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
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. 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
Your strategic stakeholders keep tuning you out. Spoiler alert: They tune you out because your professional behavior turns them off. End of story: yours and theirs. 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
No matter where we sit around the business table, we sling our professional spiel. Our buzz words, our technical words, our “I’m part of The Club” words. In our minds, we showcase our expertise. However, in the minds of our audiences, teams and stakeholders, we just may be showing off. 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
Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? Then, ponder the workforce profitability of your current strategy. MORE
What opportunities do you offer to enhance employee development value? Because your employees look to you for direction. Towards where they go next. How they grow within your organization. Do you provide valuable reasons for current and prospective employees to join or remain part of your workforce? MORE
Business growth status quo happens. When you take your eye off the top and bottom lines because things appear to be going well. Or, are they? Really? After all, your business has a pipeline full of repeat business. At least, that is what your sales team tells you. MORE
Tell Me More Storytelling skills result in customers, investors, colleagues, and even your grandmother, asking you to tell them more. About yourself, your career, products, services, solutions, travels, conflicts and even your dreams. MORE
Today, make a list of your professional communication soft skills. If you Google “soft skills”, you arrive at 5-7 skill sets for which communication is deemed of utmost importance. MORE
Ever consider the type of professional legacy you create? As you strive to meet an organization’s KPIs for the functional role in which you serve? MORE
When does your team find out about client feedback? Constantly? Only when there is a negative issue? Or, four times a year: coinciding with results from quarterly customer satisfaction surveys? And then what happens? Do you point fingers at each other and play the blame game? 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
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
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
Ah, the life of left brain thinkers is complex and frustrating. These professionals, including STEM professionals (Science-Technology-Engineer-Mathematics), often are the smartest people in the room. Hands down. They also are the hardest-to-understand people in the room. That is why business decision makers turn off and tune out presentations and communications from the left brain thinkers in your organization. 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
What does it take to create an impactful customer retention team? First, is there a tried and true process or recipe to follow? Next, is this team full of people from across the organization and lots of different disciplines? MORE
Developing an inclusive storytelling culture is a tremendously timely way of spanning pay grades, job titles, levels of education and generations. On behalf of creating remarkable and enduring client-focused outcomes. MORE
Each of us has a customer retention superpower. Regardless of our job title, pay grade or level of education. Have you discovered yours yet? Our superpower is unique to each one of us. We may do a lot of things really well, or only a few things really well. MORE
When you outsource, instead of insourcing company storytelling, you put yourself in the hands of others. To tell your stories. Often, the people telling your stories are employees of outside agencies. And these agencies produce lots of marketing and sales oriented materials. MORE
The people value which organizations and associations bring to customers’ tables influences whether customers will stick with you. Or not. Your people, and their understanding of the intrinsic value they provide to stakeholders and customers, are your “secret sauce.”. MORE
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? MORE
Your company story is compelling, at least to the leadership team. However, are your employees as invested in this story as you are? As the saying goes: “It is hard to read the label when you are inside the bottle.”. You sit at the helm of a large, 100-year old company. 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
Leadership through storytelling takes another look at your toxic professional stories. You know, the ones you bury, because you associate these stories not only with personal and professional embarrassment and humiliation. But also, with toxic workplace environments. MORE
In better serving colleagues, we better serve our customers. I am not talking about serving the needs of soul-sucking managers who load us up with disconnected tasks which only serve their egos. Or, KPIs and bonuses. Because that is what you were thinking,). MORE
Do you depend on professional speak to make you appear credible to listeners? You know, discipline-specific terminology or buzz words which often comprise over 50% of professional conversations. MORE
You know you are telling only half your professional story. Yet, the other half, the untold half of your story, dominates your head, doesn’t it? Perhaps that is why you remain unconvinced about the power of your own story. 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
JUNE 20, 2019
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?
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
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.
One Millimeter Mindset
JUNE 3, 2019
Do you depend on professional speak to make you appear credible to listeners? You know, discipline-specific terminology or buzz words which often comprise over 50% of professional conversations.
One Millimeter Mindset
JUNE 19, 2019
What opportunities do you offer to enhance employee development value? Because your employees look to you for direction. Towards where they go next. How they grow within your organization. Do you provide valuable reasons for current and prospective employees to join or remain part of your workforce?
One Millimeter Mindset
APRIL 24, 2019
Your company story is compelling, at least to the leadership team. However, are your employees as invested in this story as you are? As the saying goes: “It is hard to read the label when you are inside the bottle.”. You sit at the helm of a large, 100-year old company.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
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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
MAY 9, 2019
You know you are telling only half your professional story. Yet, the other half, the untold half of your story, dominates your head, doesn’t it? Perhaps that is why you remain unconvinced about the power of your own story.
One Millimeter Mindset
JUNE 5, 2019
Tell Me More Storytelling skills result in customers, investors, colleagues, and even your grandmother, asking you to tell them more. About yourself, your career, products, services, solutions, travels, conflicts and even your dreams.
One Millimeter Mindset
MAY 8, 2019
Developing an inclusive storytelling culture is a tremendously timely way of spanning pay grades, job titles, levels of education and generations. On behalf of creating remarkable and enduring client-focused outcomes.
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.
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?
One Millimeter Mindset
JUNE 12, 2019
Your strategic stakeholders keep tuning you out. Spoiler alert: They tune you out because your professional behavior turns them off. End of story: yours and theirs.
One Millimeter Mindset
MAY 23, 2019
Leadership through storytelling takes another look at your toxic professional stories. You know, the ones you bury, because you associate these stories not only with personal and professional embarrassment and humiliation. But also, with toxic workplace environments.
Speaker: Diego Lo Giudice and Chad Hendren
With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.
One Millimeter Mindset
MAY 29, 2019
What does it take to create an impactful customer retention team? First, is there a tried and true process or recipe to follow? Next, is this team full of people from across the organization and lots of different disciplines?
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
MAY 1, 2019
When you outsource, instead of insourcing company storytelling, you put yourself in the hands of others. To tell your stories. Often, the people telling your stories are employees of outside agencies. And these agencies produce lots of marketing and sales oriented materials.
One Millimeter Mindset
MAY 22, 2019
Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? Then, ponder the workforce profitability of your current strategy.
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Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!
One Millimeter Mindset
MARCH 18, 2019
Ever consider the type of professional legacy you create? As you strive to meet an organization’s KPIs for the functional role in which you serve?
One Millimeter Mindset
MAY 20, 2019
Today, make a list of your professional communication soft skills. If you Google “soft skills”, you arrive at 5-7 skill sets for which communication is deemed of utmost importance.
One Millimeter Mindset
MARCH 4, 2019
No matter where we sit around the business table, we sling our professional spiel. Our buzz words, our technical words, our “I’m part of The Club” words. In our minds, we showcase our expertise. However, in the minds of our audiences, teams and stakeholders, we just may be showing off.
One Millimeter Mindset
FEBRUARY 25, 2019
The people value which organizations and associations bring to customers’ tables influences whether customers will stick with you. Or not. Your people, and their understanding of the intrinsic value they provide to stakeholders and customers, are your “secret sauce.”.
Advertisement
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
MAY 30, 2019
When does your team find out about client feedback? Constantly? Only when there is a negative issue? Or, four times a year: coinciding with results from quarterly customer satisfaction surveys? And then what happens? Do you point fingers at each other and play the blame game?
One Millimeter Mindset
MAY 15, 2019
In better serving colleagues, we better serve our customers. I am not talking about serving the needs of soul-sucking managers who load us up with disconnected tasks which only serve their egos. Or, KPIs and bonuses. Because that is what you were thinking,).
One Millimeter Mindset
APRIL 8, 2019
Ah, the life of left brain thinkers is complex and frustrating. These professionals, including STEM professionals (Science-Technology-Engineer-Mathematics), often are the smartest people in the room. Hands down. They also are the hardest-to-understand people in the room. That is why business decision makers turn off and tune out presentations and communications from the left brain thinkers in your organization.
One Millimeter Mindset
FEBRUARY 27, 2019
Business growth status quo happens. When you take your eye off the top and bottom lines because things appear to be going well. Or, are they? Really? After all, your business has a pipeline full of repeat business. At least, that is what your sales team tells you.
Advertisement
Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.
One Millimeter Mindset
MARCH 28, 2019
Each of us has a customer retention superpower. Regardless of our job title, pay grade or level of education. Have you discovered yours yet? Our superpower is unique to each one of us. We may do a lot of things really well, or only a few things really well.
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