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
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
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
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. First, you start to better serve one another. MORE
The stories you really need to know are not necessarily the stories you want to hear, are they? Because the stories you really need to know make you feel uncomfortable. After all, the stories you prefer to hear validate and justify the way you currently serve your existing client base. MORE
How comfortable are you telling your STEM story? During startup pitches, meeting presentations, conference gatherings? Even telling your Grandmother “what you do” when you are home for the holidays? MORE
What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? As the saying goes, what got you to where you are today may not get you to where you need to go, tomorrow. 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
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
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
When you have a broken company story, your story seems to change on a daily basis. Then, it is difficult to remember the story you tell to colleagues, employees, vendors and clients. Because, your story continuously changes. MORE
Is your cupcake sprinkles storytelling strategy convincing clients to do business with you? The purpose storytelling serves is more than business garnish. Do you simply throw various business scenarios over the wall, at marketing and public relations professionals? The same way you always have done? MORE
Employee ratings are visible to everyone, courtesy of online hiring sites. For starters, these ratings serve as testimonials, for better or for worse, about employee experience at your company. Second, ponder the stories former employees have to tell about the inner workings of your organization. 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
When your goal is creating memorable customer experiences, you tend to pay more attention to your clients. Consequently, the stories they tell become more engaging to you both. MORE
How comfortable are you incorporating story into your data to engage and retain decision makers? Clearly, data is frequently used by sales teams to justify initial purchase of your organization’s products and services. However, what’s the story behind all that data? 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
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
Small business storytelling leaves your company vulnerable. Especially, if you depend on customer feedback as a resource for stories. First, not all customers post their feedback, either on your own website or on review sites. As a result, stories can be biased. 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
Do our word choices for telling stories engage, delight and convert colleagues and clients? Or, do our word choices make listeners feel like they are not invited to become part of the stories we tell? Word choices make a difference for just about everything we do, as Professionals of Worth. 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
AUGUST 14, 2019
The stories you really need to know are not necessarily the stories you want to hear, are they? Because the stories you really need to know make you feel uncomfortable. After all, the stories you prefer to hear validate and justify the way you currently serve your existing client base.
Speaker: Ron Dutta, VP of Business Development & Omnichannel CX Solutions
We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?
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. First, you start to better serve one another.
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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.
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
AUGUST 12, 2019
Employee ratings are visible to everyone, courtesy of online hiring sites. For starters, these ratings serve as testimonials, for better or for worse, about employee experience at your company. Second, ponder the stories former employees have to tell about the inner workings of your organization.
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.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
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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.
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 6, 2019
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.
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.
One Millimeter Mindset
AUGUST 7, 2019
When you have a broken company story, your story seems to change on a daily basis. Then, it is difficult to remember the story you tell to colleagues, employees, vendors and clients. Because, your story continuously changes.
One Millimeter Mindset
JULY 15, 2019
Do our word choices for telling stories engage, delight and convert colleagues and clients? Or, do our word choices make listeners feel like they are not invited to become part of the stories we tell? Word choices make a difference for just about everything we do, as Professionals of Worth.
One Millimeter Mindset
JULY 29, 2019
How comfortable are you incorporating story into your data to engage and retain decision makers? Clearly, data is frequently used by sales teams to justify initial purchase of your organization’s products and services. However, what’s the story behind all that data?
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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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
JUNE 27, 2019
How comfortable are you telling your STEM story? During startup pitches, meeting presentations, conference gatherings? Even telling your Grandmother “what you do” when you are home for the holidays?
One Millimeter Mindset
JULY 24, 2019
Small business storytelling leaves your company vulnerable. Especially, if you depend on customer feedback as a resource for stories. First, not all customers post their feedback, either on your own website or on review sites. As a result, stories can be biased.
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
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.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
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.
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
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
JULY 8, 2019
Is your cupcake sprinkles storytelling strategy convincing clients to do business with you? The purpose storytelling serves is more than business garnish. Do you simply throw various business scenarios over the wall, at marketing and public relations professionals? The same way you always have done?
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
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.
One Millimeter Mindset
JULY 22, 2019
When your goal is creating memorable customer experiences, you tend to pay more attention to your clients. Consequently, the stories they tell become more engaging to you both.
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 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.
Speaker: Vicki Brackett, Author and COO of Sinousia
Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!
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?
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