INDUSTRY INSIGHTS YOUR PEERS ARE READING
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
Storytelling outcomes influence post-sale customer expectations about long-term experiences with products, services and solutions. In addition, the stories you tell impact investor, customer, and co-worker expectations of how it is going to be: working with you, yourself. 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
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. MORE
Many of my clients engage in short storytelling, instead of telling the stories stakeholders and clients really want to hear. As a result, their stories lack dimension, details and credibility. In addition, these stories stop short, just when clients want the story to continue. 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
More Than You Can Deliver storytelling is easily dismissed as both incredible as well as un-credible. First, you promise to deliver products, solutions, services and programs exceeding your professional capabilities. MORE
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. MORE
Developing a What You Do Story is critical to serving and retaining internal and external clients. When you connect the story of what you “do,” inside the organization, to what everyone else “does,” something interesting happens. First, you start to better serve one another. MORE
The stories you really need to know are not necessarily the stories you want to hear, are they? Because the stories you really need to know make you feel uncomfortable. After all, the stories you prefer to hear validate and justify the way you currently serve your existing client base. MORE
When you create storytelling experiences your clients crave, your professional relationships move beyond transacting business. Instead, your relationships become transformational for you both. How do you get from where you are now, with your storytelling experiences, to where you need to go? MORE
Telling purpose-driven stories engages strategic partners and clients. Because these stories do not sound like the quota- and KPI-driven stories they hear from other professionals. Even when these professionals are their own internal colleagues. MORE
How comfortable are you telling your STEM story? During startup pitches, meeting presentations, conference gatherings? Even telling your Grandmother “what you do” when you are home for the holidays? MORE
Leveraging professional development storytelling skills moves you beyond simply fielding interview questions. Or, trying to survive the next team meeting. This behavior is not storytelling. Rather, you are using well-developed skills in response to question-and-answer workplace scenarios. MORE
What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? As the saying goes, what got you to where you are today may not get you to where you need to go, tomorrow. MORE
Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors. MORE
When you think about your professional advancement roadmap, storytelling probably is the last component on the list. After all, our perception of professional development reinforces a linear, straight-line from where we are today, to where we will be tomorrow and in the future. MORE
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. 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
Do you have storytelling confidence? You know, telling stories consistently, time after time. And, telling the stories in which you are professionally invested. When you take those actions, you move away from describing someone else’s stories, as a third-party narrative. Think about it. MORE
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? MORE
Employee ratings are visible to everyone, courtesy of online hiring sites. For starters, these ratings serve as testimonials, for better or for worse, about employee experience at your company. Second, ponder the stories former employees have to tell about the inner workings of your organization. MORE
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. 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
Developing an inclusive storytelling culture is a tremendously timely way of spanning pay grades, job titles, levels of education and generations. On behalf of creating remarkable and enduring client-focused outcomes. MORE
Small business storytelling leaves your company vulnerable. Especially, if you depend on customer feedback as a resource for stories. First, not all customers post their feedback, either on your own website or on review sites. As a result, stories can be biased. MORE
A strategic why story is an invitation to connect the dots. First, not only in terms of professional relationships between you and your co-workers, colleagues, employer, clients. But also in terms of cultural connectivity. MORE
When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success? MORE
Your company story is compelling, at least to the leadership team. However, are your employees as invested in this story as you are? As the saying goes: “It is hard to read the label when you are inside the bottle.”. You sit at the helm of a large, 100-year old company. 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
Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name. MORE
Do our word choices for telling stories engage, delight and convert colleagues and clients? Or, do our word choices make listeners feel like they are not invited to become part of the stories we tell? Word choices make a difference for just about everything we do, as Professionals of Worth. MORE
Do you depend on professional speak to make you appear credible to listeners? You know, discipline-specific terminology or buzz words which often comprise over 50% of professional conversations. MORE
You know you are telling only half your professional story. Yet, the other half, the untold half of your story, dominates your head, doesn’t it? Perhaps that is why you remain unconvinced about the power of your own story. 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.
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.
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.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
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.
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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
SEPTEMBER 16, 2019
Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors.
One Millimeter Mindset
OCTOBER 14, 2019
Do you have storytelling confidence? You know, telling stories consistently, time after time. And, telling the stories in which you are professionally invested. When you take those actions, you move away from describing someone else’s stories, as a third-party narrative. Think about it.
One Millimeter Mindset
AUGUST 14, 2019
The stories you really need to know are not necessarily the stories you want to hear, are they? Because the stories you really need to know make you feel uncomfortable. After all, the stories you prefer to hear validate and justify the way you currently serve your existing client base.
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
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One Millimeter Mindset
AUGUST 21, 2019
Developing a What You Do Story is critical to serving and retaining internal and external clients. When you connect the story of what you “do,” inside the organization, to what everyone else “does,” something interesting happens. First, you start to better serve one another.
One Millimeter Mindset
OCTOBER 18, 2018
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.
One Millimeter Mindset
SEPTEMBER 11, 2019
Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name.
One Millimeter Mindset
JULY 31, 2019
What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? As the saying goes, what got you to where you are today may not get you to where you need to go, tomorrow.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
One Millimeter Mindset
SEPTEMBER 18, 2019
More Than You Can Deliver storytelling is easily dismissed as both incredible as well as un-credible. First, you promise to deliver products, solutions, services and programs exceeding your professional capabilities.
One Millimeter Mindset
SEPTEMBER 12, 2018
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?
One Millimeter Mindset
SEPTEMBER 9, 2019
When you think about your professional advancement roadmap, storytelling probably is the last component on the list. After all, our perception of professional development reinforces a linear, straight-line from where we are today, to where we will be tomorrow and in the future.
One Millimeter Mindset
APRIL 24, 2019
Your company story is compelling, at least to the leadership team. However, are your employees as invested in this story as you are? As the saying goes: “It is hard to read the label when you are inside the bottle.”. You sit at the helm of a large, 100-year old company.
Advertisement
Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.
One Millimeter Mindset
NOVEMBER 13, 2019
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.
One Millimeter Mindset
OCTOBER 2, 2019
Leveraging professional development storytelling skills moves you beyond simply fielding interview questions. Or, trying to survive the next team meeting. This behavior is not storytelling. Rather, you are using well-developed skills in response to question-and-answer workplace scenarios.
One Millimeter Mindset
AUGUST 26, 2019
A strategic why story is an invitation to connect the dots. First, not only in terms of professional relationships between you and your co-workers, colleagues, employer, clients. But also in terms of cultural connectivity.
One Millimeter Mindset
NOVEMBER 11, 2019
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.
Advertisement
One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.
One Millimeter Mindset
SEPTEMBER 5, 2018
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.
One Millimeter Mindset
JUNE 6, 2019
Storytelling outcomes influence post-sale customer expectations about long-term experiences with products, services and solutions. In addition, the stories you tell impact investor, customer, and co-worker expectations of how it is going to be: working with you, yourself.
One Millimeter Mindset
OCTOBER 16, 2019
When you create storytelling experiences your clients crave, your professional relationships move beyond transacting business. Instead, your relationships become transformational for you both. How do you get from where you are now, with your storytelling experiences, to where you need to go?
One Millimeter Mindset
AUGUST 12, 2019
Employee ratings are visible to everyone, courtesy of online hiring sites. For starters, these ratings serve as testimonials, for better or for worse, about employee experience at your company. Second, ponder the stories former employees have to tell about the inner workings of your organization.
Speaker: Vicki Brackett, Author and COO of Sinousia
Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!
One Millimeter Mindset
JULY 15, 2019
Do our word choices for telling stories engage, delight and convert colleagues and clients? Or, do our word choices make listeners feel like they are not invited to become part of the stories we tell? Word choices make a difference for just about everything we do, as Professionals of Worth.
One Millimeter Mindset
JUNE 20, 2019
When you continuously are making excuses for poor product quality and performance or sub-par service and maintenance, how invested are you in client success?
One Millimeter Mindset
MAY 8, 2019
Developing an inclusive storytelling culture is a tremendously timely way of spanning pay grades, job titles, levels of education and generations. On behalf of creating remarkable and enduring client-focused outcomes.
One Millimeter Mindset
MAY 9, 2019
You know you are telling only half your professional story. Yet, the other half, the untold half of your story, dominates your head, doesn’t it? Perhaps that is why you remain unconvinced about the power of your own story.
Advertisement
Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.
One Millimeter Mindset
JUNE 27, 2019
How comfortable are you telling your STEM story? During startup pitches, meeting presentations, conference gatherings? Even telling your Grandmother “what you do” when you are home for the holidays?
One Millimeter Mindset
JUNE 3, 2019
Do you depend on professional speak to make you appear credible to listeners? You know, discipline-specific terminology or buzz words which often comprise over 50% of professional conversations.
One Millimeter Mindset
SEPTEMBER 4, 2019
Many of my clients engage in short storytelling, instead of telling the stories stakeholders and clients really want to hear. As a result, their stories lack dimension, details and credibility. In addition, these stories stop short, just when clients want the story to continue.
One Millimeter Mindset
JULY 24, 2019
Small business storytelling leaves your company vulnerable. Especially, if you depend on customer feedback as a resource for stories. First, not all customers post their feedback, either on your own website or on review sites. As a result, stories can be biased.
Speaker: Jim Rembach, President of Call Center Coach
Join us for this insightful webinar with Jim Rembach, President at Call Center Coach, and learn about the single most important factor in the success of your contact center!
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