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.

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.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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.

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.

Stakeholder Someones are doing the Selling in Your Organization

One Millimeter Mindset

I have news for you. Your stakeholder someones just may really be doing the selling in your organization. Do you know who they are? You know, the stakeholders you refer to when things slip through the cracks: “ Well, someone must be in charge of that. Otherwise, how could it possibly happen?”.

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?

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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.

Sports 117

Why Your Soft Skills Scorecard impedes Your Professional Success

One Millimeter Mindset

If your colleagues and clients gave you a soft skills scorecard, how would they rate you? Now, those of you on the sales, marketing and even HR side of the table may feel you get a free pass out of this conversation.

A Workforce Profitability Strategy gives Employees Permission to Shine

One Millimeter Mindset

A workforce profitability strategy is more than a hiring strategy focused on preventing employee churn. Instead of churn prevention as the objective, employee co-investment in business growth becomes the goal.

Focus on these 3 areas for your Happy New Year Strategy

One Millimeter Mindset

A Happy New Year Strategy keeps your own professional development front and center throughout the year. Otherwise, it is too easy to be distracted by drama, disruptions and other people’s ideas of how you should spend your workday. Happiness is easier said than done.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Why Collaborative Business Models make Leaders Uncomfortable

One Millimeter Mindset

Reading the words, collaborative business models, makes some leaders shudder. Yet, other leaders think: Why not? The difference in reactions – and responses – is rooted in how your brain is hard-wired to think about continuously serving customers.

Reviving the Value of Association Chapter Member Experience

One Millimeter Mindset

A valuable association chapter member experience is the lifeblood of an association chapter. Yet, like their business counterparts, state chapters of national associations can struggle to retain an actively engaged and growing membership.

The Cost of Performing Functionally but not Purposefully

One Millimeter Mindset

Are you part of a workforce where the emphasis is performing functionally, but not purposefully? Then, consider the cost of your employer’s business model and hiring strategy on not only your professional role driving workplace profitability. But also, your employee experience.

Workforce Profitability retains Customers

One Millimeter Mindset

A solid workforce profitability strategy ultimately retains customers. Does your organization or association even consider the value of this strategy? I didn’t think so. At least not yet.

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.

Are Clients hiding Their Real Business Stories from Us?

One Millimeter Mindset

Our clients just may hide their real business stories from us. When we sell to them, design for them, implement solutions or engage in customer service activities. Initially, we are excited to do business with these clients, even if they already are existing customers.

Why Collaborative Storytelling is Profitable Storytelling

One Millimeter Mindset

We instinctively know that collaborative storytelling is profitable. Except, we don’t have time to discover valuable client stories. Or, tell these stories, compellingly, while acquiring or retaining customers.

Artificial Customer Conversations beget Artificial Customer Experiences

One Millimeter Mindset

Is your business fostering artificial customer experiences due to reliance on technology as the primary interface for customer conversations? Listening strategies and tools for the voice of the customer can produce skewed insights. Simply because of where, and to whom, your organization is listening.

ROI 71

Communication Disconnects negatively impact Customer Retention

One Millimeter Mindset

Communication disconnects, above all, have negative impacts on customer retention rates. And these disconnects abound across the workplace. All you have to do is listen and observe.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

3 Reasons Storytelling Skepticism creates Decision Making Mistrust

One Millimeter Mindset

When storytelling skepticism creates decision making mistrust, your storytelling strategy falls short of convincing customers to do business with you. Now, you think you do the right things the right way.

Create a Toxic Customer Exit Strategy and save Your Sanity

One Millimeter Mindset

I recommend creating a toxic customer exit strategy. Over time, having this strategy in your back pocket saves your sanity, as well as professional integrity. Otherwise, toxic customers walk all over you, your colleagues and your organization. No matter how well you honor your commitments to them.

18 Ways to create a more effective Customer Retention Strategy

One Millimeter Mindset

These 18 ways create a more effective customer retention strategy. However, they are contrary to everything you have learned as a sales professional. Or a sales engineering professional, a customer service professional, or any other professional engaged in acquiring and retaining customers.

3 Common Scenarios scream for Innovative Customer Retention

One Millimeter Mindset

Innovative customer retention should not be a rare occurrence. However, in many organizations, innovative is the last thing customers expect. Here’s why. First of all, customers continuously re-evaluate why they do business with us. Whether we are aware of their evaluations, or not.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Collaborative Revenue Generation is Everyone’s Job Function

One Millimeter Mindset

After all is said and done, collaborative revenue generation is part of everyone’s job function. Whether stated or not in an employee’s job description. Sounds pretty boring, doesn’t it?

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.

Some of the Best Professional Wins are People Wins

One Millimeter Mindset

What are some of the greatest professional wins from this year? How will we carry these wins, forward, into every day and every month of 2019? End of year always is a time of simultaneous professional reflection as well as forward momentum.

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?

The Rise of the Customer Marketer

From marketing backwater to starring role, this eBook by Influitive explores the changes taking place in customer marketing from the perspective of customer marketers themselves (and explains just why it’s so crucial to customer engagement).