Business Service Management
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Business Service Management
News about developing and delivering professional business services to optimize the customer experience.
Curated by Tom Pick
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Are You doing Business with Unintentionally Disposable Clients?

Are You doing Business with Unintentionally Disposable Clients? | Business Service Management | Scoop.it
Is your account base full of disposable clients? Unintentionally disposable clients are historical in nature or easily acquired to fulfill quarterly quota.
Tom Pick's insight:
Unintentionally acquired disposable clients impede business growth and profitability.
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4 Ways We become Professionally Predictable to Customers

4 Ways We become Professionally Predictable to Customers | Business Service Management | Scoop.it
Many professionals I’ve spoken recently with tell me of about their nagging sense that they are professionally predictable. Is this you?
Tom Pick's insight:
Unless we are designing, engineering, coding or selling a breakthrough innovation, customers continue to perceive us as commodities.
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The Professional Wisdom of Our Professional Breakout Moment

The Professional Wisdom of Our Professional Breakout Moment | Business Service Management | Scoop.it
Each of us have a professional breakout moment, if we allow ourselves to take that first, minute step forward. Are you ready?
Tom Pick's insight:
As we move forward, we face our professional fears, our baggage and bias. We do a pretty good job of being high-functioning, high achieving professionals. So why rock our own professional boats by targeting our professional breakout moment?
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Can a Multigenerational Workforce be a Collaboration Sandbox?

Can a Multigenerational Workforce be a Collaboration Sandbox? | Business Service Management | Scoop.it
The multigenerational workforce is a workplace reality. Unless, of course, you are a workplace hermit. And, let’s face it. The composition of any workforce impacts the dynamics of the workplace, for better or for worse. So, why not focus on creating opportunities, or sandboxes, in which workforce teams can become more collaborative? A workforce reimagined?... [Continue Reading]
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Why not focus on creating opportunities, or sandboxes, in which workforce teams can become more collaborative? A workforce reimagined?
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My 2018 Summertime Professional Recalibration Mini Program

My 2018 Summertime Professional Recalibration Mini Program | Business Service Management | Scoop.it
How accurately do you perceive your professional worth to your company and clients? Is it time for professional recalibration, to capture your value?
Tom Pick's insight:
How accurately do you perceive your professional worth to your company and clients? Babette Ten Haken explains how moving one millimeter outside your current professional comfort level recalibrates your idea of professional self-worth.
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Are You truly defining Your Professional Deliverables?

Are You truly defining Your Professional Deliverables? | Business Service Management | Scoop.it
The power of defining your professional deliverables is grossly under-rated. However, understanding what and how you deliver to the marketplace, time after time, is the best piece of self-discovery you can focus on.
Tom Pick's insight:
Understanding what and how you deliver to clients is the best piece of self-discovery you can focus on. Here's why.
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Why chasing Busy Work impedes pursuing Solid Business Opportunities

Why chasing Busy Work impedes pursuing Solid Business Opportunities | Business Service Management | Scoop.it
Evaluate whether you are chasing busy work, instead of objectively pursuing opportunities. Otherwise, you perpetuate the habit of chasing after anything that vaguely resembles a business opportunity.
Tom Pick's insight:
Busy work is neither productive nor profitable. It just occupies employee work hours. It is a space-filler and a time-killer.
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How to move People past an 'Us versus Them' Workplace Mindset

How to move People past an 'Us versus Them' Workplace Mindset | Business Service Management | Scoop.it
Us versus them mindset is alive and well in organizations of all sizes, both domestic and global. This mindset holds us back from achieving peak productivity and profitability.
Tom Pick's insight:
One of the root causes of employee disengagement is an “us versus them” mindset. This mindset holds us back from achieving peak productivity and profitability.
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2 Reasons why Absentee Landlord Leadership is not Leadership at all

2 Reasons why Absentee Landlord Leadership is not Leadership at all | Business Service Management | Scoop.it
Have you encountered an organization with absentee landlord leadership? Either the leader continuously is out of the office or physically in-house, but lacks the knowledge, courage or mindset to lead.
Tom Pick's insight:
Here's how to to make sure you utilize your time more collaboratively, productively and profitably with A-List clients.
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How to Move People Past an ‘Us Versus Them’ Mindset at Work

How to Move People Past an ‘Us Versus Them’ Mindset at Work | Business Service Management | Scoop.it
It’s a classic scene: Sales and marketing don’t speak the same language as product and engineering. But how do we move past warring workplaces and start collaborating to drive profitability? Babette Ten Haken breaks it down.
Tom Pick's insight:
Over time, an “us versus them” mindset becomes ingrained as a cultural norm. Dualism is fostered instead of dialogue. But It doesn’t have to continue to be that way.
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Why Professional Uncertainty limits Professional Outcomes

Why Professional Uncertainty limits Professional Outcomes | Business Service Management | Scoop.it
Ever experience a bout of professional uncertainty? When your expertise is challenged, or competitors get the better of you? Uncomfortable, isn’t it?
Tom Pick's insight:
Professional uncertainty can cause you to hold yourself back from becoming better and better each day. As a result, you thwart your professional growth. Here's the way out.
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Relying on a Canary in the coal mine Customer Retention Plan?

Relying on a Canary in the coal mine Customer Retention Plan? | Business Service Management | Scoop.it
The canary in the coal mine customer retention strategy is one, lame, post-sale way of caring for customers. Yet organizations of all sizes practice it.
Tom Pick's insight:
With a canary in the coal mine customer retention strategy, you only discover customers are lost after the fact: once you finally pay attention to them.
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When Business Perception is nowhere near Business Reality

When Business Perception is nowhere near Business Reality | Business Service Management | Scoop.it
Do you grasp the complexity of your client’s business perception of business reality? Most decision makers have a "rosy view" of their business case.
Tom Pick's insight:
With a little bit of marketing and advertising, companies influence buyers to initially purchase products and services. However, customer success and customer retention are earned. Brave, ethical and realistic business professionals align current business perception with future reality.
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Confusing Customer Service Delivery with Customer Experience Delivery?

Confusing Customer Service Delivery with Customer Experience Delivery? | Business Service Management | Scoop.it
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.... [Continue Reading]
Tom Pick's insight:
Do we really understand the difference between customer service delivery and customer experience delivery? Or, do we use the two terms interchangeably? Great questions. Here's why they matter.
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5 Questions to create a Collaborative Customer Experience Strategy

5 Questions to create a Collaborative Customer Experience Strategy | Business Service Management | Scoop.it
There are 5 questions to consider when creating and implementing a collaborative customer experience strategy. Do you know what they are?
Tom Pick's insight:
The key to leveraging a collaborative customer experience strategy is the term “collaborative.”
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Surprised when Loyal Customers become Former Customers?

Surprised when Loyal Customers become Former Customers? | Business Service Management | Scoop.it
The transformation of loyal customers into former customers is a real conundrum. Especially in the age of big data meets customer satisfaction.
Tom Pick's insight:
Realistically, how well companies keep their fingers on customers’ collective pulses varies all over the place. What is your strategy?
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Become Comfortable being Professionally Uncomfortable

Become Comfortable being Professionally Uncomfortable | Business Service Management | Scoop.it
Today, let’s you and I have a chat about why it’s important for some of you to become comfortable being professionally uncomfortable. Think about it. Are you comfortable being professionally uncomfortable, or not? Regardless of your professional discipline, your level of education or your current job function, you either crave comfort or target discomfort, in... [Continue Reading]
Tom Pick's insight:
How frequently do you enjoy swimming into what is uncomfortable? Continuously? Occasionally? Never, ever, are you kidding?
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Are Your Storytelling Soft Skills half as productive as they could be?

Are Your Storytelling Soft Skills half as productive as they could be? | Business Service Management | Scoop.it
When everyone stays comfortable within the storytelling soft skills style of their respective disciplines, business units and operations activities are not as productive, efficient and profitable as they should be. 
Tom Pick's insight:
Both sides of the storytelling continuum (technical and sales/marketing) hesitate to collaborate with each other in order to tell the complete story to investors, clients, patients and donors. Here's a better way.
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Create Opportunities with 3 Professional Pushback Questions

Create Opportunities with 3 Professional Pushback Questions | Business Service Management | Scoop.it
I work with many business professionals who encounter professional pushback to their great ideas. What they do next makes the difference between success and status quo.
Tom Pick's insight:
Here are 3 questions to ask yourself before you propose another great idea.
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Identifying Risk and Opportunities for Innovation. Why stop at NO?

Identifying Risk and Opportunities for Innovation. Why stop at NO? | Business Service Management | Scoop.it
The workplace is a mix of identifying risk and identifying opportunities for process improvement and innovation. However, the word “NO” often is wielded by naysayers. Why? The powerful NO word is a frequently-used means of justifying only one decision: the decision not to make any decision. At all.
Tom Pick's insight:
When identifying risk, as well as opportunities for innovation, we become professionally uncomfortable.
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3 Thoughts on Quality Leadership Roles and What's Next

3 Thoughts on Quality Leadership Roles and What's Next | Business Service Management | Scoop.it
The quality of Quality leadership roles is in a state of flux. In fact, there just may be a paradigm shift going on within today’s businesses and enterprises, regardless of size.
Tom Pick's insight:
Here are three thoughts on the critical importance of the quality of Quality leadership.
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3 Ways confining Customers boxes you in from discovering Unmet Needs

3 Ways confining Customers boxes you in from discovering Unmet Needs | Business Service Management | Scoop.it
Are you confining customers? In reality, they may not want or need your current product or service mix. Yet you persist in trying to convince them of the validity of your product or service offerings.
Tom Pick's insight:
When confining customers becomes your sales strategy, you cannot listen to their stated or unstated requirements.
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Babette Ten Haken

Babette Ten Haken | Business Service Management | Scoop.it
Do you have confused customers? You just may be creating customer instability instead of executing a rock-solid customer retention strategy. Let’s explore.
Tom Pick's insight:
Three areas are critical to creating consistent, holistic, delivery of customer success for customer retention.
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Can Healthy Skepticism Create a More Collaborative Workforce?

Do you bring a solid dose of healthy skepticism into the workplace each day? Or, do you avoid working with skeptical co-workers?
Tom Pick's insight:
Skepticism – healthy or not – is about how organizations recognize and reward employees for their responses to change.
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Can Ethical Corporate Culture and Compliance Co-Exist in Today’s Digital Workplace?

Levels of employee engagement, external factors impacting security, and often departmentally-specific churn, exert selective pressure on the viability and evolution of ethical corporate culture.
Tom Pick's insight:
Creating and transferring a value continuum across the corporation is easier said than done. Ultimately, the survival of ethical corporate culture relies on employee integrity. The challenge becomes how to quantify the abstract, qualitative notion of ethical corporate culture.
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