One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. As a result, you avoid incorporating your own story into investor pitches. Consequently, you are disappointed when employees and clients do not know what to do with the information you present. Next, identify one or two of your own stories.

Connections 66

Connections Strategy Engagement Conference 66

One Millimeter Mindset

AUGUST 21, 2019

Developing a What You Do Story is critical to serving and retaining internal and external clients. When you connect the story of what you “do,” inside the organization, to what everyone else “does,” something interesting happens. A What You Do Story is a continuously evolving story. Let’s co-create your story.

Connections 75

Connections Course Sales Industry 75

One Millimeter Mindset

DECEMBER 3, 2018

Our clients just may hide their real business stories from us. Initially, we are excited to do business with these clients, even if they already are existing customers. Our opportunity is to discover whether our clients are hiding their real business stories from us. First, customers can tell us overstated stories.

Course 74

Course Sales Customer Service Management 74

InMoment XI

OCTOBER 17, 2023

For instance, one of our clients, Volvo , had a post-transaction survey that had served it well in the past. You can read more about Volvo’s story here. ) You can also hear our client, Harvard Pilgrim, discuss its XI Blueprint success story here ! Still Unsure of How to Get Started? Watch it here !

Customer Experience 493

Customer Experience Net Promoter Score Tips Effort Score 493

InMoment XI

OCTOBER 4, 2023

Moving from “What” to “Why” I still have far too many discussions with clients and prospects who ask me what their net promoter score (NPS) goal should be or what does a blip in their customer satisfaction score (CSAT) mean to their business. I have to put on my best poker face (which I do not have!)

Customer Experience 558

Customer Experience Net Promoter Score How To Effort Score 558

One Millimeter Mindset

NOVEMBER 20, 2019

An invitational business story welcomes clients. How impactful and inviting is the business story you tell, today? First, invitational stories generate a sense of community. Next, these stories change client perception. You move one millimeter beyond viewing clients as transactions.

Sales 48

Sales Communication Tools Resources 48

BlueOcean

APRIL 16, 2024

Blue Ocean’s winning entry highlighted the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

InMoment XI

JUNE 28, 2022

We’ve compiled a quick list of inspiring stories from our finserv clients. A global senior wealth management firm was able to utilize its CX programs to gather information from up to 150,000 clients annually. Check them out below: Three Financial Services Customer Experience Program Use Cases. Use Case #1: Empowering Employees.

Financial 295

Financial Brands Customer Experience eBook 295

InMoment XI

MARCH 14, 2022

We are dedicated to being more than just a vendor to our clients—instead we take the role of a dedicated partner committed to a businesses’ short- and long-term success. Our mission is to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together.

Return on Investment 493

Return on Investment ROI Technology Industry 493

Beyond Philosophy

APRIL 25, 2024

Listen to the podcast: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. Our love of stories has to do with attention and memory. However, another reason we like stories is it helps us remember things. A story can help here.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

InMoment XI

DECEMBER 1, 2022

Our CEO John Lewis said it best: “InMoment’s unique combination of world-class technology and expert service enables clients to integrate growing and disparate customer signals and separate predictive understanding from the noise.”. 100% of our clients would recommend us. What Is Experience Improvement (XI)? The Intersection of Value.

Self Service 493

Self Service Analytics ROI Automotive 493

ChurnZero

AUGUST 29, 2019

How to Increase Your CS Team’s Efficiencies and Reduce Client Onboarding Time – A Success Story. This legacy process relied upon manual inputs and required CSMs to spend much of their time chasing clients or fielding replies. . Their existing onboarding process proved inefficient. Onboarding time has been reduced by over 50%.

Effort Score 49

Effort Score How To Contact Center Case Study 49

InMoment XI

OCTOBER 27, 2022

The most critical ingredient of effective market research reporting comes in the shape of stories. Especially in the marketing research industry, the research buyers have been identifying the lack of “a story” in the delivered reports by research suppliers. Storytelling. The Importance of Storytelling. Step #2: Planning.

Data 260

Data Marketing How To Study 260

ChurnZero

SEPTEMBER 10, 2019

How to Pro actively Engage Clients and Automate Your High Touch Service – A Success Story . A lack of a centralized workspace increased the chances that client tasks could slip through the cracks. CSMs can effortless track new client progress across their entire customer lifecycle – all in real time. .

Engagement 40

Engagement Effort Score How To Case Study 40

InMoment XI

OCTOBER 5, 2021

As a part of our celebration this year, we’re sharing three stories of some incredible brands that have proved that “CX is a team sport.” Story #1: Harvard Pilgrim Health Care. Watch the video below to hear the full story from Harvard Pilgrim’s VoC Program and Strategy Lead, Tiffany DaSilva! Story #2: Primark.

Sports 260

Sports Video Retail Analytics 260

Storyminers

MARCH 17, 2021

If your strategy includes a new service, product, or platform, one of the best ways to get started is not with a story at all! Once you design your customer experience in a way that your employees will want to deliver it, you can tell its story. Recall the social media stories shared online and the ads for Disney Theme Parks.

Innovation 246

Innovation Case Study Social Media Tips 246

Storyminers

APRIL 12, 2021

Since I work primarily in professional services, the hardest thing is knowing what my future clients need. Of course, I can use previous clients as a proxy. Can you please briefly tell the story? At the end of the day, I use toggl to track my paid client time and my important project time. This is easy.

Leadership 240

Leadership Course Brands Customer Experience 240

BlueOcean

MARCH 19, 2024

Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together. It’s the implementation piece that keeps new clients up at night, especially when transferring from one customer service outsourcer to another.

Customer Care 177

Customer Care How To Sports Case Study 177

TechSee

OCTOBER 2, 2023

Her remarkable three-decade commitment to her service provider tells a story of enduring loyalty and trust. Full Disclosure and Celebration Before we delve into Ann’s story, let’s be transparent: Ann is a beloved extension of our team as she is our teammate’s Mom. Thank you, Ann, for sharing your story.

Loyalty 124

Loyalty Customer Service Hospitality Customers 124

Magellan Solutions

JANUARY 29, 2024

We aim to tell the story of Magellan Solutions’ journey in a captivating and informative way. Setback to Strengthened Purpose: Chua reflects on a significant moment, “Facing a significant income drop in 2012 because of the departure of our client, a Fortune 500 company. Stay inspired and stay ahead.

Call Center 98

Call Center Leadership Culture Customer Centricity 98

IntouchInsight

JULY 6, 2020

We are so proud of the work our clients are doing in there communities and want to try and share these positive stories. Follow #ExperiencesThatMatter on social media to keep up to date. Here is our latest round-up to catch you up.

Social Media 192

Social Media 192

Forrester's Customer Insights

JUNE 9, 2020

Forrester Consulting sees our marketing clients taking […]. As a technology marketer, you cannot operate “marketing as usual” if you want to truly help your customers survive, adapt, or pioneer — and build interest and trust along the way.

B2B 35

B2B Consulting Technology Marketing 35

Experience Investigators by 360Connext

APRIL 13, 2021

Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. When we conduct customer interviews on behalf of our clients at Experience Investigators, we don’t aim to have a statistically significant group but rather a few representatives to tell the customer’s story.

Customer Journeys 291

Customer Journeys How To Feedback Resources 291

Daniel Group

APRIL 18, 2024

Let me illustrate with a story. So most were happy with the five-day service as it was much more consistent than the three-day service offered by my trucking company client. I return to the earlier story about the upset farmer. Customer disputes will happen, but good communication makes handling them easier.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Storyminers

MAY 27, 2020

We help leaders discover new ideas ahead of their time so that they and their clients can benefit from them. Strategies, customer/employee experiences, and stories to name a few. These innovations help our clients chart their own new paths, rewrite their future stories—and amaze their clients.

Travel 147

Travel Innovation Video Employee Experience 147

One Millimeter Mindset

JUNE 30, 2020

Why rely on a hit or miss storytelling strategy to acquire and retain clients? Stories which, at least your clients know, are generic stories. Just select the next story and tell it to as many clients as you can. The story will hit some client needs and miss some client needs.

Strategy 120

Strategy Sales Communication Management 120

BirdEye

NOVEMBER 16, 2023

Getting more clients for your real estate business is integral to real estate reputation management. Share success stories and testimonials online and offline 29. Review marketing encourages satisfied clients to leave positive feedback on platforms like Google, Facebook, or specific real estate review sites.

Chatbots 111

Chatbots Social Media Consulting Financial 111

One Millimeter Mindset

AUGUST 4, 2020

By now you probably have pandemic stories to tell. How has the pandemic fueled not only your own professional delivery of client-focused solutions? But also your teams’ and your organizations’, as you better serve each other and your clients? These are the pandemic stories worth telling. . One millimeter at a time.

Innovation 118

Innovation Leadership Communication Tools 118

Storyminers

AUGUST 28, 2020

You know the story when people buy a drill, it’s the hole that they truly desire. They expect the products and services they buy to help them transform something big, like their businesses, their clients’ outcomes, or even themselves. ” MVP is a good thing. Some individuals bring even higher expectations.

Measurement 240

Measurement Study Software Training 240

BirdEye

MARCH 29, 2024

These platforms can transform how you connect with clients and improve your real estate reputation management. Here are a few tactics to help you get the most from your time on Zillow Premier Agent: Fully complete your profile, including past sales and client reviews, to build credibility.

Social Media 59

Social Media Tips Sales Advertising 59

BirdEye

NOVEMBER 21, 2023

Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends. Juggling creative expression with the practicalities of project management and client interactions adds complexity.

Marketing 111

Marketing Social Media Advertising Tips 111

Beyond Philosophy

MARCH 22, 2024

” If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars. It’s a journey fueled by a lack of CX expertise, feeling overwhelmed by the myriad CX considerations, and the appeal of past CX success stories with simple solutions. The question is understandable.

Customer Experience 88

Customer Experience How To Financial Customers 88

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The short version of this story is that I was the closing keynote speaker. The client said, “You have to end on time, no matter what time you start.”

Customer Service 174

Customer Service Customer Service Training Customers Video 174

ShepHyken

DECEMBER 9, 2020

Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. One of our clients asked whether they should share survey results with their team. The good stories are great to share, but what about the bad ones? Do you share those?

Customer Service Training 141

Customer Service Training Leadership Survey Customer Service 141

One Millimeter Mindset

JUNE 23, 2020

Do you credibly walk your story talk through every phase of each project? End of story. But also, to build strategic relationships throughout the breadth and depth of your own and your clients’ organizations? The never-ending story. So you can better serve and retain clients. Let’s get you to where you need to go.

Sales 110

Sales Resources Communication Groups 110

One Millimeter Mindset

DECEMBER 17, 2020

Who are the business case heroes and heroines you leverage when working with colleagues and clients? Possibly because you never even considered these people as part of your story. Ever consider that as you relate a business case to current and potential clients, you tell a story? Often dramatically.

Innovation 98

Innovation Leadership Industry Tools 98

One Millimeter Mindset

OCTOBER 15, 2018

Current and potential customers can tell us overstated stories. At this point, we accept their overstated stories as completely truthful. Secondly, their overstated stories, accepted as accurate, ignite our excitement about the project or new relationship being offered us. They may tell us overstated stories.

Roadmap 142

Roadmap Customer Success Leadership Customers 142