Babette Ten Haken

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You are here: Home / Archives for KPIs

Confusing Customer Service Delivery with Customer Experience Delivery?

September 17, 2018 by Babette Ten Haken Leave a Comment

Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles. That means we assume customer service is someone else’s responsibility. Certainly not ours…. [Continue Reading]

Filed Under: Collaboration And Convergence, Customer Experience, Success, Loyalty, Retention Tagged With: brand, business growth, customer experience, customer service, engineering, Industry40, KPIs, leadership, organizational culture, personal development, professional speaker, quality, sales, service delivery, technology, women in business

Does Your Professional Urgency conflict with Your Clients’ Priorities?

June 4, 2018 by Babette Ten Haken Leave a Comment

Professional urgency impacts how we behave with our clients. Often, our behavior sabotages our efforts to move sales, engineering, service, IT and Quality initiatives forward. Why? Because our professional sense of urgency conflicts with our clients’ priorities. Consider the factors impacting professional urgency. Go on. Make a list. Often, professional urgency has a lot to… [Continue Reading]

Filed Under: Customer Experience, Success, Loyalty, Retention, Human Capital & Industrial IoT Workforce, Professional Development Tagged With: customer experience, customer service, engineering, Industry 4.0 human capital strategy, IT, KPIs, professional innovation, quality, sales, STEM Professional Development, STEM STorytelling keynote speaker

How to perform Customer Base Triage and Why It Matters

May 21, 2018 by Babette Ten Haken Leave a Comment

Typically, customer base triage is conducted in reaction to a large number of customer casualties. These casualties are in the form of loss and/or defection to the competition. And this defection has been going on for quite a while. However, like a slow leak in a tire, you miss the signs that something is amiss…. [Continue Reading]

Filed Under: Customer Experience, Success, Loyalty, Retention, Human Capital & Industrial IoT Workforce Tagged With: business model, customer base, customer needs, customer retention, engineering, IIoT, industrial internet of things, Industry 4.0, Industry 4.0 human capital strategy, ISO 9001:2015, KPIs, marketing, operations, quality, Quality Management Systems, sales, STEM Professional Development, STEM STorytelling keynote speaker

What is the Future C in Your Professional ABC Strategy?

May 3, 2018 by Babette Ten Haken Leave a Comment

Each of us has some form of a professional ABC strategy. Always. Be. And some word that starts with a “C.” That “C” word is what we are talking about, today. Many of us are busy Chasing. We pursue the KPIs organizations impose on us. Typically, these metrics involve productivity, profitability or making our numbers or… [Continue Reading]

Filed Under: Collaboration And Convergence, Professional Development Tagged With: career development, change mindset, Change strategy, Industry 4.0 human capital strategy, KPIs, performance, professional development, STEM Professional Development, STEM storytelling keynotel speaker

Why Your Professional Expiration Date is Out of Sync and What to Do

January 10, 2018 by Babette Ten Haken Leave a Comment

Everyone has a professional expiration date. That date marks the distance between the start and end of your tenure with an organization. How long is yours compared with the rest of the folks seated around the table? Not only does a professional expiration date reflect individual performance. Employee churn, based on average expiration dates of… [Continue Reading]

Filed Under: Collaboration And Convergence, Professional Development Tagged With: collaboration, convergence, customer retention, engineering, IIoT human capital strategy, KPIs, marketing, professional expiration date, sales, software, STEM Professional Development, STEM STorytelling keynote speaker, team performance, workforce engagement

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