Babette Ten Haken

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. Let’s explore.

Customer 88

Customer SME Retention Engineering 88

Babette Ten Haken

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. Instead, value added customer experience becomes your responsibility. .

Customer 109

Customer SME Retention Engineering 109

Pipeliner

MAY 19, 2020

Effective e-mail marketing entails that you know your market and how and when they like being talked to so you can convince them properly to make a purchase and give them good customer service that keeps them coming back for more. As an SME, you have a very personal relationship with your customers. THE NITTY GRITTY.

Email Marketing 98

Email Marketing SME Marketing Hiring 98

Babette Ten Haken

JANUARY 7, 2019

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. And even outsourced and curated customer stories can sound too good to be true to current and prospective clients.

Ideal Customer Profile 79

Ideal Customer Profile Outsourcing Services Customer Retention 79

Highspot

JANUARY 7, 2020

Our work helping hundreds of customers enable their revenue teams to execute strategy has reinforced my perspective that to successfully land strategic plays that drive business outcomes, you must first ask the right questions. Who is my customer? WHO (Customer). Each SME should be one person. Who is my audience?

SME 85

SME Strategy Licensing How To 85

Babette Ten Haken

MARCH 28, 2019

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. Our customer retention superpowers are more than attaining functional expertise and excellence in our current professional position. Have you discovered yours yet?

Retention 72

Retention Ideal Customer Profile Customer SME 72

Babette Ten Haken

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? From customer success.

Ideal Customer Profile 221

Ideal Customer Profile Retention Strategy SME 221

Babette Ten Haken

AUGUST 1, 2018

Customer success storytelling leverages customer experiences. These stories portray the actual experiences an organization’s own customers have, when working with that organization. How can organizations capture their customer success stories ? Customer success storytelling is about the customer-as-hero’s tale.

Customer 51

Customer Demand Generation Agencies Hiring Demand Generation 51

Babette Ten Haken

NOVEMBER 5, 2018

When we create collaborative workplace experiences, we create better and better customer experiences. Ultimately, perpetuating conflicting workplace agendas is self-focused, rather than customer-focused. On behalf of better serving customers (the folks funding NASA and one stranded astronaut). This is common sense. You know it.

Ideal Customer Profile 79

Ideal Customer Profile Customer SME Retention 79

Babette Ten Haken

JULY 18, 2018

Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality. Do you really know how many times customers receive notifications from your organization?

Webinar Metrics 59

Webinar Metrics Customer Strategy Real Estate 59

Babette Ten Haken

NOVEMBER 14, 2018

Sure, we send out quarterly customer experience surveys and determine how many green smiley faces we receive. 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. Occasionally? Continuously?

Ideal Customer Profile 64

Ideal Customer Profile Customer Retention SME 64

Babette Ten Haken

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. Learn how to better serve your customers. .

Ideal Customer Profile 61

Ideal Customer Profile Customer SME Positioning 61

Babette Ten Haken

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.

Retention 83

Retention Ideal Customer Profile Customer SME 83

Babette Ten Haken

JULY 16, 2018

The transformation of loyal customers into former customers is a real conundrum. Especially in the age of big data meets customer satisfaction. After all, if you continuously keep your fingers on the pulse of your customers, all that data should tell you who is vulnerable. Sadly, customer abandonment becomes the norm.

Customer 58

Customer Loyalty Survey Promotion 58

Babette Ten Haken

MAY 31, 2018

However, conducting them is one of the best ways to gauge the validity of customer experience (CX) survey results. However, what happens when customer experience survey results indicate positive results. In fact, rate of client defection was on track to overtake and pass rate of customer acquisition. Let’s face it.

SME 61

SME Customer Retention Survey 61

Babette Ten Haken

MAY 23, 2018

Consider the impact of customer micro experiences on your overall rate of customer retention. This phrase often refers to business-to-consumer (B2C) marketing activities, including retail spaces created for specific customer niches. Often, the primary catalysts for customer retention are hidden within the organization.

Retention 55

Retention Customer SME B2C 55

Babette Ten Haken

DECEMBER 19, 2018

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. No matter what your current role within the organization, stop trying to fit customers into a fiscal calendar year cycle.

Retention 79

Retention Ideal Customer Profile Strategy Customer 79

Babette Ten Haken

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. My One Millimeter Mindset blog post, “ Do Our Professional Labels create Positive Customer Experiences?

Retention 66

Retention Ideal Customer Profile Hiring Customer 66

Babette Ten Haken

JUNE 14, 2018

Customer micro experiences play out big time, towards acquiring and retaining a loyal customer base full of raving client evangelists! And the summer months offer us all a bit more breathing room to ask ourselves questions about customer experience that, well, make us a bit uncomfortable. Think about it. Just sayin’.

Customer 70

Customer SME Retention Exercises 70

Babette Ten Haken

NOVEMBER 21, 2018

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. I offer the following scenario to you.

Ideal Customer Profile 85

Ideal Customer Profile Strategy Customer SME 85

The Pipeline

MARCH 16, 2020

If indeed you have presented as an SME in your interactions to date, this is your opportunity to step in and leverage that role. All you need is a big whiteboard, agree to an objective, say: “Help our customers come through this in the best shape!” Help your clients create clarity and actionable objectives they can focus on.

Objections 310

Objections SME Lead Rank Lead Scoring 310

Babette Ten Haken

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.

Ideal Customer Profile 71

Ideal Customer Profile Customer Retention SME 71

Babette Ten Haken

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday. Take a read.

Retention 74

Retention Customer SME Engineering 74

Babette Ten Haken

JULY 22, 2019

When your goal is creating memorable customer experiences, you tend to pay more attention to your clients. Once you stop listening to client stories, you fall short in creating memorable customer experiences. Client stories are the key to creating long term relationships with your customers. is available on Amazon.com.

Ideal Customer Profile 60

Ideal Customer Profile Customer SME Retention 60

Zoominfo

APRIL 12, 2021

The way you structure your campaigns, segment customers, and build CRM hierarchies becomes critical. An SMB digital marketing strategy , meanwhile, will typically focus on a customer base that best fits the product or service rather than exponential growth. . How do you manage org-wide SMEs’ input and expertise?

Scale 189

Scale Enterprise Enterprise Account Based Marketing 189

Babette Ten Haken

DECEMBER 12, 2018

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. Retaining Customers involves All Hands on Deck. Enjoy this blog post?

Retention 61

Retention Ideal Customer Profile Customer SME 61

Babette Ten Haken

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. . More often than not, employers pay lip-service to being customer-focused.

Retention 66

Retention Ideal Customer Profile Hiring Customer 66

Babette Ten Haken

MARCH 8, 2018

There is a difference between renewing customers and retaining them. When the workforce views renewing customers as a function of retaining customers, everyone begins to understand how “what they do” fits into “what everyone else does.” Together, the puzzle pieces solve a complex equation.

Strategy 74

Strategy Customer Retention SME 74

Babette Ten Haken

JUNE 25, 2018

Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. And besides, your customers do not care about creating tremendous customer experiences… for you. And besides, your customers do not care about creating tremendous customer experiences… for you.

Customer 54

Customer SME Retention Hiring 54

Babette Ten Haken

DECEMBER 26, 2018

It never ceases to amaze me how many local businesses – particularly micro and small businesses – rely on customer told stories to attract and retain customers. First, consider that customers have no idea how to tell stories that sustain your business. Social word-of-mouth, via reviews on sites like Yelp.

Ideal Customer Profile 64

Ideal Customer Profile Customer Scale SME 64

Babette Ten Haken

FEBRUARY 7, 2018

Professional self discovery is an important attribute in the practical application of the customer discovery process. Customer discovery can determine whether a product or service idea actually marries up with a receptive customer base. When customer discovery is done well, there is magic. Or are they?

Decision Maker 72

Decision Maker Customer SME Retention 72

Babette Ten Haken

AUGUST 29, 2018

Ah, the impact of experience conflicts on the performance of our customer retention strategy. That “something” completely disrupts customer experience equilibrium. Perhaps experience conflicts are more important when detected prior to acquiring customers than they are when they occur during post-sale execution? No exceptions.

Retention 62

Retention Strategy Customer SME 62

Babette Ten Haken

DECEMBER 17, 2018

Throughout the year, we sabotage customer outcomes in favor of our own priorities. Nonetheless, from our customers’ perspectives, we cycle back and forth throughout the year. Falling short, and then scrambling to recover, when delivering remarkable and enduring customer outcomes. Not intentionally, at least from our perspective.

Ideal Customer Profile 65

Ideal Customer Profile Customer SME Hiring 65

Babette Ten Haken

JANUARY 18, 2018

When customer retention processes become a sanctioned sales spectator sport, everyone suffers. After all, sales professionals are compensated for acquiring customers, not baby-sitting them, right? After all, sales professionals are compensated for acquiring customers, not baby-sitting them, right? What could go wrong, post-sale?

Sports 74

Sports Retention Customer Compensation 74

Babette Ten Haken

OCTOBER 10, 2018

Our customers find us professionally boring when we are completely boring. And our sentiments about our customers become very obvious. When current customers are good and bored with us, they are ripe for defection. When current customers are good and bored with us, they are ripe for defection. For a number of reasons.

Ideal Customer Profile 70

Ideal Customer Profile Customer SME Hiring 70

Babette Ten Haken

FEBRUARY 1, 2018

Your business has a very successful customer abandonment strategy in place. You have a client base full of long-time customers who continue to do business with you. You can count on your customers to keep your business going. You can count on your customers to keep your business going. That’s good, right? No problem.

Strategy 66

Strategy Customer Retention SME 66

Babette Ten Haken

AUGUST 2, 2018

Businesses have a customer experience gap. Each individual I’ve spoken with is adamant that: “W e stick close to the customer to create great experiences.”. The customer experience gap starts with self-focus within departments. As a result, everyone is busy executing their departmental version of sticking close to the customer.

Customer 55

Customer Survey SME Retention 55