Expert insights. Personalized for you.
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. That means we assume customer service is someone else’s responsibility. Certainly not ours. After all, we have more important things to do, selling, engineering, coding, managing. Even leading. Oh really? MORE
Are you a strong advocate for your own professional cause? Or do you place your professional fate in the hands of others to recognize your significance? MORE
Your post pandemic career strategy is different than originally designed. What will you do? Are you feeling guilty? And are you attempting to comply with what satisfied you before? Rather, let’s celebrate together! MORE
You have powerful soft skills. However, you are not leveraging these very effectively. Mostly because these important skills get lost as you focused on earning all those professional certifications during 2020. However, before you add one more certification to your resume, I have a question for you. MORE
Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Deciding on that first push forward is the hardest call you make. Because as you collectively crawl out of your quarantine caves, into the light, you discover the business ecosystem is changed. MORE
How’s it going? Are you bringing out the cross functional best in your teams? Or do specific team members continuously frustrate and disappoint you? Now, walk around the (virtual) team table. Then, take a different seat at your team’s table. MORE
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. MORE
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. As well as between clients and vendor partners. Then again, how about social communication patterns between social connections. MORE
Your professional core capabilities are learned and innate capabilities. These differentiate you to colleagues, employers, and clients. Are you relying on core capabilities which defined you yesterday to fuel your career and leadership trajectory today and tomorrow? MORE
How well you function within or across departmental silos? Because your professional success involves creating a cross-functional passport, so you get to where you really need to go. Together. One millimeter at a time. MORE
This is a sticky subject, isn’t it? What do you do when clients request to work with certain team members over others? Whether you design, engineer, sell or serve. What is your response? MORE
Some days, attaining our February 2021 professional goals feel like running a continuous marathon race, don’t they? Because the finish line seems to move further away, the closer we get. MORE
When you target working with the best so you can become your best, you always have one question that is top-of-mind. Who are the best of the best in our organization?” Why, how, and when did they accomplish this? MORE
Does a continuous learning strategy fit into your professional roadmap? Are you always focused on learning new stuff, different ways of perceiving problems, and additive skills for professional improvement? MORE
Are you busy delivering non-stop, one-way output to your team? If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. Together. MORE
March got us stuck between “here and there.” If you feel as though you were living in a cave and now emerge into the post-pandemic sunlight, you are not alone. Time to stop holding yourself back. Instead, choose to move one millimeter forward beyond where you are today! MORE
Will you avoid falling into a pattern of professional complacency during 2021? Or do you long for a permanent oasis from ambiguous and uncertain scenarios? When I ask this question to colleagues and clients, like you, the answer is: “a little bit of both, please”. MORE
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. Rather, start by being better prepared to weigh risks against opportunities. As a result, serve your clients better and better over the duration of your relationship with them. MORE
Are you prepared to have HR leadership conversations which reinforce yesterday and today? Or will you choose to have “those” conversations? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? MORE
How many cross functional opportunities do each of us have every day? Because these opportunities can redefine our professional value, moving forward. Cross functional opportunities are created both intentionally as well as arising quite unintentionally. MORE
If your goal is to lead strategically, consider the value of repeatedly seeking new jobs that keep you working in departmental silos. New job. New silo. Same old thing. Depending on your organization’s size, these silos can be big. MORE
Being professionally understandable is a huge part of how you show up to work each day. When people do not understand what you are saying, they cannot figure out what you want. Or what you really need. MORE
Your choice to change professional places with another colleague can be your best opportunity for becoming more visible, relevant, and valuable. While your employer can provide training programs for you, some of these programs fall short of what you feel you need, professionally. MORE
Each of us establishes a professional career voice. Sometimes our voice is created consciously and conscientiously. On the other hand, perhaps you unconsciously create and reinforce a professional voice which is not an accurate reflection of who you are. Think about it. MORE
Well, are you really listening and responding to your customers’ voice? Think about it. After all, it is one narrative to tell people you listen to your customers’ voice. However, realistically, you just wait for an opportunity to interject your own agenda into the conversation. MORE
The first month of 2021 is nearly completed. I don’t know about you. However, to me, it felt like the month’s progress was a tug-of-war. What a stop-start entry into the new year. So let’s get going, shall we? Because you and I have lots of work to do this year. And even more to accomplish together. MORE
If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. MORE
An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. You know this. I know this. We all know this. So, why is “this” so difficult to do… cross-functionally? MORE
Are you delivering human capital value to your organization? Constantly, continuously, accountably and responsibly? That’s a Big Idea and a question to ask yourself every day. Especially as the light at the end of the pandemic tunnel becomes brighter each day. MORE
Typical customer discovery involves speaking with current and potential customers. Often to determine whether their stated and unstated needs marry up with your current products, services and capabilities. And then decide whether opportunities exist for new product development and innovation. MORE
Do you really understand how your company generates revenue? Really? Most of you reading this post will toss off the response: “Well, duh, Babette, we sell stuff to other people.” Which is an accurate enough response, depending on where you sit around your organization’s business table. MORE
One Millimeter Mindset
APRIL 20, 2021
Do you really understand how your company generates revenue? Really? Most of you reading this post will toss off the response: “Well, duh, Babette, we sell stuff to other people.” Which is an accurate enough response, depending on where you sit around your organization’s business table.
One Millimeter Mindset
APRIL 15, 2021
Post pandemic professional innovation requires you to push yourself to make necessary hard calls. Deciding on that first push forward is the hardest call you make. Because as you collectively crawl out of your quarantine caves, into the light, you discover the business ecosystem is changed.
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One Millimeter Mindset
APRIL 13, 2021
How’s it going? Are you bringing out the cross functional best in your teams? Or do specific team members continuously frustrate and disappoint you? Now, walk around the (virtual) team table. Then, take a different seat at your team’s table.
One Millimeter Mindset
MARCH 30, 2021
Are you a strong advocate for your own professional cause? Or do you place your professional fate in the hands of others to recognize your significance?
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
One Millimeter Mindset
MARCH 25, 2021
How many cross functional opportunities do each of us have every day? Because these opportunities can redefine our professional value, moving forward. Cross functional opportunities are created both intentionally as well as arising quite unintentionally.
One Millimeter Mindset
MARCH 4, 2021
When you target working with the best so you can become your best, you always have one question that is top-of-mind. Who are the best of the best in our organization?” Why, how, and when did they accomplish this?
One Millimeter Mindset
APRIL 6, 2021
You have powerful soft skills. However, you are not leveraging these very effectively. Mostly because these important skills get lost as you focused on earning all those professional certifications during 2020. However, before you add one more certification to your resume, I have a question for you.
One Millimeter Mindset
MARCH 23, 2021
Are you delivering human capital value to your organization? Constantly, continuously, accountably and responsibly? That’s a Big Idea and a question to ask yourself every day. Especially as the light at the end of the pandemic tunnel becomes brighter each day.
One Millimeter Mindset
MARCH 11, 2021
Does a continuous learning strategy fit into your professional roadmap? Are you always focused on learning new stuff, different ways of perceiving problems, and additive skills for professional improvement?
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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!
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One Millimeter Mindset
SEPTEMBER 17, 2018
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. That means we assume customer service is someone else’s responsibility. Certainly not ours. After all, we have more important things to do, selling, engineering, coding, managing. Even leading. Oh really?
One Millimeter Mindset
APRIL 1, 2021
March got us stuck between “here and there.” If you feel as though you were living in a cave and now emerge into the post-pandemic sunlight, you are not alone. Time to stop holding yourself back. Instead, choose to move one millimeter forward beyond where you are today!
One Millimeter Mindset
FEBRUARY 25, 2021
Some days, attaining our February 2021 professional goals feel like running a continuous marathon race, don’t they? Because the finish line seems to move further away, the closer we get.
One Millimeter Mindset
SEPTEMBER 11, 2018
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. As well as between clients and vendor partners. Then again, how about social communication patterns between social connections.
Advertiser: Skilljar
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!
One Millimeter Mindset
JANUARY 5, 2021
Will you avoid falling into a pattern of professional complacency during 2021? Or do you long for a permanent oasis from ambiguous and uncertain scenarios? When I ask this question to colleagues and clients, like you, the answer is: “a little bit of both, please”.
One Millimeter Mindset
MARCH 18, 2021
How well you function within or across departmental silos? Because your professional success involves creating a cross-functional passport, so you get to where you really need to go. Together. One millimeter at a time.
One Millimeter Mindset
MARCH 9, 2021
An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. You know this. I know this. We all know this. So, why is “this” so difficult to do… cross-functionally?
One Millimeter Mindset
MARCH 2, 2021
Your post pandemic career strategy is different than originally designed. What will you do? Are you feeling guilty? And are you attempting to comply with what satisfied you before? Rather, let’s celebrate together!
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.
One Millimeter Mindset
JANUARY 28, 2021
The first month of 2021 is nearly completed. I don’t know about you. However, to me, it felt like the month’s progress was a tug-of-war. What a stop-start entry into the new year. So let’s get going, shall we? Because you and I have lots of work to do this year. And even more to accomplish together.
One Millimeter Mindset
SEPTEMBER 24, 2020
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.
One Millimeter Mindset
JANUARY 19, 2021
If your goal is to lead strategically, consider the value of repeatedly seeking new jobs that keep you working in departmental silos. New job. New silo. Same old thing. Depending on your organization’s size, these silos can be big.
One Millimeter Mindset
FEBRUARY 23, 2021
Each of us establishes a professional career voice. Sometimes our voice is created consciously and conscientiously. On the other hand, perhaps you unconsciously create and reinforce a professional voice which is not an accurate reflection of who you are. Think about it.
Advertiser: ZoomInfo
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!
One Millimeter Mindset
OCTOBER 20, 2020
This is a sticky subject, isn’t it? What do you do when clients request to work with certain team members over others? Whether you design, engineer, sell or serve. What is your response?
One Millimeter Mindset
DECEMBER 15, 2020
If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity.
One Millimeter Mindset
DECEMBER 22, 2020
Well, are you really listening and responding to your customers’ voice? Think about it. After all, it is one narrative to tell people you listen to your customers’ voice. However, realistically, you just wait for an opportunity to interject your own agenda into the conversation.
One Millimeter Mindset
OCTOBER 13, 2020
Typical customer discovery involves speaking with current and potential customers. Often to determine whether their stated and unstated needs marry up with your current products, services and capabilities. And then decide whether opportunities exist for new product development and innovation.
Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth
On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!
One Millimeter Mindset
JANUARY 12, 2021
Being professionally understandable is a huge part of how you show up to work each day. When people do not understand what you are saying, they cannot figure out what you want. Or what you really need.
One Millimeter Mindset
FEBRUARY 11, 2021
Are you busy delivering non-stop, one-way output to your team? If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. Together.
One Millimeter Mindset
DECEMBER 3, 2020
Are you prepared to have HR leadership conversations which reinforce yesterday and today? Or will you choose to have “those” conversations? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization?
One Millimeter Mindset
FEBRUARY 18, 2021
Your professional core capabilities are learned and innate capabilities. These differentiate you to colleagues, employers, and clients. Are you relying on core capabilities which defined you yesterday to fuel your career and leadership trajectory today and tomorrow?
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Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.
One Millimeter Mindset
FEBRUARY 9, 2021
Your choice to change professional places with another colleague can be your best opportunity for becoming more visible, relevant, and valuable. While your employer can provide training programs for you, some of these programs fall short of what you feel you need, professionally.
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