organization’s and your clients’ A customer acquisition and retention ecosystem exists. Well, the sales rep was OK. After all, how many sales reps tur n over each year?

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Workshop Customer Retention Sales Communication 65

ShepHyken

FEBRUARY 12, 2024

This article shares some great insights and findings. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Connect with Shep on LinkedIn.

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2024 Article Customer Service Social Media 67

One Millimeter Mindset

JANUARY 3, 2019

It is never too early to focus on retaining customers. Because if you do not make customer retention a simultaneous part of your customer acquisition process, then you will be worrying about retaining customers down the road. Because a customer’s retention experience starts long before that customer is acquired.

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Workshop Customer Retention Sales Customers 70

SurveySparrow

NOVEMBER 28, 2019

Customer Experience conferences are always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Customer Experience Strategies Summit (CXS).

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2020 Customer Experience Workshop 2019 96

ShepHyken

AUGUST 6, 2023

My Comment: I love a great list, and there will be a few of them on this weekly roundup of excellent customer service and CX articles. We kick off with an article that features a number of experts sharing their insights on how to spot and proactively manage problems, complaints, and anything the customer considers a “pain point.”

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Article 2023 Customer Service Magazine 62

One Millimeter Mindset

NOVEMBER 14, 2018

Ultimately, each customer’s decision to continue doing business with us firmly is in the hands of all of those “someones” responsible for post-sale customer care, in one form or another. Most importantly, these someones are responsible for creating aggregated customer experiences critical to customer retention.

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Customer Retention Workshop Events Customer Care 65

One Millimeter Mindset

JANUARY 7, 2019

Compelling storytelling fuels customer retention. After all, each story is about how working with you and your organization fuels their business growth, customer success and customer retention. Engage me to speak or conduct a workshop at your next corporate or association event. Subscribe to my blog.

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Workshop Customer Retention Customers Books 73

One Millimeter Mindset

MARCH 18, 2019

Let alone experiences leading to customer success and customer retention? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. Yet, the same two-thirds of these workshop attendees tell me that the people sitting around the table do not know who they are and what they do.

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Workshop Customer Retention Communication Culture 72

One Millimeter Mindset

DECEMBER 13, 2018

Lots of organizations spend a lot of money on content creation to promote the sales of their products and services. It simply is a matter of understanding where to look, how to listen, the questions to ask, and then how to collaborate and translate into enduring, customer-focused stories. Never miss another insightful post.

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Blog 2018 Workshop Customer Retention 68

One Millimeter Mindset

SEPTEMBER 27, 2018

3 Ways Your Value Added Customer Experience Efforts are not Valued. 2 Ways We create Innovatively Unforgettable Customer Experiences. 3 Ways to improve Your Customer Retention Scorecards. Are We Storytelling compelling Customer Retention Experiences? Never miss another insightful post. Contact me.

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Blog Customer Retention B2C Workshop 70

GetFeedback

AUGUST 14, 2019

Why only consider the percentage of those customers who call themselves satisfied? . A big reason is that tracking the two highest values from CSAT is the more accurate predictor of customer retention than overall averages. . You can ask customers to provide feedback on their satisfaction along their journey.

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Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

One Millimeter Mindset

SEPTEMBER 3, 2018

Consequently, professional experience is customer-focused, rather than self-serving. Far too many of us equate customer retention only with retaining customers in our own customer bases. Regardless of our professional disciplines, each of us utilizes our professional experience to better serve customers. .

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Article Workshop Customer Retention Innovation 50

One Millimeter Mindset

JULY 9, 2020

It just could be that client retention folks are the best salespeople in your company. Professionals involved in the post-sale care and feeding of newly-acquired customers. Also, the people who directly answer client questions throughout that customer’s life cycle. It’s about time. Delivered virtually or in-person.

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Workshop Sales Leadership Innovation 96

One Millimeter Mindset

AUGUST 2, 2018

Businesses have a customer experience gap. I’ve spoken with many business owners, consultants, sales people or post-sales support professionals. Each individual I’ve spoken with is adamant that: “W e stick close to the customer to create great experiences.”. Never miss another insightful post. Think about it.

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Customer Experience Workshop E-support Customer Retention 50

SurveySensum

JANUARY 26, 2024

So let’s deep dive into different stages of the customer journey. From the initial interaction to the post-purchase engagement, we will understand each phase, uncovering the touchpoints that shape the customer journey. Let’s get started with the first of five stages of the customer journey – Awareness!

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Customer Journey Social Media Touchpoint Webinar 52

One Millimeter Mindset

SEPTEMBER 10, 2018

How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution? I recently became “that” disgruntled customer based on lack of leadership communication across the organization. Never miss another insightful post.

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Leadership Communication Workshop Customer Retention 61

One Millimeter Mindset

JULY 18, 2018

And, let’s not forget invitations to participate in customer experience (CX) surveys. Plus, sales reps, as well as IT and engineering professionals, request appointments. Wisdom has it that an average of 10 customer touches are involved before a potentially new customer schedules a meeting. You get the picture.

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Customer Experience Workshop Seminar Customer Retention 51

One Millimeter Mindset

AUGUST 22, 2018

Providing compelling speaking programs and workshops focused on professional innovation, workforce engagement and customer success for customer retention. Often, realizing the impact of their own self bias on their professional development gives audiences and workshop participants reason for Pause. Contact me.

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Workshop Customer Retention Roadmap Innovation 51

One Millimeter Mindset

JUNE 25, 2018

First, when sales people put on the pressure to fulfill their quarterly quota, clients go dark. Because chances are, end of quarter sales persistence represents the rare time the seller actually does contact that buyer. So much for “sticking close to the customer” for customer retention? More details here.

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Customer Care Workshop Customer Retention Innovation 47

CSM Magazine

AUGUST 4, 2023

These engaged customers, in turn, share their delightful experiences with friends and family, acting as brand ambassadors and attracting new customers to the coffee shop. This targeted approach resonates with each customer segment, fostering stronger connections and higher levels of engagement.

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Customer Engagement Engagement Social Media Loyalty Programs 52

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? I will be honored to customize my keynotes and workshops to your next event. Never miss another insightful post.

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Workshop Customer Retention Events Culture 75