INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
What is the role of internal client experiences in creating extraordinary external client experiences (CX)? 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. MORE
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. MORE
When storytelling skepticism creates decision making mistrust, your storytelling strategy falls short of convincing customers to do business with you. Now, you think you do the right things the right way. MORE
The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Like a chemical equation, is the desired reaction balanced and controlled? MORE
Social communication etiquette is going over the top. Have you noticed? In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees. MORE
Innovative customer experiences stand out from what customers are used to experiencing. Not only do these experiences feel different, as they happen. MORE
A potent client retention strategy is driven by an equally potent human capital strategy. 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. MORE
Reading the words, collaborative business models, makes some leaders shudder. Yet, other leaders think: Why not? The difference in reactions – and responses – is rooted in how your brain is hard-wired to think about continuously serving customers. MORE
I have news for you. Your stakeholder someones just may really be doing the selling in your organization. Do you know who they are? You know, the stakeholders you refer to when things slip through the cracks: “ Well, someone must be in charge of that. Otherwise, how could it possibly happen?”. MORE
A valuable association chapter member experience is the lifeblood of an association chapter. Yet, like their business counterparts, state chapters of national associations can struggle to retain an actively engaged and growing membership. MORE
If you practice a hopscotch client retention strategy, do not get your hopes up. Making clients successful is hardly child’s play. Co-partnering in your client’s success involves more than adhering to a mostly-linear protocol. MORE
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. Simply because of where, and to whom, your organization is listening. MORE
Are we a bit too devoted to and obsessed by our professional labels? The awards we collect. The Top List of This or That we are on. Those accomplishments, honors, certifications, academic degrees in which we revel. Our professional labels are What We “Do”, for Other People, Right Now. Hmmm……. Really? MORE
Our clients just may hide their real business stories from us. 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. MORE
These 18 ways create a more effective customer retention strategy. However, they are contrary to everything you have learned as a sales professional. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers. MORE
A Happy New Year Strategy keeps your own professional development front and center throughout the year. Otherwise, it is too easy to be distracted by drama, disruptions and other people’s ideas of how you should spend your workday. Happiness is easier said than done. MORE
We instinctively know that collaborative storytelling is profitable. Except, we don’t have time to discover valuable client stories. Or, tell these stories, compellingly, while acquiring or retaining customers. MORE
If your colleagues and clients gave you a soft skills scorecard, how would they rate you? Now, those of you on the sales, marketing and even HR side of the table may feel you get a free pass out of this conversation. MORE
Are you part of a workforce where the emphasis is performing functionally, but not purposefully? Then, consider the cost of your employer’s business model and hiring strategy on not only your professional role driving workplace profitability. But also, your employee experience. MORE
A solid workforce profitability strategy ultimately retains customers. Does your organization or association even consider the value of this strategy? I didn’t think so. At least not yet. MORE
Why do initiatives on retaining customers still feel like a bunch of isolated actions? Provided by people in separate departments. With different functions. All throwing their professional efforts at the customer. Instead of in partnership with the customer. MORE
Communication disconnects, above all, have negative impacts on customer retention rates. And these disconnects abound across the workplace. All you have to do is listen and observe. MORE
Current and potential customers can tell us overstated stories. To attract our attention, negotiate business with us. And lead us on and on and on. So, why do we continue to believe them? Until we don’t, anymore? First of all, we are flattered that these customers contacted us. MORE
A workforce profitability strategy is more than a hiring strategy focused on preventing employee churn. Instead of churn prevention as the objective, employee co-investment in business growth becomes the goal. MORE
I recommend creating a toxic customer exit strategy. Over time, having this strategy in your back pocket saves your sanity, as well as professional integrity. Otherwise, toxic customers walk all over you, your colleagues and your organization. No matter how well you honor your commitments to them. MORE
Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. Here’s why. First of all, customers continuously re-evaluate why they do business with us. Whether we are aware of their evaluations, or not. MORE
What are some of the greatest professional wins from this year? How will we carry these wins, forward, into every day and every month of 2019? End of year always is a time of simultaneous professional reflection as well as forward momentum. MORE
Do you have a customer retention scorecard? You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Chances are, your organization already has a scorecard or two. MORE
After all is said and done, collaborative revenue generation is part of everyone’s job function. Whether stated or not in an employee’s job description. Sounds pretty boring, doesn’t it? MORE
One Millimeter Mindset
SEPTEMBER 24, 2018
If you practice a hopscotch client retention strategy, do not get your hopes up. Making clients successful is hardly child’s play. Co-partnering in your client’s success involves more than adhering to a mostly-linear protocol.
One Millimeter Mindset
SEPTEMBER 17, 2018
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.
One Millimeter Mindset
SEPTEMBER 11, 2018
Social communication etiquette is going over the top. Have you noticed? In spite of the topics I scheduled on my editorial calendar, the theme of this week’s posts is rapidly becoming Communication. Communication between leadership, management and front line employees.
One Millimeter Mindset
AUGUST 23, 2018
Do you have a customer retention scorecard? You know what I am talking about. Any of the plethora of scoring systems which measure customer satisfaction and loyalty. Chances are, your organization already has a scorecard or two.
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One Millimeter Mindset
OCTOBER 15, 2018
Current and potential customers can tell us overstated stories. To attract our attention, negotiate business with us. And lead us on and on and on. So, why do we continue to believe them? Until we don’t, anymore? First of all, we are flattered that these customers contacted us.
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One Millimeter Mindset
AUGUST 9, 2018
What is the role of internal client experiences in creating extraordinary external client experiences (CX)? 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.
One Millimeter Mindset
FEBRUARY 21, 2019
I have news for you. Your stakeholder someones just may really be doing the selling in your organization. Do you know who they are? You know, the stakeholders you refer to when things slip through the cracks: “ Well, someone must be in charge of that. Otherwise, how could it possibly happen?”.
One Millimeter Mindset
OCTOBER 18, 2018
Why do initiatives on retaining customers still feel like a bunch of isolated actions? Provided by people in separate departments. With different functions. All throwing their professional efforts at the customer. Instead of in partnership with the customer.
One Millimeter Mindset
SEPTEMBER 12, 2018
Are we a bit too devoted to and obsessed by our professional labels? The awards we collect. The Top List of This or That we are on. Those accomplishments, honors, certifications, academic degrees in which we revel. Our professional labels are What We “Do”, for Other People, Right Now. Hmmm……. Really?
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One Millimeter Mindset
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.
One Millimeter Mindset
JANUARY 28, 2019
If your colleagues and clients gave you a soft skills scorecard, how would they rate you? Now, those of you on the sales, marketing and even HR side of the table may feel you get a free pass out of this conversation.
One Millimeter Mindset
FEBRUARY 6, 2019
A workforce profitability strategy is more than a hiring strategy focused on preventing employee churn. Instead of churn prevention as the objective, employee co-investment in business growth becomes the goal.
One Millimeter Mindset
JANUARY 14, 2019
A Happy New Year Strategy keeps your own professional development front and center throughout the year. Otherwise, it is too easy to be distracted by drama, disruptions and other people’s ideas of how you should spend your workday. Happiness is easier said than done.
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After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.
One Millimeter Mindset
JANUARY 21, 2019
Reading the words, collaborative business models, makes some leaders shudder. Yet, other leaders think: Why not? The difference in reactions – and responses – is rooted in how your brain is hard-wired to think about continuously serving customers.
One Millimeter Mindset
FEBRUARY 13, 2019
A valuable association chapter member experience is the lifeblood of an association chapter. Yet, like their business counterparts, state chapters of national associations can struggle to retain an actively engaged and growing membership.
One Millimeter Mindset
FEBRUARY 7, 2019
Are you part of a workforce where the emphasis is performing functionally, but not purposefully? Then, consider the cost of your employer’s business model and hiring strategy on not only your professional role driving workplace profitability. But also, your employee experience.
One Millimeter Mindset
JANUARY 2, 2019
A solid workforce profitability strategy ultimately retains customers. Does your organization or association even consider the value of this strategy? I didn’t think so. At least not yet.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
One Millimeter Mindset
DECEMBER 3, 2018
Our clients just may hide their real business stories from us. 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.
One Millimeter Mindset
NOVEMBER 12, 2018
We instinctively know that collaborative storytelling is profitable. Except, we don’t have time to discover valuable client stories. Or, tell these stories, compellingly, while acquiring or retaining customers.
One Millimeter Mindset
JANUARY 9, 2019
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. Simply because of where, and to whom, your organization is listening.
One Millimeter Mindset
JANUARY 17, 2019
Communication disconnects, above all, have negative impacts on customer retention rates. And these disconnects abound across the workplace. All you have to do is listen and observe.
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There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.
One Millimeter Mindset
JANUARY 24, 2019
When storytelling skepticism creates decision making mistrust, your storytelling strategy falls short of convincing customers to do business with you. Now, you think you do the right things the right way.
One Millimeter Mindset
NOVEMBER 21, 2018
I recommend creating a toxic customer exit strategy. Over time, having this strategy in your back pocket saves your sanity, as well as professional integrity. Otherwise, toxic customers walk all over you, your colleagues and your organization. No matter how well you honor your commitments to them.
One Millimeter Mindset
DECEMBER 19, 2018
These 18 ways create a more effective customer retention strategy. However, they are contrary to everything you have learned as a sales professional. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers.
One Millimeter Mindset
NOVEMBER 19, 2018
Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. Here’s why. First of all, customers continuously re-evaluate why they do business with us. Whether we are aware of their evaluations, or not.
Advertisement
A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
One Millimeter Mindset
NOVEMBER 1, 2018
After all is said and done, collaborative revenue generation is part of everyone’s job function. Whether stated or not in an employee’s job description. Sounds pretty boring, doesn’t it?
One Millimeter Mindset
AUGUST 27, 2018
Innovative customer experiences stand out from what customers are used to experiencing. Not only do these experiences feel different, as they happen.
One Millimeter Mindset
DECEMBER 31, 2018
What are some of the greatest professional wins from this year? How will we carry these wins, forward, into every day and every month of 2019? End of year always is a time of simultaneous professional reflection as well as forward momentum.
One Millimeter Mindset
OCTOBER 8, 2018
The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Like a chemical equation, is the desired reaction balanced and controlled?
Advertisement
From marketing backwater to starring role, this eBook by Influitive explores the changes taking place in customer marketing from the perspective of customer marketers themselves (and explains just why it’s so crucial to customer engagement).
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