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.

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.

Why The Stories You really need to Know are Uncomfortable

One Millimeter Mindset

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.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP of Business Development & Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

The What You Do Story is Key to Retaining Clients

One Millimeter Mindset

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.

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.

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.

Ignoring How Employee Ratings impact Your Company Story?

One Millimeter Mindset

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.

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.

Redefining Customer Experience Metrics for Better Performance

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.

Are Your Employees invested in Your Company Story?

One Millimeter Mindset

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.

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.

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?

Storytelling Outcomes influence Post Sale Customer Expectations

One Millimeter Mindset

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.

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

What happens when You have a Broken Company Story?

One Millimeter Mindset

When you have a broken company story, your story seems to change on a daily basis. Then, it is difficult to remember the story you tell to colleagues, employees, vendors and clients. Because, your story continuously changes.

Are Our Word Choices preventing Us from Telling Our Story?

One Millimeter Mindset

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.

Leveraging Data and Story to engage Decision Makers

One Millimeter Mindset

How comfortable are you incorporating story into your data to engage and retain decision makers? Clearly, data is frequently used by sales teams to justify initial purchase of your organization’s products and services. However, what’s the story behind all that data?

Does Making Excuses retain Your Clients Long Term?

One Millimeter Mindset

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?

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Why telling Your STEM Story makes Everyone Uncomfortable

One Millimeter Mindset

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?

Leaving Small Business Storytelling up to Customer Feedback?

One Millimeter Mindset

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.

Why Your Professional Speak creates Biased Listeners

One Millimeter Mindset

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.

Why are You telling only Half Your Professional Story?

One Millimeter Mindset

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.

How to Make the Transition to Customer Service Outsourcing

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.

How an Inclusive Storytelling Culture retains Customers

One Millimeter Mindset

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.

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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Why Storytelling creates Employee Development Value

One Millimeter Mindset

What opportunities do you offer to enhance employee development value? Because your employees look to you for direction. Towards where they go next. How they grow within your organization. Do you provide valuable reasons for current and prospective employees to join or remain part of your workforce?

Does Cupcake Sprinkles Storytelling convince Clients? Part 1

One Millimeter Mindset

Is your cupcake sprinkles storytelling strategy convincing clients to do business with you? The purpose storytelling serves is more than business garnish. Do you simply throw various business scenarios over the wall, at marketing and public relations professionals? The same way you always have done?

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar 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.

Why Toxic Professional Stories involve Another Story Too

One Millimeter Mindset

Leadership through storytelling takes another look at your toxic professional stories. You know, the ones you bury, because you associate these stories not only with personal and professional embarrassment and humiliation. But also, with toxic workplace environments.

Memorable Customer Experiences are driven by Co-Created Stories

One Millimeter Mindset

When your goal is creating memorable customer experiences, you tend to pay more attention to your clients. Consequently, the stories they tell become more engaging to you both.

Leverage Tell Me More Storytelling instead of So What Storytelling

One Millimeter Mindset

Tell Me More Storytelling skills result in customers, investors, colleagues, and even your grandmother, asking you to tell them more. About yourself, your career, products, services, solutions, travels, conflicts and even your dreams.

Are you outsourcing or insourcing company storytelling?

One Millimeter Mindset

When you outsource, instead of insourcing company storytelling, you put yourself in the hands of others. To tell your stories. Often, the people telling your stories are employees of outside agencies. And these agencies produce lots of marketing and sales oriented materials.

5 Ways to Engage Employees for Immediate Impact

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!

Are You creating an impactful Customer Retention Team?

One Millimeter Mindset

What does it take to create an impactful customer retention team? First, is there a tried and true process or recipe to follow? Next, is this team full of people from across the organization and lots of different disciplines?