Expert insights. Personalized for you.
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
Are complex story details in the stories you tell falling short of getting your point across to colleagues, investors and clients? As a result, the decision you ask them to make is lost in the details you spiel at them. This is not exactly the storytelling outcome you desire, is it? 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
Enduring professional stories are the stories clients and colleagues remember, long after you leave the room. First, your message sticks in their brains: motivating their actions beyond today. Then, that message catalyzes their professional behavior and mindset tomorrow and in the future. MORE
Wishing you all a Happy Thanksgiving. No matter where in the world you are. Regardless of your job title, pay grade, level of education or generation. What You Do and Who You Are make a difference to us all. I am grateful for your solid friendship over these past 10 years (yes 10!) 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
More Than You Can Deliver storytelling is easily dismissed as both incredible as well as un-credible. First, you promise to deliver products, solutions, services and programs exceeding your professional capabilities. MORE
These three professional development review blog posts focus on the value of storytelling for your professional development trajectory. Leveraging storytelling as a key component of your professional development showcases a commitment. MORE
A purpose-driven client retention strategy leverages your own stories. Are the stories you currently tell purpose-driven and authentic? Or, do your stories sound artificial, non-essential, insubstantial? By now, you have told stories to many colleagues and clients. MORE
Yesterday’s business backstory gets you to where you are today. However, does this history showcase how you get clients to where they need to go: tomorrow and in the future? Today’s businesses represent the intersection of people, processes and interconnected software-machine interfaces. MORE
Your 2020 storytelling strategy offers three choices. Either you choose to: Play it safe. Tell a complacent, risk-free story. 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
Telling purpose-driven stories engages strategic partners and clients. Because these stories do not sound like the quota- and KPI-driven stories they hear from other professionals. Even when these professionals are their own internal colleagues. 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
Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors. MORE
When you think about your professional advancement roadmap, storytelling probably is the last component on the list. After all, our perception of professional development reinforces a linear, straight-line from where we are today, to where we will be tomorrow and in the future. MORE
When you tell data-driven “Me” stories, you become short-sighted about the outcomes that decision makers look for when deciding to fund, invest and buy. Are the stories you tell well-balanced or out-of-sync with the stories people are listening for? MORE
When your Authentic You is not part of the professional stories you tell, your stories are less-than-believable. As a result, the folks listening to your stories are left with no conclusion and one question: SO WHAT? MORE
Which employee segments does your HR engagement strategy best-serve? And, in serving these higher-performing employees, does your strategy marginalize, exclude or intimidate other employees? Consider the impact of storytelling on connecting employees across the organization. MORE
Idealized storytelling creates perfect story scenarios in which products, services, programs are placed. Not surprisingly, these stories always seem to have fairy-tale outcomes, where everyone lives happily ever after. Mostly, due to the outcomes created by our products, services and programs. 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
Do you have storytelling confidence? You know, telling stories consistently, time after time. And, telling the stories in which you are professionally invested. When you take those actions, you move away from describing someone else’s stories, as a third-party narrative. Think about it. 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
Developing your provocative business storytelling acumen moves you one millimeter (or more) beyond sounding like everyone else. Because business stories easily sound too safe, too sanitized and too perfect. MORE
Creating and implementing an HR storytelling diversity and inclusion strategy is mission-critical. Especially for employee and client retention: Today, Tomorrow and in the Future. First, because Today’s Internet of Things (IoT), Fourth Industrial Revolution workplaces are extremely complex. 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
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
This workforce development review blog post focuses on storytelling as a key component of a compelling human capital strategy. Ponder how this strategy creates more professionally diverse and inclusive workplaces. Because co-created storytelling connects employees to one another. MORE
Moving your stories into the Very Compelling Storytelling category is a scary proposition, isn’t it? Sort of like standing in rush-hour traffic during a polar vortex. Very compelling storytelling moves you the biggest one millimeter beyond your storytelling comfort level as you can move. 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
Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name. 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.
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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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Transform your contact center to build relationships with your customers that will last a lifetime.
One Millimeter Mindset
JANUARY 23, 2020
Creating and implementing an HR storytelling diversity and inclusion strategy is mission-critical. Especially for employee and client retention: Today, Tomorrow and in the Future. First, because Today’s Internet of Things (IoT), Fourth Industrial Revolution workplaces are extremely complex.
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One Millimeter Mindset
OCTOBER 30, 2019
Enduring professional stories are the stories clients and colleagues remember, long after you leave the room. First, your message sticks in their brains: motivating their actions beyond today. Then, that message catalyzes their professional behavior and mindset tomorrow and in the future.
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
JANUARY 21, 2020
Idealized storytelling creates perfect story scenarios in which products, services, programs are placed. Not surprisingly, these stories always seem to have fairy-tale outcomes, where everyone lives happily ever after. Mostly, due to the outcomes created by our products, services and programs.
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.
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Learn 5 actions your organization can take right now to improve the customer experience.
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One Millimeter Mindset
NOVEMBER 4, 2019
When you tell data-driven “Me” stories, you become short-sighted about the outcomes that decision makers look for when deciding to fund, invest and buy. Are the stories you tell well-balanced or out-of-sync with the stories people are listening for?
One Millimeter Mindset
NOVEMBER 11, 2019
Yesterday’s business backstory gets you to where you are today. However, does this history showcase how you get clients to where they need to go: tomorrow and in the future? Today’s businesses represent the intersection of people, processes and interconnected software-machine interfaces.
One Millimeter Mindset
JANUARY 16, 2020
Moving your stories into the Very Compelling Storytelling category is a scary proposition, isn’t it? Sort of like standing in rush-hour traffic during a polar vortex. Very compelling storytelling moves you the biggest one millimeter beyond your storytelling comfort level as you can move.
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.
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The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.
One Millimeter Mindset
JANUARY 14, 2020
Developing your provocative business storytelling acumen moves you one millimeter (or more) beyond sounding like everyone else. Because business stories easily sound too safe, too sanitized and too perfect.
One Millimeter Mindset
NOVEMBER 13, 2019
Which employee segments does your HR engagement strategy best-serve? And, in serving these higher-performing employees, does your strategy marginalize, exclude or intimidate other employees? Consider the impact of storytelling on connecting employees across the organization.
One Millimeter Mindset
NOVEMBER 25, 2019
These three professional development review blog posts focus on the value of storytelling for your professional development trajectory. Leveraging storytelling as a key component of your professional development showcases a commitment.
One Millimeter Mindset
NOVEMBER 27, 2019
Wishing you all a Happy Thanksgiving. No matter where in the world you are. Regardless of your job title, pay grade, level of education or generation. What You Do and Who You Are make a difference to us all. I am grateful for your solid friendship over these past 10 years (yes 10!)
In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.
One Millimeter Mindset
OCTOBER 7, 2019
Telling purpose-driven stories engages strategic partners and clients. Because these stories do not sound like the quota- and KPI-driven stories they hear from other professionals. Even when these professionals are their own internal colleagues.
One Millimeter Mindset
JANUARY 2, 2020
When your Authentic You is not part of the professional stories you tell, your stories are less-than-believable. As a result, the folks listening to your stories are left with no conclusion and one question: SO WHAT?
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 7, 2020
A purpose-driven client retention strategy leverages your own stories. Are the stories you currently tell purpose-driven and authentic? Or, do your stories sound artificial, non-essential, insubstantial? By now, you have told stories to many colleagues and clients.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.
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
NOVEMBER 27, 2019
This workforce development review blog post focuses on storytelling as a key component of a compelling human capital strategy. Ponder how this strategy creates more professionally diverse and inclusive workplaces. Because co-created storytelling connects employees to one another.
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.
One Millimeter Mindset
SEPTEMBER 16, 2019
Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors.
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.
One Millimeter Mindset
SEPTEMBER 11, 2019
Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name.
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
JULY 31, 2019
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.
One Millimeter Mindset
OCTOBER 14, 2019
Do you have storytelling confidence? You know, telling stories consistently, time after time. And, telling the stories in which you are professionally invested. When you take those actions, you move away from describing someone else’s stories, as a third-party narrative. Think about it.
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
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.
One Millimeter Mindset
SEPTEMBER 18, 2019
More Than You Can Deliver storytelling is easily dismissed as both incredible as well as un-credible. First, you promise to deliver products, solutions, services and programs exceeding your professional capabilities.
One Millimeter Mindset
DECEMBER 31, 2019
Your 2020 storytelling strategy offers three choices. Either you choose to: Play it safe. Tell a complacent, risk-free story.
One Millimeter Mindset
SEPTEMBER 9, 2019
When you think about your professional advancement roadmap, storytelling probably is the last component on the list. After all, our perception of professional development reinforces a linear, straight-line from where we are today, to where we will be tomorrow and in the future.
Advertisement
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.
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