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
Determine the clarity of virtual context before and during virtual meetings. So you tee up these meetings to create greater attendee participation and engagement. And create unanticipated, positive attendee experiences, as well. 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
In fact, why perpetuate yesterday’s team dysfunction into any collaborative environment? Virtual or otherwise. Regardless of whether you work entirely virtually or in a hybridized format, the playing field is flattened by the current scenario. MORE
Do you see yourself as a trusted client retention specialist or simply a generalist? In fact, do you even perceive yourself as having any type of role retaining clients? Because, here’s news. Regardless of whether you actively acquire clients, or not, you impact client retention. 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
Telling yesterday stories just may not get you to where you need to go: Today, Tomorrow and Moving Forward. First, because none of us are getting to where we thought we were going in a Yesterday as recent as January 2020. MORE
When is the last time you updated business stories? You know, the ones you tell to acquire and (I hope) retain clients? And the stories you tell to engage and retain employees? Are you still using the same business stories, investor pitches, technical use cases or business cases? MORE
Do you credibly walk your story talk through every phase of each project? Not only to create a compelling business case or project narrative. End of story. But also, to build strategic relationships throughout the breadth and depth of your own and your clients’ organizations? The never-ending story. MORE
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? MORE
Consider that you just may be wrestling with professional burnout, at this point. By now, you realize your “temporary” hiatus from the workplace does not represent anything close to a 14-day quarantine exercise. MORE
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. MORE
When my long-time best friend, Annie, and I get on the phone together, we can talk for hours. I mean hours. About anything and everything, all-inclusive. Our families describe our epic conversations as marathons. My bestie and I do not leave out any details in our family sagas. MORE
The stories clients need to hear are about the stuff they need to know. So we get to where we need to go. Together. One millimeter at a time. Are you playing it safe, altering your business and use cases, and your HR and design team stories? So you dance around topics which should be emphasized? MORE
There’s nothing novel about virtual post-sale client abandonment. Upon consideration, you realize your company’s been doing this for years. In fact, virtual abandonment is a key component of “business as usual.”. MORE
Just how essential are You (really) to colleagues and clients? Because colleagues and clients ask themselves that same question as they move forward towards What’s Next. Do colleagues and clients prioritize you as their trusted go-to resource? And an innovator rather than an order-taker? MORE
It just could be that client retention folks are the best salespeople in your company. You know. Professionals involved in the post-sale care and feeding of newly-acquired customers. 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
How much cross functional versatility is built into how you deliver value to employers and clients? Consider that this one attribute, moving forward, tells people a lot about who you are, as a professional of worth. Can they trust you to have their backs, as you wrestle with change? MORE
Developing virtual client retention strategies always is mission-critical. Especially in moving “yesterday’s” business and client acquisition models forward. Where? Towards what’s next: tomorrow and future-forward. MORE
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?” MORE
There are 3 reasons clients feel abandoned doing business with you. Seriously, there’s nothing like the euphoria of winning a new client! Starting a new project! Creating a new design! What an adrenaline rush for both you and your client. And then, what happens next…. From that client’s perspective? MORE
Quite an adventure, isn’t it, sailing through the pandemic storm, together? Each week brings a new requirement on how to combine emotion, engagement, courage, and critical thinking skills. So we get to where we need to go, together. One millimeter at a time. MORE
Consider the professional story you communicate when you either are a spectator or an active virtual participant during meetings. After all, humans are hard-wired to use all of their senses to size up a situation. And vision best allows us to connect to our environments. 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
Do you propose tactical fixes for your clients’ biggest strategic issues? Or, is your own need to close a contract overshadowing the real issues clients struggle with? Because you both need to put food on the table, maintain cash flow and prevent employee and client churn. MORE
Why rely on a hit or miss storytelling strategy to acquire and retain clients? Stories which, at least your clients know, are generic stories. Serving nothing more substantial than an inside-out marketing and sales purpose, via a pre-packaged library. So you do not have to think about a thing! 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
Imagine yourself on the ocean, coming into port during a dark and stormy night. You chart a course toward port, using the same tools and logic system you originally learned. Doing your job the same way you have always done your job. MORE
Is the story you tell clients and colleagues a trustworthy professional story? Or, does your story shapeshift, depending on who is listening? Depending on What’s In It For You? When the professional story you tell is never the same, twice in a row, consider whether you are building client trust. MORE
It’s time to hit your professional reset button with these six blog posts! Today, tomorrow and moving forward, your clients need you. And, more than ever before, they require you to be fully present and in the moment with them. 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
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
JUNE 23, 2020
Do you credibly walk your story talk through every phase of each project? Not only to create a compelling business case or project narrative. End of story. But also, to build strategic relationships throughout the breadth and depth of your own and your clients’ organizations? The never-ending story.
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.
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One Millimeter Mindset
JULY 9, 2020
It just could be that client retention folks are the best salespeople in your company. You know. Professionals involved in the post-sale care and feeding of newly-acquired customers.
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One Millimeter Mindset
JUNE 16, 2020
When my long-time best friend, Annie, and I get on the phone together, we can talk for hours. I mean hours. About anything and everything, all-inclusive. Our families describe our epic conversations as marathons. My bestie and I do not leave out any details in our family sagas.
One Millimeter Mindset
JUNE 11, 2020
Imagine yourself on the ocean, coming into port during a dark and stormy night. You chart a course toward port, using the same tools and logic system you originally learned. Doing your job the same way you have always done your job.
One Millimeter Mindset
MAY 5, 2020
Do you propose tactical fixes for your clients’ biggest strategic issues? Or, is your own need to close a contract overshadowing the real issues clients struggle with? Because you both need to put food on the table, maintain cash flow and prevent employee and client churn.
One Millimeter Mindset
JUNE 30, 2020
Why rely on a hit or miss storytelling strategy to acquire and retain clients? Stories which, at least your clients know, are generic stories. Serving nothing more substantial than an inside-out marketing and sales purpose, via a pre-packaged library. So you do not have to think about a thing!
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
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One Millimeter Mindset
JUNE 25, 2020
There are 3 reasons clients feel abandoned doing business with you. Seriously, there’s nothing like the euphoria of winning a new client! Starting a new project! Creating a new design! What an adrenaline rush for both you and your client. And then, what happens next…. From that client’s perspective?
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
JUNE 18, 2020
Telling yesterday stories just may not get you to where you need to go: Today, Tomorrow and Moving Forward. First, because none of us are getting to where we thought we were going in a Yesterday as recent as January 2020.
One Millimeter Mindset
MAY 28, 2020
In fact, why perpetuate yesterday’s team dysfunction into any collaborative environment? Virtual or otherwise. Regardless of whether you work entirely virtually or in a hybridized format, the playing field is flattened by the current scenario.
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In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!
One Millimeter Mindset
MAY 26, 2020
Consider that you just may be wrestling with professional burnout, at this point. By now, you realize your “temporary” hiatus from the workplace does not represent anything close to a 14-day quarantine exercise.
One Millimeter Mindset
JUNE 9, 2020
Is the story you tell clients and colleagues a trustworthy professional story? Or, does your story shapeshift, depending on who is listening? Depending on What’s In It For You? When the professional story you tell is never the same, twice in a row, consider whether you are building client trust.
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
APRIL 30, 2020
Developing virtual client retention strategies always is mission-critical. Especially in moving “yesterday’s” business and client acquisition models forward. Where? Towards what’s next: tomorrow and future-forward.
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One Millimeter Mindset
JUNE 2, 2020
The stories clients need to hear are about the stuff they need to know. So we get to where we need to go. Together. One millimeter at a time. Are you playing it safe, altering your business and use cases, and your HR and design team stories? So you dance around topics which should be emphasized?
One Millimeter Mindset
MAY 21, 2020
There’s nothing novel about virtual post-sale client abandonment. Upon consideration, you realize your company’s been doing this for years. In fact, virtual abandonment is a key component of “business as usual.”.
One Millimeter Mindset
APRIL 9, 2020
When is the last time you updated business stories? You know, the ones you tell to acquire and (I hope) retain clients? And the stories you tell to engage and retain employees? Are you still using the same business stories, investor pitches, technical use cases or business cases?
One Millimeter Mindset
MAY 12, 2020
Just how essential are You (really) to colleagues and clients? Because colleagues and clients ask themselves that same question as they move forward towards What’s Next. Do colleagues and clients prioritize you as their trusted go-to resource? And an innovator rather than an order-taker?
Advertiser: Vanilla Forums
This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.
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.
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.
One Millimeter Mindset
APRIL 14, 2020
Determine the clarity of virtual context before and during virtual meetings. So you tee up these meetings to create greater attendee participation and engagement. And create unanticipated, positive attendee experiences, as well.
One Millimeter Mindset
APRIL 28, 2020
Consider the professional story you communicate when you either are a spectator or an active virtual participant during meetings. After all, humans are hard-wired to use all of their senses to size up a situation. And vision best allows us to connect to our environments.
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
One Millimeter Mindset
MAY 19, 2020
Do you see yourself as a trusted client retention specialist or simply a generalist? In fact, do you even perceive yourself as having any type of role retaining clients? Because, here’s news. Regardless of whether you actively acquire clients, or not, you impact client retention.
One Millimeter Mindset
MAY 14, 2020
How much cross functional versatility is built into how you deliver value to employers and clients? Consider that this one attribute, moving forward, tells people a lot about who you are, as a professional of worth. Can they trust you to have their backs, as you wrestle with change?
One Millimeter Mindset
JANUARY 28, 2020
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?”
One Millimeter Mindset
MAY 7, 2020
Quite an adventure, isn’t it, sailing through the pandemic storm, together? Each week brings a new requirement on how to combine emotion, engagement, courage, and critical thinking skills. So we get to where we need to go, together. One millimeter at a time.
Speaker: Venessa Paech, Australia's Leading Community Specialist
Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.
One Millimeter Mindset
MARCH 10, 2020
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.
One Millimeter Mindset
MARCH 31, 2020
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?
One Millimeter Mindset
JANUARY 9, 2020
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?
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.
Speaker: Sandi Lin & Linda Schwaber-Cohen
In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.
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