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
Developing Industry40 soft skills are critical to executing strategy in today’s digitally-transforming workplaces. First, the industrial Internet of Things (Industry 4.0 or #Industry40) business environment includes processes, software interfaces, equipment and machinery and people. 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
All of us have toxic demanding customers in our client bases. However, we do have control over the situation. Let’s explore. These customers pride themselves in making our business lives difficult. First, they are predictable: they will challenge all proposed solutions. Even the simplest ones. MORE
What happens when we become professionally compelling to clients? For starters, clients invite us to their business tables. As resources. Even when no “apparent” business opportunities exist. Over time, becoming professionally compelling positively impacts client experience. MORE
Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality. MORE
Business growth either leverages profitable leadership communication. Or it showcases collaboration gaps. You have heard the expression: “The right hand does not know what the left hand is doing.” MORE
The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Like a chemical equation, is the desired reaction balanced and controlled? 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
Innovative customer experiences stand out from what customers are used to experiencing. Not only do these experiences feel different, as they happen. MORE
Is your account base full of unintentionally acquired, potentially disposable clients? Go on. Take a good look. Disposable clients are historical in nature or easily acquired to fulfill quarterly quota. And then they stick around. MORE
Customer disloyalty happens. When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection. MORE
Each day, departmental factions negatively impact workplace productivity and profitability. Eventually, factions perpetuate subtle assumptions. Over time, assumptions become dogma and are hard-wired into decision-making that impacts how we deliver to customers. MORE
Ah, the impact of experience conflicts on the performance of our customer retention strategy. Just when we think we have all the moving parts in order, someone in some department somewhere does something. That “something” completely disrupts customer experience equilibrium. MORE
How we leverage our professional experience catalyzes not only the success of our customers. Also, how we catalyze our own professional success, as well. For starters, professional experience is more than the laundry list of jobs appearing on our professional resumes and LinkedIn profiles. 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
Where do you stand when it comes to customer experience mid year? Have you successfully created superlative experiences for clients, every opportunity that you get? Or is your track record inconsistent? 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
A collaborative customer experience strategy requires more than having clients to survey. This strategy encompasses understanding the non-surveyed factors impacting the customer, pre-sale, during the sale and the entire post-sale continuum. How well do we really “stick close to the customer” ? MORE
Competitive mimicry abounds in today’s overwhelmed, often socially-driven, marketplace. Not only that: we have daily cognitive overload trying to discern whether content and “facts” are real, let alone original. Let’s face it. At this point, there are very few original ideas. 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
Our innovative value leverages the client-focused outcomes we create. This value extends beyond our employer’s or team’s value propositions. Instead, our innovative value leverages the voice which defines us as Professionals of Worth. 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
The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. You know. Out of sight. Out of mind. Until “something” happens. And it always does, doesn’t it? MORE
These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. So often, all of us get caught up going through the “steps” of someone else’s process or “how to” formula. Yet, our actions fall short. MORE
The transformation of loyal customers into former customers is a real conundrum. Especially in the age of big data meets customer satisfaction. After all, if you continuously keep your fingers on the pulse of your customers, all that data should tell you who is vulnerable. And who is not. MORE
Businesses have a customer experience gap. Do you know where your gap is located? I’ve spoken with many business owners, consultants, sales people or post-sales support professionals. Each individual I’ve spoken with is adamant that: “W e stick close to the customer to create great experiences.”. MORE
Service delivery experience is something we take for granted. For starters, this experience is created at the point of the service delivery. Except, service delivery doesn’t just happen at just one point, does it? Let’s back up, a bit. MORE
Many professionals I’ve spoken with, recently, have a nagging sense that they are professionally predictable. Managers and leaders make a big fuss about why we should focus on product and service differentiation. MORE
Our customers find us professionally boring when we are completely boring. Over time, we gradually become less than enthusiastic about serving them. For a number of reasons. And our sentiments about our customers become very obvious. As a result, as the song goes: “The thrill is gone.” MORE
Everyone has professional habits: some good and some not so hot. The good habits are the ones we rely on, time after time. Because good, solid professional habits are the core foundation of our professional success. Not only that. MORE
How would you rate your own customer retention performance? You know. How well you, yourself, perform once the deal is won, the contract comes in-house and is played out in real-time? 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
Self bias is a powerful force in how we acquire, serve and retain our customers. Yet, as we chase quotas and attempt to fulfil KPIs, often the last professional attribute we think about is self bias. This week, I am engaged in what I love and what I do best. MORE
We throw around our job title or professional degree like confetti at a New Year’s celebration. These labels are our standard responses to the question: “So, what do you do?” Which, in turn, is thrown out there like a jump ball at meetings and social gatherings. 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
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.
Advertisement
Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)
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
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
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 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
OCTOBER 22, 2018
Customer disloyalty happens. When we fail to meet customer requirements after we initially attract and win their business. When customers become disenchanted, their loyalty is jeopardized. The next step is customer defection.
One Millimeter Mindset
OCTOBER 8, 2018
The quality of engagement experience is essential for fueling ongoing, high-quality customer experiences. First, the act of engaging customers encourages both customers and sellers to exchange energy with one another. Like a chemical equation, is the desired reaction balanced and controlled?
Advertisement
All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!
One Millimeter Mindset
AUGUST 27, 2018
Innovative customer experiences stand out from what customers are used to experiencing. Not only do these experiences feel different, as they happen.
One Millimeter Mindset
OCTOBER 17, 2018
Competitive mimicry abounds in today’s overwhelmed, often socially-driven, marketplace. Not only that: we have daily cognitive overload trying to discern whether content and “facts” are real, let alone original. Let’s face it. At this point, there are very few original ideas.
One Millimeter Mindset
OCTOBER 10, 2018
Our customers find us professionally boring when we are completely boring. Over time, we gradually become less than enthusiastic about serving them. For a number of reasons. And our sentiments about our customers become very obvious. As a result, as the song goes: “The thrill is gone.”
One Millimeter Mindset
OCTOBER 4, 2018
Each day, departmental factions negatively impact workplace productivity and profitability. Eventually, factions perpetuate subtle assumptions. Over time, assumptions become dogma and are hard-wired into decision-making that impacts how we deliver to customers.
One Millimeter Mindset
SEPTEMBER 26, 2018
Is your account base full of unintentionally acquired, potentially disposable clients? Go on. Take a good look. Disposable clients are historical in nature or easily acquired to fulfill quarterly quota. And then they stick around.
Advertisement
Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.
One Millimeter Mindset
OCTOBER 1, 2018
Everyone has professional habits: some good and some not so hot. The good habits are the ones we rely on, time after time. Because good, solid professional habits are the core foundation of our professional success. Not only that.
One Millimeter Mindset
SEPTEMBER 27, 2018
These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. So often, all of us get caught up going through the “steps” of someone else’s process or “how to” formula. Yet, our actions fall short.
One Millimeter Mindset
SEPTEMBER 19, 2018
The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. You know. Out of sight. Out of mind. Until “something” happens. And it always does, doesn’t it?
One Millimeter Mindset
SEPTEMBER 20, 2018
All of us have toxic demanding customers in our client bases. However, we do have control over the situation. Let’s explore. These customers pride themselves in making our business lives difficult. First, they are predictable: they will challenge all proposed solutions. Even the simplest ones.
Advertisement
Transform your contact center to build relationships with your customers that will last a lifetime.
One Millimeter Mindset
SEPTEMBER 13, 2018
Developing Industry40 soft skills are critical to executing strategy in today’s digitally-transforming workplaces. First, the industrial Internet of Things (Industry 4.0 or #Industry40) business environment includes processes, software interfaces, equipment and machinery and people.
One Millimeter Mindset
SEPTEMBER 6, 2018
How would you rate your own customer retention performance? You know. How well you, yourself, perform once the deal is won, the contract comes in-house and is played out in real-time?
One Millimeter Mindset
AUGUST 29, 2018
Ah, the impact of experience conflicts on the performance of our customer retention strategy. Just when we think we have all the moving parts in order, someone in some department somewhere does something. That “something” completely disrupts customer experience equilibrium.
One Millimeter Mindset
AUGUST 22, 2018
Self bias is a powerful force in how we acquire, serve and retain our customers. Yet, as we chase quotas and attempt to fulfil KPIs, often the last professional attribute we think about is self bias. This week, I am engaged in what I love and what I do best.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
One Millimeter Mindset
SEPTEMBER 10, 2018
Business growth either leverages profitable leadership communication. Or it showcases collaboration gaps. You have heard the expression: “The right hand does not know what the left hand is doing.”
One Millimeter Mindset
SEPTEMBER 3, 2018
How we leverage our professional experience catalyzes not only the success of our customers. Also, how we catalyze our own professional success, as well. For starters, professional experience is more than the laundry list of jobs appearing on our professional resumes and LinkedIn profiles.
One Millimeter Mindset
AUGUST 15, 2018
Our innovative value leverages the client-focused outcomes we create. This value extends beyond our employer’s or team’s value propositions. Instead, our innovative value leverages the voice which defines us as Professionals of Worth.
One Millimeter Mindset
JULY 30, 2018
A collaborative customer experience strategy requires more than having clients to survey. This strategy encompasses understanding the non-surveyed factors impacting the customer, pre-sale, during the sale and the entire post-sale continuum. How well do we really “stick close to the customer” ?
Speaker: Tony Medrano, CEO of RapportBoost.ai
Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.
One Millimeter Mindset
AUGUST 16, 2018
We throw around our job title or professional degree like confetti at a New Year’s celebration. These labels are our standard responses to the question: “So, what do you do?” Which, in turn, is thrown out there like a jump ball at meetings and social gatherings.
One Millimeter Mindset
JULY 18, 2018
Customer bombardment should be a no-brainer non-strategy. Especially when it comes to how not to create a positive customer experience. Yet what should be common sense often flies in the face of customer experience reality.
One Millimeter Mindset
JULY 16, 2018
The transformation of loyal customers into former customers is a real conundrum. Especially in the age of big data meets customer satisfaction. After all, if you continuously keep your fingers on the pulse of your customers, all that data should tell you who is vulnerable. And who is not.
One Millimeter Mindset
AUGUST 8, 2018
What happens when we become professionally compelling to clients? For starters, clients invite us to their business tables. As resources. Even when no “apparent” business opportunities exist. Over time, becoming professionally compelling positively impacts client experience.
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.
One Millimeter Mindset
AUGUST 6, 2018
Many professionals I’ve spoken with, recently, have a nagging sense that they are professionally predictable. Managers and leaders make a big fuss about why we should focus on product and service differentiation.
One Millimeter Mindset
AUGUST 2, 2018
Businesses have a customer experience gap. Do you know where your gap is located? I’ve spoken with many business owners, consultants, sales people or post-sales support professionals. Each individual I’ve spoken with is adamant that: “W e stick close to the customer to create great experiences.”.
One Millimeter Mindset
AUGUST 30, 2018
Service delivery experience is something we take for granted. For starters, this experience is created at the point of the service delivery. Except, service delivery doesn’t just happen at just one point, does it? Let’s back up, a bit.
One Millimeter Mindset
JULY 5, 2018
Where do you stand when it comes to customer experience mid year? Have you successfully created superlative experiences for clients, every opportunity that you get? Or is your track record inconsistent?
Advertisement
This cheat sheet covers ten fundamentals of customer service to help your business excel.
204 
Let's personalize your content