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.

Capture Your Team’s Pandemic Stories as Your Legacy Stories

One Millimeter Mindset

Capture your team’s pandemic stories. Record these together, review them together, celebrate them together. Today, tomorrow and future-forward. Because the large, and often small, and always human actions we take towards each other and our clients are our testimonials.

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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.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

How We Show Up Virtually impacts Client Experience

One Millimeter Mindset

Consider that how we show up virtually impacts client experiences: today, tomorrow and moving forward. Think about it. These days, with no other option but to meet up virtually, both the concept and context of the word “meeting” are in transition.

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.

Extraordinary Times require Simple Extraordinary Storytelling

One Millimeter Mindset

Simple, extraordinary storytelling is generating right now. Well, here we all are. Together. Dealing with an unprecedented health scenario which impacts absolutely every aspect of our lives. These, indeed, are extraordinary times.

Reassessing Professional Relevance for Extraordinary Times

One Millimeter Mindset

You have an opportunity of reassessing your professional relevance during these extraordinary times. So, perhaps it’s time to pause. Consider how your own professional behavior and actions impact more than making your own numbers or fulfilling your own KPIs.

Virtual Meetings create Virtual Stories. What are Yours?

One Millimeter Mindset

Virtual meetings create a tremendous opportunity for everyone to co-create virtual stories. Together. Stories which support one another and the clients we serve. What are your stories? What are your experiences?

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

2 Ways Internal Client Experiences are key to External CXs

One Millimeter Mindset

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.

5 Reasons to tell Stories People Really Need to Hear

One Millimeter Mindset

Do you tell stories people really need to hear? About the stuff they really need to know. If you answer “Yes” to this question, the stories you tell always remain the same. And, clients and employees trust you to have their backs over the long haul.

Is the Goal creating Enduring Professional Stories or Temporary Ones?

One Millimeter Mindset

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.

3 Strategies to Deal with Continuous Professional Disruption

One Millimeter Mindset

Right now, do you feel like you are wearing an incredibly itchy, 100% wool sweater? And no matter how much you scratch, you become more and more uncomfortable wearing that sweater. Except you cannot take the sweater off. If you feel this way, you are not alone.

How a Top 25 Most Trusted Brand Handed Their CX to AI

Speaker: Brian Morin, CMO, SmartAction & Patty Kleinfeldt, Director of Q&E, AAA

One of the most trusted brands in the world, AAA, took the most critical aspect of their Customer Experience and handed it over to an AI-powered virtual agent for omnichannel self-service. In this webinar, we will hear from Brian Morin of SmartAction and AAA's Dispatch Operations Manager, Steve Bennett. They will dive into how AAA handled this transition and the effect its had on CX.

Leverage Provocative Business Storytelling to drive Client Success

One Millimeter Mindset

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.

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.

Make Solid Strategic Business Sense with Connect the Dot Stories

One Millimeter Mindset

How much strategic business sense do your stories make? As I worked with one of my clients yesterday, he complained that decision makers were not taking action after his presentations. He just could not understand why. My question to him: “Do you tell connect the dot stories?”

Are You Professionally Change Reluctant or Change Averse?

One Millimeter Mindset

Would you describe yourself as professionally change-reluctant or completely change-averse? Think about it. Each day, you and I wrestle with moving one millimeter beyond our current professional comfort levels. So, we get to where we need to go. Together. One tiny millimeter at a time.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Do Your Strategic Business Stories address Unmet Client Needs?

One Millimeter Mindset

Addressing unmet client needs is the key to designing the products, services, programs and systems which best serve customers. Over the long-haul. When client retention is the objective. Yet the strategic business stories you tell often do not address those long-term, stated or unstated client needs.

Are You practicing HR Storytelling Diversity and Inclusion?

One Millimeter Mindset

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.

4 Ways Complex Story Details do not catalyze Decision Making

One Millimeter Mindset

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?

Do Your Data-Driven “Me” Stories Intimidate rather than Engage?

One Millimeter Mindset

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?

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

3 Tips so You become a Confident Remote Storyteller

One Millimeter Mindset

Are you a confident remote storyteller? Regardless of your professional discipline, our messaging, information and stories need to become robust. No matter where, and when, we have opportunities to communicate with each other.

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Throwing Storytelling Spaghetti against the Wall does not Stick

One Millimeter Mindset

Are you throwing storytelling spaghetti at employees and clients? Hoping they glean whatever message they can? Not only from the story you tell, but also as a result of how you deliver that story to them?

Relying on Yesterday’s Business Backstory to drive Business Growth?

One Millimeter Mindset

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.

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.

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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?

Why Idealized Storytelling creates Decision Making Skepticism

One Millimeter Mindset

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.

Does Your HR Engagement Strategy include Storytelling?

One Millimeter Mindset

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.

8 Thoughts about Hiding Your Head in Business Strategy Sand

One Millimeter Mindset

There’s a whole desert of business strategy sand out there. Waiting for you to hide your head in. Because tomorrow’s business strategies are overwhelming. And, you tend to think about the entire strategy, simultaneously.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

Purpose-Driven Client Retention leverages Your Own Stories

One Millimeter Mindset

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.