One Millimeter Mindset

How Many Strategic Value Dots Are You Really Connecting?

One Millimeter Mindset

Are you comfortably connecting strategic value dots across your organization? If you are really, really comfortable connecting those dots, you may not be providing the robust yet nimble business outcomes you target. Here’s why.

Are You A Go-To Complex Problem Solver or A Problem Manager?

One Millimeter Mindset

Do you perceive yourself as a problem solver, manager, or a spectator? Think about it. First, a colleague identifies a current or potential problem. Next, are you their top-of-mind, go-to resource to find a solution?

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When Professional Assumptions Prevent Cross Functional Success

One Millimeter Mindset

You and I operate according to a series to basic assumptions which are part of the culture of our professional disciplines. What are yours? Professional assumptions are beliefs taken to be true, even if there is inconclusive proof.

Storytelling Pokes Holes in Organizational Value Silos

One Millimeter Mindset

Organizational value silos are found in all sizes and shapes of companies. Initially, silos are created and nurtured by business and hiring models which categorize people into functional roles based on how they solve problems.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Is It Time to Redefine Your Post Pandemic Professional Target?

One Millimeter Mindset

Do you have the same post pandemic professional target you aimed at about 18 months ago? Our professional environments have shifted. Many professionals I speak to feel somewhat out of sync professionally: trying to fit back into environments that just do not fit them anymore.

Are You Perceived As Being Too Easy To Work With?

One Millimeter Mindset

Are you perceived as being too easy to work with? Think about it. Yes, you focus on being a team player. And you always try to do “whatever it takes” to acquire and/or serve colleagues and customers.

Revenue Generation is Everyone’s Collaborative Responsibility

One Millimeter Mindset

Revenue generation is everyone’s collaborative responsibility, regardless of whether it is stated or not in your job description. Are you engaged in revenue generation or cost containment in your current professional role? Instead of either-or, let’s transform your role into yes-and.

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. 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.

One Millimeter Mindset January Professional Innovation Posts

One Millimeter Mindset

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.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Choose 3 Focus Areas for Your Continuous Learning Strategy

One Millimeter Mindset

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?

Successful Collaboration Makes What You Think Actionable

One Millimeter Mindset

Successful collaboration involves taking action on all those marvelous ideas bouncing around inside your brains! Especially taking action on more ideas generated when complex problem-solving, together.

Will You Push Yourself to Make Necessary Hard Calls?

One Millimeter Mindset

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.

How Cross Functional Opportunities Redefine Professional Value

One Millimeter Mindset

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.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

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.

Groups 111

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. 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?

Cross Functional Customer Retention is Key to Strategy

One Millimeter Mindset

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?

Towards Holiday and New Year Hope and Purpose

One Millimeter Mindset

Wishing you 2020 Holiday and 2021 New Year Hope and Purpose. As we move forward together towards 2021, we now share a common story: 2020. How will you incorporate your experiences and insights into the value of your professional story, moving forward? One millimeter at a time.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Focus on Brain Cross Training To Vitalize Team Collaboration

One Millimeter Mindset

Brain cross training is a potent strategy for becoming more professionally visible, cross-functionally relevant, and strategically valuable. And this hybrid skill set is tailor-made for what is new and next in our workplaces. Sound daunting? It’s easier than you think.

Three Thanksgiving Gratitude 2020 Paradigm Shifts

One Millimeter Mindset

In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. However, this is a very different year for all of us. And so is this blog post.

Tools 101

Name The One Millimeter You Will Navigate This Week

One Millimeter Mindset

It definitely is up to you; it is your professional choice. Name the one millimeter you will navigate this week to get to where you really need to go, together. There is that one person, one idea, one project, one concept, one professional discipline which always gives you reason for Pause.

Which Team Role Are You Most Comfortable Serving In?

One Millimeter Mindset

Which team role do you usually take during meetings? Are you usually boxed into a corner, fulfilling a pre-determined role? Or do you assume a different voice at each meeting? And the voice you speak from depends on the nature of the meeting, the participants, and the desired outcomes.

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

Why Colleagues & Clients do not Trust Shifting Story Narratives

One Millimeter Mindset

When you use shifting story narratives to persuade, justify or invite people to join your story, the effect is just the opposite. Instead of saying yes, they can become skeptical: of you, your solution and even your organization.

Retaining Clients leverages an Innovative Customer Retention Strategy

One Millimeter Mindset

Are you creating an innovative customer retention strategy for what is new and next? And nowhere near to whatever has been normal.). Consider that retaining yesterday’s clients just may not be the primary focus of this strategy, either.

Are UnDiscovered Conversations The Key to Client Retention?

One Millimeter Mindset

What happens when you are open to undiscovered conversations? Instead of relying on scripted client conversations to guide your discussions with clients. These memorable conversations arise spontaneously. A dynamic dialogue begins.

Course 100

Are You Really Serving Your Best Business Clients?

One Millimeter Mindset

Serving your best business clients is part of everyone’s job description. Because how you serve impacts whether you retain these clients and sustain your business. How well are you doing? Determining how you serve your best business clients starts by defining just who your best business clients are.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

When You Are Busy Delivering It Is Hard To Be Impacting

One Millimeter Mindset

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.

5 One Millimeter Mindset Blog Posts to kick off April. No fooling!

One Millimeter Mindset

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!

Who Are Your Business Case Heroes And Heroines?

One Millimeter Mindset

Who are the business case heroes and heroines you leverage when working with colleagues and clients? Consider that every business case you create includes a cast of characters you either include or exclude. Possibly because you never even considered these people as part of your story.

Tools 90

Create More Value by Speaking Less Professional Jargon

One Millimeter Mindset

At the beginning of each day, ask yourself these two questions to create more value for colleagues and clients. First, how do you create value during each meeting and customer touchpoint: written, verbally, visually, and experientially?

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

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?