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.

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.

The Essentials to Scaling Your Customer Success Program

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)

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.

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.

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.

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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Are We reinforcing our organization’s Customer Disloyalty Program?

One Millimeter Mindset

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.

Engagement Experience fuels Customer Experience

One Millimeter Mindset

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?

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

2 Ways We create Unforgettably Innovative Customer Experiences

One Millimeter Mindset

Innovative customer experiences stand out from what customers are used to experiencing. Not only do these experiences feel different, as they happen.

3 Ways Competitive Mimicry actually is Flattering

One Millimeter Mindset

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.

3 Ways Our Current Customers find Us Professionally Boring

One Millimeter Mindset

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.”

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3 Ways Departmental Factions negatively impact Customer Delivery

One Millimeter Mindset

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.

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Are You doing Business with Unintentionally Disposable Clients?

One Millimeter Mindset

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.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

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.

3 Professional Habits which tether Us to Yesterday

One Millimeter Mindset

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.

3rd Quarter One Millimeter Mindset™ Zinger Blog Posts

One Millimeter Mindset

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.

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Start Solving the Customer Retention Ownership Conundrum

One Millimeter Mindset

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?

Serving Toxic Demanding Customers is not a Business Growth Strategy

One Millimeter Mindset

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

3 Industry40 Soft Skills catalyze Personal Development and Leadership

One Millimeter Mindset

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.

How do Clients rate Your Post Sale Customer Retention Performance?

One Millimeter Mindset

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?

Are Experience Conflicts sabotaging Our Customer Retention Strategy?

One Millimeter Mindset

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.

Is Self Bias impeding how we acquire and retain our Customers?

One Millimeter Mindset

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.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Business Growth leverages Profitable Leadership Communication

One Millimeter Mindset

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.”

6 One Millimeter Mindset™ Articles leverage Professional Experience

One Millimeter Mindset

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.

Are clients experiencing the innovative value of What We Do?

One Millimeter Mindset

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.

5 Questions to create a Collaborative Customer Experience Strategy

One Millimeter Mindset

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” ?

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of

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 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.

Why We are More than our Job Title or at least We should be

One Millimeter Mindset

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.

Is Customer Bombardment Your Customer Experience Strategy?

One Millimeter Mindset

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.

Surprised when Loyal Customers become Former Customers?

One Millimeter Mindset

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.

3 Ways to become Professionally Compelling to Clients

One Millimeter Mindset

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.

Moving Customer Service to Customer Experience and How It Benefits Your Business

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.

4 Ways We become Professionally Predictable to Customers

One Millimeter Mindset

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.

To discover the Customer Experience Gap think Laterally

One Millimeter Mindset

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.”.

The Lasting Impact of Smart Service Delivery Experience

One Millimeter Mindset

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.

Ready for a Customer Experience Mid Year Blog Post Review?

One Millimeter Mindset

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?

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.