Expert insights. Personalized for you.
One Millimeter Mindset
NOVEMBER 16, 2022
You are the go-to resource for lots of folks, aren’t you? You always seem to have the right perspective, the right answer, the right choice of words to help people become unstuck. However, at times, being placed in that position leaves you in a lonely place. Who or what is your own go-to?
One Millimeter Mindset
OCTOBER 12, 2022
Your actions, assumptions, and perspective impact making ideas actionable and understandable. Are you one of “those” team members who is always throwing new ideas out on the table, like a jump ball? And are team members “jumping” at the chance to play around with your ideas?
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One Millimeter Mindset
OCTOBER 19, 2022
You are pushing client boundaries when you present and spearhead updated or new ideas, concepts, tools, and technologies. Often, your efforts do not result in accolades from that client. Far too frequently, clients view your efforts as contrarian. Why is that?
One Millimeter Mindset
OCTOBER 26, 2022
Do you know a rare colleague who influences your life so much that they become Legendary? These are the individuals whom we trust implicitly due to their ethics, values, professionalism, and overall humanity. The Legend is more than the sum of their expertise and proficiency.
Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.
In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.
One Millimeter Mindset
AUGUST 24, 2022
Initially, there’s a high probability you will lose your balance when learning to ride a 2-wheel bicycle. Also, there’s a high probability that you will fall off the bike and land on the pavement. So, what will you do next?
One Millimeter Mindset
JUNE 29, 2022
Those are the words of one of my greatest mentors. I think his words are even more relevant today than they were before. During our careers we get caught up in taking the next steps up the rungs of someone else’s idea of what a corporate ladder looks like.
One Millimeter Mindset
SEPTEMBER 14, 2022
When you upgrade professionally, what are your continued expectations about the impact of your achievements? During the past few years, many of you upgraded professionally.
One Millimeter Mindset
JUNE 1, 2022
Are you the default team problem-solver for your teams? Did you earn that default role by chance or design? Are you enjoying the role? If you collaborate on teams, you know that problem-solving together is complex and sometimes frustrating. During some meetings, everyone is on fire and of one mind!
One Millimeter Mindset
APRIL 20, 2022
Does your idea velocity move faster than clients are able to process what you have to say? Clients need mental breathing room, especially when dealing with complex problems. Consider that moving forward, there really are no simple issues.
Speaker: Mark Stelzner - Founder & Managing Principal at IA
Join Mark Stelzner of IA as he discusses how to optimize your current HCM system and the opportunities for new tech.
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. Rather, start by being better prepared to weigh risks against opportunities. As a result, serve your clients better and better over the duration of your relationship with them.
One Millimeter Mindset
JULY 27, 2022
Do you consistently build or derail client trust in you? What you say to clients, from meeting to meeting, spoken, and written, matters. Because what you communicate, and how you communicate, either constructs or erodes why customers do business with you.
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. That means we assume customer service is someone else’s responsibility. Certainly not ours. After all, we have more important things to do, selling, engineering, coding, managing. Even leading. Oh really?
One Millimeter Mindset
MARCH 9, 2022
It is time to revisit your professional signal to noise ratio before you are tsunami’d by it. Over the past five years, I’ve written about its importance in your professional innovation and cross functional leadership success.
Advertiser: Vanilla Forums
Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.
One Millimeter Mindset
JUNE 15, 2022
You control how you are investing emotional energy on clients (and colleagues). Some clients always seem to demand more time and attention than others. Yet, these clients are not necessarily the ones who bring out your professional best, are they?
One Millimeter Mindset
MARCH 23, 2022
There is a great professional recalibration going on. Are you experiencing it? If not, you should be. Let’s explore together, shall we? By now, you are reading plenty about the Great Post-Pandemic Resignation.
One Millimeter Mindset
APRIL 6, 2022
Are you leveraging business stories that make people think twice? Business stories provide rich, illustrative palettes upon which to engage people to move forward together.
One Millimeter Mindset
MAY 4, 2022
Are you serving yourself first or last? Or do you dismiss the importance of serving yourself first as being selfish? On the other hand, do you ever focus on putting other people’s needs ahead of your own?
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue. Sign up today!
One Millimeter Mindset
APRIL 27, 2022
Today’s post compiles five ideas to catalyze you to think about the same things, differently. It is time for action. Yes, sail into uncharted waters so what is uncomfortable and unfamiliar today becomes your professional environment moving forward.
One Millimeter Mindset
MAY 11, 2022
You all serve clients regardless of your respective professional disciplines. So it follows that when you serve those clients, your focus primarily is helping clients prioritize their own needs. That focus is truly noble.
One Millimeter Mindset
JUNE 8, 2022
When clients are prioritizing absolutely everything, no crystal clear and actionable target emerges. It’s like the clients go to an all-you-can-eat, no limits buffet. They keep piling stuff onto their plates. Yet they are neither interested in the food nor hungry enough to eat what they choose.
One Millimeter Mindset
JANUARY 19, 2022
Surprised to enter 2022 digging yourself out of a huge 2021 customer defection hole? It just could be you left your entire client retention strategy up to the virtual customer retention dog. What excuses do you make to your managers about your less-than-stellar rate of customer retention?
Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree
Join this exclusive conversation with our expert panelists and learn how you can thrive as an e-commerce retailer - even when faced with adverse market challenges. Don't miss out; register today!
One Millimeter Mindset
AUGUST 11, 2021
Organizational value silos are found in all sizes and shapes of companies. Initially, silos are created and nurtured by business and hiring models which categorize people into functional roles based on how they solve problems.
One Millimeter Mindset
JANUARY 26, 2022
How will you provide value to clients throughout 2022? Will your strategy yield occasional rather than continuous value? Some of you are always-on, hard-charging professionals. Others of you are more laid-back. However you are just as diligent and proficient about best serving client needs.
One Millimeter Mindset
JULY 28, 2021
Collaboration-resistant colleagues are tough to work with. Because there is not one idea you can introduce to the table they haven’t heard of before, thought of themselves, or already learned. Or so they say. Do you work with collaboration-resistant colleagues? .
One Millimeter Mindset
JUNE 2, 2021
Are you perceived as being too easy to work with? Think about it. Yes, you focus on being a team player. And you always try to do “whatever it takes” to acquire and/or serve colleagues and customers.
Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC
Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!
One Millimeter Mindset
AUGUST 25, 2021
You and I operate according to a series to basic assumptions which are part of the culture of our professional disciplines. What are yours? Professional assumptions are beliefs taken to be true, even if there is inconclusive proof.
One Millimeter Mindset
SEPTEMBER 24, 2020
What happens when strategic business stories become too ambiguous to everyone, including you? Yesterday, we explored whether your compelling business stories are too specific and tactically focused. Today, let’s explore what happens when your stories get lost in the strategic clouds.
One Millimeter Mindset
FEBRUARY 2, 2022
Do you make it a habit to acknowledge yourself each day? Think about it. Before you awake or when you have that first cup of coffee, take time to appreciate yourself. Then, continue the habit. Make it your priority to tell yourself, throughout the day, how proud you are of “you.”.
One Millimeter Mindset
JANUARY 28, 2021
The first month of 2021 is nearly completed. I don’t know about you. However, to me, it felt like the month’s progress was a tug-of-war. What a stop-start entry into the new year. So let’s get going, shall we? Because you and I have lots of work to do this year. And even more to accomplish together.
Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc
Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.
One Millimeter Mindset
FEBRUARY 9, 2022
Are you unintentionally creating self-imposed boundaries for your professional self? When do you create these? What stories do you tell yourself, denying the existence of these impediments? How do these limits make you feel secure, comfortable, and end up keeping you professionally static?
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