The Magic Customer Service Question

The Sales Heretic

Sales customer experience keynote product question seminar service speech training workshopI was hungry. I had just checked in at the Sheraton hotel in Tampa, Florida, where I was conducting a sales training seminar the next day.

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.

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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.

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.

The Future of Customer Service Is Bright: Why Customer Service Enablement Is Game-Changing

Lessonly

Here’s the deal: If you’re contacting customer support, things probably aren’t going your way. Case in point, do any of these situations resonate with your customer service experiences? These types of customer service experiences are all common.

7 Ways to Level Up Your Support with Customer Service Training Software

Lessonly

Now more than ever, customer service is playing an integral role in the ways companies do business. No one, not even the corporate behemoths, can afford to have a negative customer service persona. With customer service training software.

Giving Teams Purpose Through Practice With Customer Service Training

Lessonly

On Customer Service Teams. The life of a customer service rep, every day, every ticket is something new. There is a new customer service policy manual, a new product, a new glitch in the system, a new way for customers to get in touch, and the list goes on and on. But, the customer service teams are to be the expert for the customer, on just about everything. Inspire and train your customer service team with Lessonly.

We’re Starting a Movement: Why Customer Service Enablement is the Next Big Thing for Customer Support Teams

Lessonly

Let’s be honest, effective customer service is hard to deliver. Customer engagement is vital, but when issues are escalated, agents are rarely dealing with customers at their best. Customer service skills are very similar to sales skills.

Virtual Client Retention Strategies leverage Sincerity not Scripting

Babette Ten Haken

Ponder how clients have more on their minds these days than buying your products and services. Developing virtual client retention strategies always is mission-critical. Especially in moving “yesterday’s” business and client acquisition models forward. Where?

Why Great Outputs Start With Great Inputs: 3 Things Personal Wellness and Customer Service Training Software Have In Common

Lessonly

A trend I’m already seeing in organizations is a revamp of their client relations and customer care strategies. What these decision makers will quickly find, though, is the best customer service training tools are not the compliance-based training programs of the past. So that said, check out the three ways I’m realizing that personal wellness and customer service training software are similar: 1. Articles Customer Service

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 109

Does Cupcake Sprinkles Storytelling convince Clients? Part 1

Babette Ten Haken

Then why are you experiencing greater rates of employee and customer churn than you have in the past? Consider how you have your customers’ backs, to make them successful and retain them. Is your cupcake sprinkles storytelling strategy convincing clients to do business with you?

SME 91

A Hopscotch Client Retention Strategy will not boost Client Success

Babette Ten Haken

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? Based on the quality of customer insights you have gleaned by going off-script in your conversations? From customer success.

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 Selling Pressure impedes Service Delivery Quality

Babette Ten Haken

Adding selling pressure to the functional responsibilities of front line and back end service teams can backfire. Next, these teams may not have time to sell effectively, especially when actively serving customers. Because customers jump ship.

SME 84

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.

SME 168

Who are the Smartest People in Your Organization?

Babette Ten Haken

When we better serve each other, we better serve our customers. Collaboration And Convergence Human Capital & Industrial IoT Workforce banking business growth communication customer experience customer service employee experience healthcare Industry 4.0

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.

The What You Do Story is Key to Retaining Clients

Babette Ten Haken

And, not assuming customer connection is “someone else’s” responsibility. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services.

SME 106

Why are You telling only Half Your Professional Story?

Babette Ten Haken

My storytelling keynotes, workshops and facilitated group programs focus leaders, managers, employees and stakeholders, like you, on discovering the other half of your stories. You know you are telling only half your professional story.

How to Get Past Gatekeepers

Engage Selling

Are you or members of your sales team having trouble getting past gatekeepers? I’ve noticed a trend.

Storytelling Outcomes influence Post Sale Customer Expectations

Babette Ten Haken

Storytelling outcomes influence post-sale customer expectations about long-term experiences with products, services and solutions. In addition, the stories you tell impact investor, customer, and co-worker expectations of how it is going to be: working with you, yourself.

Does Making Excuses retain Your Clients Long Term?

Babette Ten Haken

When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success? Yet, your company may not have the breadth and depth to deliver on their product and service specifications.

SME 101

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.

How an Inclusive Storytelling Culture retains Customers

Babette Ten Haken

And, often, these activities are outsourced to folks who are not as invested as you are in retaining not only your customers, but also your employees. Because when storytelling captures employee stakeholder voices from across the organization, customers become more invested in you.

Why Your Professional Speak creates Biased Listeners

Babette Ten Haken

And that, once impressed, you also assume these influencers and decision makers will buy into whatever product, service or solution you are selling, pitching or proposing. Do you depend on professional speak to make you appear credible to listeners?

SME 99

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?”.

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 96

3 Ways reacting does not make You Professionally Relevant

Babette Ten Haken

Become professionally curious about how all the people in your entire department, division or company serve customers. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services.

SME 99

Why Professional Communication is impeded by Your Biases

Babette Ten Haken

Ultimately, customer experience reflects this scenario as customer success and customer retention also are impacted. My keynotes and workshops take a deep dive into just why your (and their) biases and baggage impede the quality and outcomes of your professional communication.

SME 79

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 99

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.

Professional Communication Soft Skills are more than Talk

Babette Ten Haken

Because professional communication soft skills create employee and customer experiences: about you and your unique mindset. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services.

SME 90

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?

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.

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

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.

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 99

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?