One Millimeter Mindset

A Hopscotch Client Retention Strategy will not boost Client Success

One Millimeter Mindset

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.

Confusing Customer Service Delivery with Customer Experience Delivery?

One Millimeter Mindset

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.

Social Communication is not ever Permission to Sell

One Millimeter Mindset

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.

3 Ways to improve Your Customer Retention Scorecard

One Millimeter Mindset

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.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

When Our Customers tell Overstated Stories and We believe Them

One Millimeter Mindset

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.

Retaining Customers requires All Hands on Deck

One Millimeter Mindset

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.

Why Selling Pressure impedes Service Delivery Quality

One Millimeter Mindset

Adding selling pressure to the functional responsibilities of front line and back end service teams can backfire. First, these teams are not hired, or trained, to sell. Next, these teams may not have time to sell effectively, especially when actively serving customers.

Do Our Professional Labels create Positive Customer Experiences?

One Millimeter Mindset

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?

What Type of Professional Legacy are You creating?

One Millimeter Mindset

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?

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Why Left Brain Thinkers should run your next Sales Team Meeting

One Millimeter Mindset

Really? The idea of a left brain thinker, or STEM colleague, running your next sales team meeting probably is one of your biggest nightmares. Mostly because you avoid working directly with the STEM colleagues and left brain thinkers in your organization.

Sales 59

Why Business Decision Makers tune out Left Brain Thinkers

One Millimeter Mindset

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.

3 Ways Your Value Added Customer Experience Efforts are not Valued

One Millimeter Mindset

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.

Sports 119

When We leverage Our Customer Retention Superpower

One Millimeter Mindset

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.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Update and upgrade by taking a STEM or Left Brain Colleague to coffee!

One Millimeter Mindset

Once a week, take a STEM or Left Brain Colleague to coffee! Yes, I am not crazy. I have not lost my marbles. Oh, and if you are reading this post, and happen to be one of those STEM or Left Brain professionals, you know what your mission is.

Why Our Professional Spiel falls short on Credibility and Buy In

One Millimeter Mindset

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.

To retain Customers focus on People Value instead of Products

One Millimeter Mindset

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.”.

How are You reinforcing Business Growth Status Quo?

One Millimeter Mindset

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

Why Your Soft Skills Scorecard impedes Your Professional Success

One Millimeter Mindset

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.

A Workforce Profitability Strategy gives Employees Permission to Shine

One Millimeter Mindset

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.

To retain Your Customers retain Your Employees First

One Millimeter Mindset

Do you retain employees as a critical part of your customer retention strategy? Or, are your (especially) front line employees considered to be disposable? Easily-replaced commodities in a numbers game? I recall a bunch of client conversations I had as a sales newbie.

3 Reasons why Post Sale Execution Experience Succeeds or Fails

One Millimeter Mindset

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? When, in fact, nothing is happening, at all. Or worse, something in-between.

Sales 69

The Health of the Contact Center: Are You Ready for 2019?

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.

A Potent Human Capital Strategy needs a Potent Client Retention Strategy

One Millimeter Mindset

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.

Relying on Job Titles for Your Professional Development Trajectory?

One Millimeter Mindset

How often do you rely on the job titles listed on resumes to propel your professional development trajectory? These job titles do not necessarily speak for themselves. First, job titles indicate (or at least should) a steady progression on increased responsibility and functional performance.

Create a Toxic Customer Exit Strategy and save Your Sanity

One Millimeter Mindset

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.

Difficult Customers? Read this Customer Retention Blog Review.

One Millimeter Mindset

We all experience difficult customers, from time to time. When we only have one customer as our “one and only” customer, well, things become challenging. It seems like we are continuously wrestling with big hairy issues and little annoying ones.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Does Your Major Account Team experience Stakeholder Resistance?

One Millimeter Mindset

Major account teams strive so hard to create client-focused solutions. However, no matter how insightful the solution proposed, there can be stakeholder resistance. And not only from the client side of the table. This scenario frustrates not only the major account teams.

Are Clients hiding Their Real Business Stories from Us?

One Millimeter Mindset

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.

Focus on these 3 areas for your Happy New Year Strategy

One Millimeter Mindset

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.

Why Collaborative Storytelling is Profitable Storytelling

One Millimeter Mindset

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.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

2 Ways We create Unforgettably Innovative Customer Experiences

One Millimeter Mindset

Innovative customer experiences stand out from what customers are used to experiencing. Not only do these experiences feel different, as they happen.