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.

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.

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.

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?

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 114

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.

Are Your Engaged Employees Relentlessly Curious Employees?

One Millimeter Mindset

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Perhaps you should. Because they are key to positive customer experiences. And they fuel customer success and customer retention. Here’s why.

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.

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.

Customer Retention Strategy or Customer Churn Strategy?

One Millimeter Mindset

Ever think that your organization’s or association’s customer retention strategy may actually function as a customer churn strategy? First, assuming that you have a customer retention strategy in place, when is the last time you did a forensic analysis of strategy effectiveness?

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.

One Millimeter Mindset™ 2018 Workforce Collaboration Blog Review

One Millimeter Mindset

These 5 little One Millimeter Mindset workplace collaboration blog posts wrap your brain around the notion that collaboration no longer is a “nice to have” soft skill. You know. An occasional behavior we put into play every now-and-then, when we feel like it. But, most of the time, ignore.

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?

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.

One Millimeter Mindset™ 2018 Customer Retention Blog Review

One Millimeter Mindset

Customer retention is a business growth, expansion and sustainability strategy. Yes, sales people usually get all the glory. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process.

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.

One Millimeter Mindset™ 2018 Collaborative Storytelling Blog Review

One Millimeter Mindset

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Collaborative storytelling is the hallmark of humanity.

Clients do not care about Our Job Titles. Neither should We.

One Millimeter Mindset

At the end of each business day, our clients do not care about our job titles. And neither should we. First, our clients do not know what our job titles “mean.” How many times have we sat in a meeting or conference with colleagues who also carry the same job title that we do?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Client Storytelling involves more than retelling Business Cases

One Millimeter Mindset

How comfortable are you with client storytelling? Storytelling is a Big Idea involving professional evolution of soft skills you are less-than-comfortable applying to business development and problem-solving. First, most of us do not perceive ourselves as storytellers.

One Millimeter Mindset™ Thanksgiving 2018 Reflections

One Millimeter Mindset

Have you ever realized that it is “that” time? Time for a leap of faith: in yourself, your employees and your business model? That remaining stuck in what got you to where you are, Today, just is not going to get you to where you need to be, Tomorrow, and in the Future?

Why Your Employees are confused about their Customer Retention Roles

One Millimeter Mindset

Can we talk? Your employees are confused about their customer retention roles. And if your employees are confused, think about how their confusion translates. Into customer experiences, customer success and customer retention.

Why do Organizations have Competing Customer Retention Cultures?

One Millimeter Mindset

Are competing customer retention cultures crippling your organization or association? Often, businesses remain blissfully unaware that employees perform at cross-purposes to one another. Professionally, functionally, emotionally and purposefully.

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.

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.

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?

Do We have a Couch Potato Storytelling Culture?

One Millimeter Mindset

Does our organization engage in a couch potato storytelling culture? We know the plot. A client has a problem. They are in crisis and call our company. Our company solves the client’s problem. And everyone lives happily ever-after. And returns to their couches. End of story.

Leveraging Collaborative Client Relationships retains Customers

One Millimeter Mindset

How well do we leverage collaborative client relationships? For starters, how many of us actually collaborate with clients? Occasionally? Continuously? Not at all? Sure, we send out quarterly customer experience surveys and determine how many green smiley faces we receive.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Collaborative Workplace Experiences create better Customer Experiences

One Millimeter Mindset

When we create collaborative workplace experiences, we create better and better customer experiences. This is common sense. You know it. I know it. Yet this scenario is not quite how things happen in the workplace, is it?

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.

Video 71

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.

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?

Your Complete Customer Engagement Handbook

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

Can Customer Retention succeed in Uncollaborative Company Cultures?

One Millimeter Mindset

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures.

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.

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.

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.

B2C 69

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.