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.

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Can you Walk Your Story Talk or just Spiel the Blah-Blah-Blah?

One Millimeter Mindset

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.

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.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Are Client Retention Folks the Best Salespeople in Your Company?

One Millimeter Mindset

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.

3 Tips to tell Clarity-Focused Business Stories not Confusing Ones

One Millimeter Mindset

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.

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Professional Complacency does not prevent Change

One Millimeter Mindset

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.

Tactical Fixes do not help Clients make Strategic Hard Calls

One Millimeter Mindset

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.

Targeting Hit or Miss Storytelling Yields Hit or Miss Clients

One Millimeter Mindset

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!

The Best Sales Forecasting Models for Weathering Your Goals

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!

3 Reasons Clients feel Abandoned doing Business with You

One Millimeter Mindset

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?

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.

Yesterday Stories do not sell You, Your Team, & Your Company Today

One Millimeter Mindset

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.

Why carry Team Dysfunction into Virtual Environments?

One Millimeter Mindset

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.

8 Contact Center Trends to Watch in 2020

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!

Professional Burnout acknowledges Your Signal to Noise Ratio

One Millimeter Mindset

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.

Continuously Developing a Trustworthy Professional Story

One Millimeter Mindset

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.

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.

Virtual Client Retention Strategies leverage Sincerity not Scripting

One Millimeter Mindset

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.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Telling Stories Clients Need to Hear instead of Want to Hear.

One Millimeter Mindset

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?

Virtual Post Sale Client Abandonment is not a Novel Scenario

One Millimeter Mindset

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.”.

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Updated Business Stories are more Future Business Relevant

One Millimeter Mindset

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?

Yes and just How Essential are You to Colleagues and Clients?

One Millimeter Mindset

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?

A Guide to Online Communities for Enterprise Organizations

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.

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.

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.

Finding Clarity of Virtual Context during Virtual Meetings

One Millimeter Mindset

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.

Are You a Spectator or Active Virtual Participant in Meetings?

One Millimeter Mindset

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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

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!

Are You a Trusted Client Retention Specialist or a Generalist?

One Millimeter Mindset

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.

Is Cross Functional Versatility part of Your Professional Value Story?

One Millimeter Mindset

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?

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?”

Create a Flexible Client Retention Strategy as Clients Pivot

One Millimeter Mindset

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.

AI & Community: Don't Hammer the Flowers

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.

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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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?

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?

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.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

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.