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.

Hosting Workshops? Environment Counts.

Engage Selling

This month I spent a day working with a group of world-class data visualization architects. Who even knew there was such a profession! Nor that the best in the world were based in Toronto.

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9 Can’t-Miss Customer Service Conferences in 2019


Instead of just reading the next best-selling book or checking out another “latest trends” report, customer service conferences provide an unparalleled opportunity to learn exclusive and valuable knowledge. We want to help your team deliver the best customer service possible—so to help you plan out your year, we put together a list of conferences that we’re looking forward to attending. SOCAP Customer Care Summit. Smart Customer Service.

What I Learned from Oprah about Customer Service ? Score More.

Score More Sales

What I Learned From Oprah About Customer Service. Need to hone your customer service skills and build more brand loyalty? All told, it was a most fantastic weekend where it was reinforced to me: Don’t forget who your customers are.

6 Professional Development Targets to Hit Each Month

Babette Ten Haken

At the end of the day, what exactly is it, about you specifically , that inspires current and future customers, and association members, to continue doing business with your organization?

SME 101

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.

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.

2 Ways Internal Client Experiences are key to External CXs

Babette Ten Haken

Customer experience seems to be on everyone’s mind these days. Paying lip service and talking the talk is different than consistently walking the walk. The impact of the quality of their experiences – as internal customers – is key in executing CX strategy to external customers.

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How are You reinforcing Business Growth Status Quo?

Babette Ten Haken

Except that new customer acquisition is, well, flat or nonexistent. And cash flow appears to be flowing, which means that customers are paying invoices on time. So why try to hire “new” customers? Business growth status quo happens.

SME 93

Why Our Professional Spiel falls short on Credibility and Buy In

Babette Ten Haken

Our professional spiel creates stakeholder and customer experiences. Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. Gain clarity, focus and tactics to better serve yourself, so you can better serve your customers.

SME 96

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.

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?

To retain Your Customers retain Your Employees First

Babette Ten Haken

Do you retain employees as a critical part of your customer retention strategy? Do I need to tell you I had one of the highest customer retention rates, year over year? Which scenario do you think creates a loyal and retained customer base?

3 Reasons why Post Sale Execution Experience Succeeds or Fails

Babette Ten Haken

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.

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Why Your Soft Skills Scorecard impedes Your Professional Success

Babette Ten Haken

Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. 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 Potent Human Capital Strategy needs a Potent Client Retention Strategy

Babette Ten Haken

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. A potent client retention strategy flattens the concept of customer acquisition and retention.

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.

Does Your Major Account Team experience Stakeholder Resistance?

Babette Ten Haken

When this scenario is the norm, not only do account leaders run the risk of negative customer experience. Today we discuss a short debrief from a recent workshop I gave on the power of storytelling for stakeholder buy-in.

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?

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. These simply are what we do, on behalf of all of our customers.

Focus on these 3 areas for your Happy New Year Strategy

Babette Ten Haken

In my keynotes and workshops on workforce profitability for business growth , I tell the story of a regional VP of Sales who recruited me to move into a new territory, in a new state. Gain tactics to help you better serve yourself, so you can better serve customers.

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2 Ways We create Unforgettably Innovative Customer Experiences

Babette Ten Haken

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?”.

Differentiation is about seeking Business Common Ground

Babette Ten Haken

And service is off the mark. Consequently, customers realize they have no reason to continue doing business with us. Seeking business common ground differentiates the customer’s experience of us. Book an appointment with me to better serve your customers.

SME 103

Create a Toxic Customer Exit Strategy and save Your Sanity

Babette Ten Haken

I recommend creating a toxic customer exit strategy. Otherwise, toxic customers walk all over you, your colleagues and your organization. A toxic customer exit strategy is just that: what are the key indicators that it is time to jettison this particular client relationship.

Stakeholder Someones are doing the Selling in Your Organization

Babette Ten Haken

Your organization’s and your clients’ A customer acquisition and retention ecosystem exists. These employees, in-house and virtual, are the wizards who are responsible for customer experience, customer success and customer retention. I have news for you.

SME 75

Are Clients hiding Their Real Business Stories from Us?

Babette Ten Haken

When we sell to them, design for them, implement solutions or engage in customer service activities. Initially, we are excited to do business with these clients, even if they already are existing customers. What clients tell us may not fully describe current customer needs.

SME 98

Workforce Profitability retains Customers

Babette Ten Haken

A solid workforce profitability strategy ultimately retains customers. Revenue generators dedicated to creating the aggregated set of customer experiences required to both acquire and retain customers. What type of customer experiences does this type of hiring model perpetuate?

Why Collaborative Storytelling is Profitable Storytelling

Babette Ten Haken

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? Often, these customer stories catalyze other clients to initially do business with us.

SME 102

Are You chasing Realistic Goals or Workplace Squirrels?

Babette Ten Haken

Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. Gain tactics to help you better serve yourself, so you can better serve customers. Setting realistic goals often are your last priority at the beginning of each fiscal year.

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It’s too early to worry about retaining Customers, isn’t it?

Babette Ten Haken

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. Learn how to better serve your customers.

Collaborative Revenue Generation is Everyone’s Job Function

Babette Ten Haken

Consider that each employee touches some aspect of the customer acquisition and retention process. I offer you 16 collaboration exercises to jump-start collaborative customer retention in your own career trajectory. Better yet, ask your current customers.

Why Collaborative Business Models make Leaders Uncomfortable

Babette Ten Haken

The difference in reactions – and responses – is rooted in how your brain is hard-wired to think about continuously serving customers. As a result, instead of silos, leaders explore the collaborative strength of ecosystems to serve customers.

SME 85

Presenting My Top 2018 Customer Experience Blog Post!

Babette Ten Haken

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. The subject of my keynotes and workshops on professional purpose and profitable workforce collaboration. Do Our Professional Labels create Positive Customer Experiences?

SME 78

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. And what is important to customers throughout that time period.

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.

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? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness?

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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.

One Millimeter Mindset™ 2018 Workforce Collaboration Blog Review

Babette Ten Haken

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Collaborative Workplace Experiences create Better Customer Experiences. Confusing Customer Service Delivery with Customer Experience Delivery.

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3 Reasons Storytelling Skepticism creates Decision Making Mistrust

Babette Ten Haken

When storytelling skepticism creates decision making mistrust, your storytelling strategy falls short of convincing customers to do business with you. So, why is isn’t your storytelling converting decision-maker leads into customers? Will customers be prepared?

The Cost of Performing Functionally but not Purposefully

Babette Ten Haken

Engage me to deliver one of my speaking programs or workshops for a refreshing change from the same-old stuff. Gain tactics to help you better serve yourself, so you can better serve customers. Babette Ten Haken is a customer retention specialist.