Confusing Customer Service Delivery with Customer Experience Delivery?

Babette Ten Haken

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles.

A Hopscotch Client Retention Strategy will not boost Client Success

Babette Ten Haken

If you practice a hopscotch client retention strategy, do not get your hopes up. When your organization embraces a hopscotch client retention strategy, you color within the lines. Based on the quality of customer insights you have gleaned by going off-script in your conversations?

How To Boost Client Retention – Without Customer Service or Account Reps

Sales and Marketing Management

Author: Ajay Gupta It’s well-known that keeping customers is much more cost-effective and profitable than securing new clients. Harvard Business Review estimated that customer acquisition is 5 to 25 times as expensive as customer retention. What’s more, a Bain & Company study found that increasing customer retention rates by a mere 5% boosts profits by 25% to 95%. Put your whole team in a customer-facing role.

3 Ways to improve Your Customer Retention Scorecard

Babette Ten Haken

Do you have a customer retention scorecard? Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis.

7 Must-Have Automated Documents for Sales Success

Many companies have adopted technologies like customer relationship management. Even if it’s all in Salesforce, crucial account data is spread across different objects— Accounts, Opportunities, Contacts, and custom objects—users must constantly. services they need. Retention.

How to Get Sales and Customer Service Teams Working Together

Base CRM

The customer experience today is more relational and less transactional than ever before. This is a great thing for customers, and it’s a great thing for businesses that want to build long-term relationships with those customers. But this shift towards relationships and away from mere transactions has also revealed one of the fundamental problems in how we think about sales and customer service. This disconnect primarily affects the customer experience.

When We leverage Our Customer Retention Superpower

Babette Ten Haken

Each of us has a customer retention superpower. And our unique qualities, actions, beliefs and behaviors keep customers glued to our sides, year after year. Because if, and when, we leave our current employer, why is it that some of our customers follow us to our next employer?

Customer Retention Strategy or Customer Churn Strategy?

Babette Ten Haken

Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? My One Millimeter Mindset blog post, “ Do Our Professional Labels create Positive Customer Experiences?

Churn 95

Communication Disconnects negatively impact Customer Retention

Babette Ten Haken

Communication disconnects, above all, have negative impacts on customer retention rates. First, when customers do not understand the purpose of your job function or cannot understand the words you use, they tune out and turn off. Customers feel the same way.

Start Solving the Customer Retention Ownership Conundrum

Babette Ten Haken

The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. So, just who, in your organization is responsible for customer retention ownership? Customers are smart.

Difficult Customers? Read this Customer Retention Blog Review.

Babette Ten Haken

We all experience difficult customers, from time to time. When we only have one customer as our “one and only” customer, well, things become challenging. In order to deliver product, service and experiential quality excellence. The post Difficult Customers?

3 Common Scenarios scream for Innovative Customer Retention

Babette Ten Haken

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. Clarify the context of the customer’s issues.

18 Ways to create a more effective Customer Retention Strategy

Babette Ten Haken

These 18 ways create a more effective customer retention strategy. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers.

6 Marketing Strategies for B2B Customer Retention

Sales and Marketing Management

Businesses aren't like retail customers. You deal at a level and the businesses are your core customers. Without taking care of your core customers, your business plans will soon falter, and your brand will suffer. Customer service.

Why do Organizations have Competing Customer Retention Cultures?

Babette Ten Haken

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. Book an appointment with me to better serve your customers.

Are We Storytelling compelling Customer Retention Experiences?

Babette Ten Haken

Customer retention experiences create a rich chronicle of just how it is to work with us, and our organizations. Some of our truly best stories about creating compelling customer retention experiences thus remain untold. Because I am known for having my customers’ backs.

One Millimeter Mindset™ 2018 Customer Retention Blog Review

Babette Ten Haken

Customer retention is a business growth, expansion and sustainability strategy. 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.

A Potent Human Capital Strategy needs a Potent Client Retention Strategy

Babette Ten Haken

A potent client retention strategy is driven by an equally potent human capital strategy. Otherwise, stakeholder churn rates negatively impact your organization’s and association’s ability to hold on to the customers you work so hard to win.

How to Track and Drive Productivity for Remote Sales and Customer Service Reps in 2019

Sales Hacker

The remote sales force and customer service team is officially here. Sales and customer service teams are not immune to these larger trends. Benefits of Remote Sales and Customer Service Teams. How to Track and Drive Remote Customer Service Productivity.

How do Clients rate Your Post Sale Customer Retention Performance?

Babette Ten Haken

How would you rate your own customer retention performance? Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention. When that happens, guess who owns customer retention – and that customer relationship?

Are Experience Conflicts sabotaging Our Customer Retention Strategy?

Babette Ten Haken

Ah, the impact of experience conflicts on the performance of our customer retention strategy. That “something” completely disrupts customer experience equilibrium. Or the first order of post-sales service when the problem occurs. How we serve customers is dynamic.

Customer Retention, Customer Service, Customer Experience The Rant Goes On

Partners in Excellence

I’ve spent hours on the phone with customer service representatives. Each time, I have to go through the same story, give them the same customer numbers, email addresses, problem ID’s. Brock, we are dedicated to customer service and solving your problem. However, I am forced to care about their problems, because if I don’t respond, the problem is closed as “solved, customer happy.” Related posts: Customer Retention, A Rant.

Customer Service Training: Why Practice is Essential

Lessonly

With realistic practice scenarios, teams of all kinds can break away from the status quo and delight customers like never before. And the first time they really get to practice speaking about that new promotion, it’s on a phone call with a customer.

Who Cares About “Outstanding Customer Service Experience?”

Partners in Excellence

Sometimes, I think we get customer service wrong. We sell the value of our outstanding customer service. Frankly, to me, the very best customer service experience is to have no customer service experience at all! Not having the need to engage customer service, in the first place, makes me more satisfied with the product or service I’ve bought than the most sophisticated customer service process in the world.

How to Revamp Customer Service Training

Lessonly

Dave is the manager of a large and rapidly growing customer service team. They handle thousands of customer interactions every day through email and chat. His company, which provides hassle-free travel assistance, recently expanded its services to five new cities.

How to Increase Customer Retention, Lifetime Value and Reduce Your Cost Per Sale

Keith Rosen

If delivering exemplary customer service is a cornerstone to building your business, revenue, referrals and client retention, then why do most companies invest more time on customer acquisition instead of retention, fail at meeting customer expectations and ultimately lose business to competitors?

Great Customer Service Doesn’t Equal Great Customer Experience

Partners in Excellence

I’ve been, at the encouragement of the service provider, changing our mobile plans to save money. The funny thing is the customer service people I talk to on the phone are fantastic! From a customer service point of view, I can’t give them any higher compliments. I’d been receiving emails from the vendor saying, “You can save a lot of money on your wireless/mobile services.” I called customer service.

3 Tips to Boost Customer Retention and Growth

Sales and Marketing Management

You don’t even need to land a single new customer. According to a study from Harvard Business School , you can boost profitability by 25 to 95 percent by focusing on current customers and boosting retention rates by just five percent. It may seem incredible, however, when you consider the high costs of customer acquisition, the numbers make sense. It costs five times more to land a new customer than to keep a current one in the fold. Reinvent Customer Service.

How Sales Technology Impacts Recruiting and Retention

CloserIQ

The business case for adopting these systems often overlooks a very important component – the positive impact on sales team recruiting, onboarding, and retention. Time spent actual selling in front of the customer is down 26%. To that end, it’s pivotal to understand how to include sales hiring and retention when you’re building a business case for adopting new technology. The post How Sales Technology Impacts Recruiting and Retention appeared first on CloserIQ Blog.

Are Your Employees invested in Your Company Story?

Babette Ten Haken

With each other, and for each other, on behalf of serving your company’s customers. Because marketing materials often are focused on customer acquisition and stockholders, rather than attracting and retaining of internal employee stakeholders.

Research: Align Your Customer Service, Marketing, and Sales Teams to Drive Revenue

The Brooks Group

Today, customer experience dictates how successful a company will be in the long-term. That’s why it’s key that your salespeople use a customer-focused, consultative selling process with every prospect and customer they interact with.

Will Customers evaluate Your Storytelling Credibility?

Babette Ten Haken

Your customers will try to evaluate your storytelling credibility. Especially if the customer stories you tell seem too good to be true. So, of course, her customers were not invested in them, either. Compelling storytelling fuels customer retention.

Why Your Soft Skills Scorecard impedes Your Professional Success

Babette Ten Haken

Babette Ten Haken is a professional speaker specializing in customer retention. If your colleagues and clients gave you a soft skills scorecard, how would they rate you?

A Workforce Profitability Strategy gives Employees Permission to Shine

Babette Ten Haken

But also, they become co-invested in your customers’ and members’ growth strategies, as well. Think of the aggregated impact of engaged employees on customer experience, customer success and customer retention.

3 Ways Your Value Added Customer Experience Efforts are not Valued

Babette Ten Haken

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.

Customer Retention, Whose Job Is It Anyway?

Partners in Excellence

I wrote, Customer Retention-Different Approaches , the other day. He reminded me of the terrible difficulty sales people have in retaining and growing business with existing customers, as well as the absence of customer retention strategies in many organizations.

Do You have a bright shiny Client Retention Strategy?

Babette Ten Haken

A bright shiny client retention strategy treats existing clients like the solidly and brightly shining golden treasure they are. Consider, then, how many opportunities your organization has to ignore or forget about your client retention base.

The True Value of Exceptional Customer Service & “Moments of Truth”

Jonathan Farrington

But today I want to discuss one of my most favorit topics – customer retention – because believe me, it is set to become the differentiator between success and failure for most commercial organizations. So what is the value of good customer service?

Update and upgrade by taking a STEM or Left Brain Colleague to coffee!

Babette Ten Haken

Think of the implications of your actions, over coffee, on future employee experience and customer experience. Once a week, take a STEM or Left Brain Colleague to coffee! Yes, I am not crazy. I have not lost my marbles.

SME 77

Artificial Customer Conversations beget Artificial Customer Experiences

Babette Ten Haken

Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. What subset of customers’ voices are captured?