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.

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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.

Your Complete Customer Engagement Handbook

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

Are You practicing HR Storytelling Diversity and Inclusion?

One Millimeter Mindset

Creating and implementing an HR storytelling diversity and inclusion strategy is mission-critical. Especially for employee and client retention: Today, Tomorrow and in the Future. First, because Today’s Internet of Things (IoT), Fourth Industrial Revolution workplaces are extremely complex.

Is the Goal creating Enduring Professional Stories or Temporary Ones?

One Millimeter Mindset

Enduring professional stories are the stories clients and colleagues remember, long after you leave the room. First, your message sticks in their brains: motivating their actions beyond today. Then, that message catalyzes their professional behavior and mindset tomorrow and in the future.

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.

Why Idealized Storytelling creates Decision Making Skepticism

One Millimeter Mindset

Idealized storytelling creates perfect story scenarios in which products, services, programs are placed. Not surprisingly, these stories always seem to have fairy-tale outcomes, where everyone lives happily ever after. Mostly, due to the outcomes created by our products, services and programs.

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.

How to Create an Exceptional Customer Experience

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

Do Your Data-Driven “Me” Stories Intimidate rather than Engage?

One Millimeter Mindset

When you tell data-driven “Me” stories, you become short-sighted about the outcomes that decision makers look for when deciding to fund, invest and buy. Are the stories you tell well-balanced or out-of-sync with the stories people are listening for?

Relying on Yesterday’s Business Backstory to drive Business Growth?

One Millimeter Mindset

Yesterday’s business backstory gets you to where you are today. However, does this history showcase how you get clients to where they need to go: tomorrow and in the future? Today’s businesses represent the intersection of people, processes and interconnected software-machine interfaces.

Very Compelling Storytelling embraces Risk and Opportunity

One Millimeter Mindset

Moving your stories into the Very Compelling Storytelling category is a scary proposition, isn’t it? Sort of like standing in rush-hour traffic during a polar vortex. Very compelling storytelling moves you the biggest one millimeter beyond your storytelling comfort level as you can move.

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.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Leverage Provocative Business Storytelling to drive Client Success

One Millimeter Mindset

Developing your provocative business storytelling acumen moves you one millimeter (or more) beyond sounding like everyone else. Because business stories easily sound too safe, too sanitized and too perfect.

Does Your HR Engagement Strategy include Storytelling?

One Millimeter Mindset

Which employee segments does your HR engagement strategy best-serve? And, in serving these higher-performing employees, does your strategy marginalize, exclude or intimidate other employees? Consider the impact of storytelling on connecting employees across the organization.

3 Professional Development Review Blog Posts for You

One Millimeter Mindset

These three professional development review blog posts focus on the value of storytelling for your professional development trajectory. Leveraging storytelling as a key component of your professional development showcases a commitment.

Thanksgiving Gratitude from One Millimeter Mindset Speaking Programs

One Millimeter Mindset

Wishing you all a Happy Thanksgiving. No matter where in the world you are. Regardless of your job title, pay grade, level of education or generation. What You Do and Who You Are make a difference to us all. I am grateful for your solid friendship over these past 10 years (yes 10!)

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Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

Purpose-Driven Stories move beyond Quotas and KPIs

One Millimeter Mindset

Telling purpose-driven stories engages strategic partners and clients. Because these stories do not sound like the quota- and KPI-driven stories they hear from other professionals. Even when these professionals are their own internal colleagues.

Why hide the Authentic You from Your Professional Stories?

One Millimeter Mindset

When your Authentic You is not part of the professional stories you tell, your stories are less-than-believable. As a result, the folks listening to your stories are left with no conclusion and one question: SO WHAT?

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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Purpose-Driven Client Retention leverages Your Own Stories

One Millimeter Mindset

A purpose-driven client retention strategy leverages your own stories. Are the stories you currently tell purpose-driven and authentic? Or, do your stories sound artificial, non-essential, insubstantial? By now, you have told stories to many colleagues and clients.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

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 Workforce Development Review Blog Posts for You

One Millimeter Mindset

This workforce development review blog post focuses on storytelling as a key component of a compelling human capital strategy. Ponder how this strategy creates more professionally diverse and inclusive workplaces. Because co-created storytelling connects employees to one another.

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.

Why avoiding Story Context derails Sales Decision Making

One Millimeter Mindset

Story context is a critical element to creating compelling stories. Stories which convince people to buy whatever it is you sell – and buy more than once from you. And, stories which inspire people, like you, to move one millimeter beyond legacy mindset, habits and behaviors.

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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.

Do Professionally Relevant Acronyms tell Your entire Story?

One Millimeter Mindset

Have you seen a list of professionally relevant acronyms on a business card take up more space than the individual’s name? I know I have. Or, how about during a PowerPoint presentation? Where the first slide includes at least 20 professional acronyms after the presenter’s name.

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.

Are Customer Acquisition Stories also Customer Retention Stories?

One Millimeter Mindset

What do your customer retention stories sound like? Can you rely on the same stories you told to acquire new customers, to also retain them? As the saying goes, what got you to where you are today may not get you to where you need to go, tomorrow.

Develop Storytelling Confidence to avoid Shapeshifting Stories

One Millimeter Mindset

Do you have storytelling confidence? You know, telling stories consistently, time after time. And, telling the stories in which you are professionally invested. When you take those actions, you move away from describing someone else’s stories, as a third-party narrative. Think about it.

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.

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.

Packing More Than You Can Deliver into Your Sales Story?

One Millimeter Mindset

More Than You Can Deliver storytelling is easily dismissed as both incredible as well as un-credible. First, you promise to deliver products, solutions, services and programs exceeding your professional capabilities.

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What is Next for Your 2020 Storytelling Strategy?

One Millimeter Mindset

Your 2020 storytelling strategy offers three choices. Either you choose to: Play it safe. Tell a complacent, risk-free story.

Is Story part of Your Professional Advancement Roadmap?

One Millimeter Mindset

When you think about your professional advancement roadmap, storytelling probably is the last component on the list. After all, our perception of professional development reinforces a linear, straight-line from where we are today, to where we will be tomorrow and in the future.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.