One Millimeter Mindset

Will Yesterday’s Professional Competencies be Enough for What’s Next?

One Millimeter Mindset

How do yesterday’s professional competencies meet today’s and tomorrow’s client needs? Something shifted during the pandemic. Did you feel it? Because yesterday’s professional competencies are table stakes for meeting today’s and tomorrow’s client needs. Actually, they have been for quite a while.

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.

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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.

Establishing Your Voice on Cross Functional Teams

One Millimeter Mindset

How do you establish your voice when working with cross functional teams? For some of you, this idea is completely daunting. Because cross functional teams have lots of “those” people on them. You know.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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.

Are Your Strategic Business Stories too Ambiguous?

One Millimeter Mindset

What happens when strategic business stories become too ambiguous to everyone, including you? Yesterday, we explored whether your compelling business stories are too specific and tactically focused. Today, let’s explore what happens when your stories get lost in the strategic clouds.

Are You Your Colleagues’ Internal Go-To Resource?

One Millimeter Mindset

Who is your internal go-to resource or resources? You know. The people who have the right answers when you or your team hit a snag. And the folks with an endless network of currently unknown colleagues who have the capabilities – and answers – you seek. Don’t know?

Move One Millimeter beyond What Makes You Professionally Hesitate

One Millimeter Mindset

What makes you professionally hesitate? Gives you that one single second of professional pause each day? So you are unable to discover the one millimeter moment that is the key to your professional development.

Are Your Compelling Business Stories too Tactical?

One Millimeter Mindset

You work hard to create compelling business stories. Yet, after you exhaust yourself preparing and delivering these stories, do you accomplish what you set out to do? Recognize the gap between your own objective for telling compelling business stories.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Leveraging Professional Resilience with Uncertainty and Ambiguity

One Millimeter Mindset

Feeling the impact of workplace uncertainty and ambiguity on your level of professional resilience? Especially as companies restructure and workforce and workplace models change. Consider that resilience not only is about your ability to recover from difficulties.

Are Client Retention Folks the Best Salespeople in Your Company?

One Millimeter Mindset

It just could be that client retention folks are the best salespeople in your company. You know. Professionals involved in the post-sale care and feeding of newly-acquired customers.

Are Your Project Teams Professionally Inclusive or Exclusive?

One Millimeter Mindset

When’s the last time you considered whether your project teams are professionally inclusive or exclusive? Probably something you assume you are doing, but may not be doing at all. Of course you look for representative expertise in a variety of professional functions you deem important to the project.

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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Move One Millimeter beyond Your Greatest Professional Constraint

One Millimeter Mindset

What is your greatest professional constraint these days? Is there an obstacle, restriction or impediment holding you back from moving forward, professionally? Or, on any given day, are there a bunch of incidents, scenarios and tactical issues which seem to add up throughout the day.

Time to Take Action and Reset Yourself Professionally?

One Millimeter Mindset

Reset yourself professionally? What an idea! Yet… are you thinking the same thing? How is this pandemic redefining your professional trajectory? Because the skills you need to get to where you want to go have shifted. Changed.

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.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Why carry Team Dysfunction into Virtual Environments?

One Millimeter Mindset

In fact, why perpetuate yesterday’s team dysfunction into any collaborative environment? Virtual or otherwise. Regardless of whether you work entirely virtually or in a hybridized format, the playing field is flattened by the current scenario.

Fixing What People Buy because Clients are not Sold What They Need?

One Millimeter Mindset

Today, let’s ideate together. Take a deep breath. Relax. Let’s innovate. What happens to your revenue stream when employees stop fixing what people buy? Because clients are not sold what they really need. When internal teams actively drive revenue? Instead of serving as order-takers buried in departments traditionally perceived as cost-centers. Because by now, you down-sized your business and hiring strategies. And you are stuck.

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.

How invested are You in Your Own Professional Story?

One Millimeter Mindset

If you are not invested in your own professional story, why continue to urge others to invest in your story? There just may be a disconnect of belief between what you say you do and who you really are. You see it, I see it, we all see it. Taglines and keywords in LinkedIn profiles and professional resumes. Positioning professionals one way this week. Then, repositioning professionals another way next week. If one “strategy” does not work, well, let’s try another!

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Can you Walk Your Story Talk or just Spiel the Blah-Blah-Blah?

One Millimeter Mindset

Do you credibly walk your story talk through every phase of each project? Not only to create a compelling business case or project narrative. End of story. But also, to build strategic relationships throughout the breadth and depth of your own and your clients’ organizations? The never-ending story. Similarly, do you spiel the sales blah-blah-blah long enough to close a contract? Without any real intention of walking your story to create post-sale continuity to retain clients?

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?

Make Solid Strategic Business Sense with Connect the Dot Stories

One Millimeter Mindset

How much strategic business sense do your stories make? As I worked with one of my clients yesterday, he complained that decision makers were not taking action after his presentations. He just could not understand why. My question to him: “Do you tell connect the dot stories?”

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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Are Your Comfortable Solutions addressing Unmet Client Needs?

One Millimeter Mindset

Creating innovative solutions, instead of comfortable solutions, works best when you actually prioritize addressing unmet client needs. To tease out the story of what is truly behind each design specification. So you create robust – yet flexible and innovative – client-focused solutions. Consider whether your project outcomes end up being comfortable solutions, rather than innovative ones. The solution you intend to deliver isn’t quite the solution which, ultimately, is delivered.

Finding Clarity of Virtual Context during Virtual Meetings

One Millimeter Mindset

Determine the clarity of virtual context before and during virtual meetings. So you tee up these meetings to create greater attendee participation and engagement. And create unanticipated, positive attendee experiences, as well.

4 Ways Complex Story Details do not catalyze Decision Making

One Millimeter Mindset

Are complex story details in the stories you tell falling short of getting your point across to colleagues, investors and clients? As a result, the decision you ask them to make is lost in the details you spiel at them. This is not exactly the storytelling outcome you desire, is it?

Pandemic Stories fuel Your Professional Trajectory

One Millimeter Mindset

By now you probably have pandemic stories to tell. Most likely due to the ubiquitous impact of the current health scenario on how we work (and where, when, why, if). How has the pandemic fueled not only your own professional delivery of client-focused solutions? But also your teams’ and your organizations’, as you better serve each other and your clients? Pandemic stories emerge daily, because of the continuously changing business environments in which we all work. .

Tools 57

The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

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.