Donor Experience SMART goals are realistic and attainable
Goals should be both realistic and attainable for the digital nonprofit. While an attainable goal may stretch a team in …
Category Archives: Digital Business
“Make sure your core technology platform offers the agility to continually test, modify, and improve processes to stay tuned to the new business environment.” ~ Katherine Kostereva
Digital change is about several things. Digital change is about being bold. Companies don’t have to be high-tech to use …
“Innovation can’t and shouldn’t be tech for the sake of tech, it should always be solving real human problem.” ~Healy Cypher
Innovation continues to be the big thing. CEO’s seem very enamored by it. Recently I saw a CEO create a …
“There is only one boss. The customer.” – Sam Walton
We all know it is true. Our efforts should be focused on the customer and customer experience. Great company C-Suite …
Donor Experience SMART transformation goals are measurable
How will you know “when you have arrived”? How will you measure progress in improving the donor experience? What does …
Donor Experience SMART goals are specific and unambiguous
Donor Experience SMART goals are specific. Does your goal sound too general? It is probably not a SMART goal yet. …
Create SMART Donor Experience goals before developing strategy
Goals are very important to the digital executive who is dedicated to improving the donor experience. SMART goals provide the …
Europe has a million more developers than U.S.
No, Silicon Valley isn’t moving to London, or Berlin or Stockholm. However, a new report from Atomico claims that there are now …
Are Your Donor Experience Goals lead or lag indicators?
Lagging indicators is a concept used a lot in the economic world. For the donor experience executive, it is important …
“Everything is both simpler than we can imagine, and more complicated that we can conceive.” ~Goethe
Simplicity it the key. We live in a complex world but to be able to translate that complex simply is …
A Donor Experience Approach to Strategy, People, Process and Technology
Having an approach or a framework for the work of the nonprofit digital executive is very important. Being passionate about …
The Customer Experience of AI: Five Principles to Foster Engagement, Innovation and Trust
Artificial Intelligence is not going away and it will have a profound impact on the customer experience. Will they be …
Tech industry on how to use AI responsibly
Axios has put together some great info on artificial intelligence. It’s use will continue to expand. Consideration of the ethics …
It is not about the data, it is about 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 …
Why our focus and day to day work should be about creating amazing “customer experiences”
As leaders, we spend a lot of time talking about “what” needs to change. We train people in new ways …
“To consistently differentiate your customer experience, you need to transform your culture.” ~Bruce Temkin
Changing culture is very tough. Some days it almost feels impossible. Is it worth it to build a culture based …
Top 5 cybersecurity mistakes leaders make, and how to fix them
Cybersecurity teams are largely understaffed and underskilled. Security breaches are only going to accelerate and get worse. In general, most …
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
There is a lot of talk and hype about the “learning organization”. Learning what? Here are some more questions. Please …
Is it really “location, location, location” anymore?
We all have the “location, location, location” mantra emblazoned in our minds. While specific to the real estate market, we …
A shortcut to cybersecurity
Here is a great summary from Axios about the shortage of professionals in the area of cybersecurity. We need to fill …
Salesforce using Dreamforce to get personal
Salesforce is using Dreamforce to get personal. Here is a great summary from Axios. At the Dreamforce 2017 conference, Salesforce …
The elephant in the room is making a mess
There is an elephant in the room. It has been there for a while and everyone knows it. It doesn’t …
Walmart plans to increase use of Macs
According to Axios: Walmart has 7,000 Macs in use today, but expects that number to skyrocket next year as it gives …
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~Donald Porter
We can continuously learn but none of our efforts are perfect. There is lots of data to suggest the power …
“…you have to want to be engaged. If the desire isn’t there, no person or book can plant it within you.” –Tim Clark
Many years ago (published in 1970)) I read a book “You Really Oughta Wanna” by by Robert F. Mager and Peter Pipe. In short, …
Epidemic of Emotionless Experience Design
Bruce Temkin and his team are onto something. There are at least 3 core pillars to the customer experience. Many …
Some honest questions about culture change and the customer experience
It is my observation that most corporate cultures aren’t intentional but seem to evolve over time. Maybe we inherited it. …
“It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.” ~Steve Jobs
Getting our people strategy right is a huge challenge. All leaders know it and struggle. If only we were better …
China Will Be the World’s Largest Digital Market by 2018
According to Statista, “China will soon overtake the United States in the digital economy.” “According to calculations by analysts at …
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 …
Does Oracle have the answer to the future of data?
Building upon the next generation of the industry-leading database Oracle Database 18c, Oracle recently introduced the world’s first autonomous database …
“Some companies don’t have an engagement problem, they have a hiring problem.” –Bob Kelleher
I am a big fan of measuring and improving employee engagement. I have been for decades now. I see what …
Does the customer experience matter? Does it correlate to loyalty?
Once again, Temkin Group is publishing a new infographic that is very helpful. Some tidbits: The customer experience does relate …
Americans just don’t fear robots — They think they are coming for other people!
Nearly two-thirds of Americans expect humans to struggle finding work in a future of robots — all humans except themselves, …
The Moneyball CIO and how data can make a difference
IT can often feel like an unwinnable game, with limited resources, changing priorities, multiple stakeholders and increased demands. Too often, …
Unifying data for the customer
Even 2 pieces of unified data is more powerful than one. Having a plan for the most valuable sources and …
Want to better understand customers? Do less quantitative and more qualitative research.
We all want to understand our customers better. Many, if not most of us, have moved to some type of …
Why wait? Speed does makes a difference. Are you an agile enterprise?
This is such a great question. Why wait? Seriously. Why wait? In a world where not transforming yourself into a …
Understanding the customer in the digital age — Data is about insight
Data is very useful if it allows us to understand our customers better. Collecting data is of no value if …
“Engaged employees are in the game for the sake of the game; they believe in the cause of the organization.” –Paul Marciano, Ph.D.
Do you believe employee engagement is important? Does it play a role in the top or bottom lines? Employee engagement …
What is the value of offline data?
Not all data is as valuable as others. The human resources to manually enter offline data can be daunting and …
Why iPhones cost so much
Why iPhones cost so much … The iPhone X (pronounced “10”) will sell for $999 beginning Nov. 3. That’s double what the first …
As a leader, I must provide a compelling vision for the future
You role is one of a leader and you want more of a focus on the customer experience. What should …
Not all data is of equal value and not every customer is either.
Not all data is of equal value and not every customer is either. Part of the framework that leads from …
Digital Darwinism Has Created Digital Narcissists — Has it happened to my company?
I need to start by acknowledging that my business is being disrupted. I can’t ignore it. Am I in denial? …
Larry Ellison’s Top 10 Rules For Success
He’s an American internet entrepreneur, businessman and philanthropist.He serves as executive chairman and chief technology officer of Oracle Corporation. As …
The New ‘Digital Director’ Corporate Board Role: Are You Ready?
Boards of Directors are changing and adding new roles to their ranks. Is your Board supporting your digital strategy? A …
Why You Need to Stop Doing “Influencer Marketing!”
Brian Solis knows what he is talking about. He’s written the book on this one. What are his thoughts on …
The New Executive Mindset: Intervention, not Transformation
Transformation vs. intervention is a great issue to look at. I hear a lot of advocates for transformation. “CEOs, Boards …
What data should we collect to create amazing customer experiences?
We probably shouldn’t try to collect everything. We also should be collecting the “right” data. We should consider enhancing the …
Digital Business