Are we witnessing the “last breath” of the customer sales funnel?
Over the years, companies have developed various models to explain customer behavior. Most of the ones I have seen have …
Category Archives: 2014
What does employee engagement mean to the Digital Executive?
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
Is the connected customer distracted or engaged?
We see it every day. We are at an event and someone holds up their phone to video or take …
What is your cloud strategy?
Where is the Cloud going over the next few years? Have you defined your strategy to move there yet? According …
Now is the time to make different decisions
As a company executive, you have focused on some traditional markets and strategies. Your mission has compelled you to think …
What is the future of digital education?
What is the future of digital education? More and more, we are all learning this way. While it can’t completely …
Why you should widen your view from generations to connected customers
We are beginning to think about engagement in terms of is it social or is it mobile? If our company …
Why creating great employee experiences is important to the customer experience
Our people create the experience, whether it is digital or in person. We can’t seperate the employee experience from the …
What is digital disruption?
What if someone with 1/10th your cost structure launched a full scale attack on your business tomorrow? Will you be …
The American Red Cross: Adding Digital Volunteers to Its Ranks
When we think of the digital nonprofit, are we thinking how to digitize everything? There is obviously a huge push …
Get ready for a new generation of customers
Are you ready for a new generation of customers? Company executives, meet the Millennials. Millennials, meet XYZ company. Oops, there …
How secure is cloud computing?
I have been having a lot of conversations about how secure Cloud computing is or isn’t. I have given briefings …
Guest Blog: Robert Hunt — The proper use of social media
Robert Hunt is the Owner of Hunt Consulting DFW and is a Marketing Leader and Business Development Professional with over …
How much does it cost you to get one new customer?
In the world of marketing and the customer experience, there are two things worth knowing. The Digital Executive knows the …
Technology won’t save you
Will technology save you? Not likely. It can help transform you but without a passion for amazing experiences that customers …
How to drive innovation and deliver results
Here are some great ideas and a cool infographic from CDS Global on how to drive innovation. Stop Start Try …
Your passion for your mission and your customers can turn you into a hero
You have a passion for your mission. You want to do the right thing for your customers. You believe in …
Why should I do the extra work?
This is invaluable. This perspective, regardless of what your boss thinks, is worth its weight in gold. Work is a …
Focus your changes on engagement and not technology
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
What does it mean when online news surpasses newspapers and radio?
You could see this coming but it is still amazing to know it has finally happened. I’ve noticed my own …
The Digital Executive: Define relevance by how relevant the experience is
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
Julian Treasure: How to speak so that customers want to listen
Have you ever felt like you’re talking, but nobody is listening? Here’s Julian Treasure to help you fix that. As …
How has being digital changed the world of marketing and sales?
We know it has happened. The world of traditional sales and marketing is changing. Some of what we were trained …
What is at stake?
Stake, tr. Verb. To risk; at stake. In jeopardy. What is at stake? I have been thinking about this as …
Are you putting your career at risk by not building your social network?
This is powerful. Think 5 years from now. Not too hard to do in some cases. Or, think 2 or …
Do you read your mobile news in a browser or app?
Imagine you have invested heavy in a technology betting it is the next new shiny toy. Imagine it isn’t. Interesting …
What is the value of caring in the customer experience?
This is almost invaluable. And leave it up to Seth Godin to say it. People (and customers) know when we …
How mobile friendly is your recruiting web site?
Here is an interesting trend to look at and get on top of. I must admit I hadn’t thought about …
Do I have enough courage to be a digital executive?
We live in a digital world. Our business is essentially “eBusiness”. If not so much today, then surely soon. The …
“In 2013, 66% of consumers switched brands or business due to poor customer service, a 4% increase on the previous year.” ~Accenture
This is stunning but as consumers we all know it. We all have horror stories of not just bad, but …
Avoiding the big sucking sound of a time waster
We’ve all been there. Whether it is said explicitly or not, the clear message of the project is “I’ll know …
The Digital Executive: 2 project questions to start with
Project management is very important. But beyond budgets, milestones, scope documents and all the PM process we get overwhelmed with, …
Why should I invest in improving the Customer experience at my company?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
“Nonprofits who have made it fast and easy for online donors to give on every device are receiving up to 20% of their donations via mobile devices.” ~Kimbia eBook now available
We know we live in a connected world. Mobile has and will continue to be critical to the connected constituent. …
Guest Blog: Paul Ghiz — How to eliminate the zero dollar fundraiser
Paul Ghiz leads one of the nonprofit industry’s most successful enterprise fundraising software and services companies, Global Cloud, makers of DonorDrive …
American Cancer Society eliminates direct mail — one year later
This was a bold move for sure. I applaud the ACS for rethinking their investment. It will be interesting to …
It is a social revolution. And it isn’t going away.
It is a full scale social revolution. So some questions: Do you have accounts on all the current social media? …
Does your org chart lead to complacency or disruption?
You have to love this funny chart but also Seth Godin’s great questions in his blog. Is it because it …
Guest Blog: Dan Gillett — Crowdfunding has Crossed the Chasm: “Early Majority” Nonprofits Now Attracting New Donors and Dollars
Dan Gillett is CEO of Kimbia. Reach him at dan@kimbia.com. Kimbia’s online fundraising platform enables nonprofits to find, convert and retain …
Unifying the experience for the customer
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
The Digital Executive: Doing something about the data, insight and customer experience gaps
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Unifying the data for the Customer
Even 2 pieces of unified data is more powerful than one. Having a plan for the most valuable sources and …
Understanding the customer
Data is very useful if it allows us to understand our customers better. Collecting data is of no value if …
Why you should fire some of your donors
There is a case to be made for transparency. Nonprofits are naturally conflicted about how much to say. Donors are …
Why success is it’s own worst enemy
Let’s start with the facts. In a 10-year study of 1,500 corporation with the biggest market caps, three noted business school professors …
As a great leader, do you pay attention to politics?
Linda A. Hill and Kent Lineback, authors of “Being the Boss: The 3 Imperatives for Becoming a Great Leader,” describe …
Selling to Nonprofit Organizations and the ‘Value of Online Reviews’
My friend and colleague Andrew Urban has launched a powerful tool to help sell to nonprofit organizations. You can get …
7 Donor Loyalty Metrics Every Nonprofit Should Track
Loyalty and donor renewal wins the day. Here are some great ideas on what to track. There may be a …
New CEO of AARP Promises Focus on Employment, Digital Skills
The AARP has a new leader. They will appoint veteran insider Jo Ann Jenkins as its new chief executive. More than …
The 7 Nonprofits that Inspired Us Most in 2013
Inspiration and passion make all the difference to a nonprofits mission. Most innovative nonprofits also leverage technology. Want to know …
Digital Business