Customer success storytelling leverages customer experiences. Regardless of whether, or not, an organization hires others to create this content. These stories portray the actual experiences an organization’s own customers have, when working with that organization. Nothing artificial. Honestly told. Non-sensationalized. Even when stuff is messy and end results are not glamorous. How can organizations capture… [Continue Reading]
Customer Success Storytelling leverages Customer Experiences
5 Questions to create a Collaborative Customer Experience Strategy
A collaborative customer experience strategy requires more than having clients to survey. This strategy encompasses understanding the non-surveyed factors impacting the customer, pre-sale, during the sale and the entire post-sale continuum. How well do we really “stick close to the customer”? There are 5 questions to consider when creating and implementing a collaborative customer experience… [Continue Reading]
When Professional Elitism becomes a divisive Workplace Force
Professional elitism is alive and well in far too many startups, businesses, associations and larger organizations. I won’t even get into the role(s) it plays in academia. Where do pockets of professional elitism exist in your own organization? This elitism takes many different forms. Often, it is communicated both subtly, as well as overtly. Unfortunately,… [Continue Reading]
Why You must connect those Voices behind CX Survey Scores
In your company, what happens with customer experience CX survey results? For that matter, does your company regularly engage customers and take their pulse? When it comes to CX survey scores, there is a disconnect across the sales-engineering interface® in far too many organizations. I often ask business leadership how they define “customer experience.” They… [Continue Reading]
Use 5 Business Whys to root out your Status Quo
I use 5 business whys to identify the context of business status quo. They form a solid place to start rooting out issues that keep individuals, teams and businesses stuck where they are. More than that, these One Millimeter Mindset™ 5 Business Whys pose solid questions designed to keep you thinking bigger, instead of becoming… [Continue Reading]
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