“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 …
Category Archives: Customer Focus
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 …
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 …
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 …
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 …
“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 …
“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 …
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. …
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 …
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 …
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 …
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 …
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 …
Unified data and a unified experience is supported by an Omni-Channel approach
Unified data and a unified experience is supported by an Omni-Channel approach. Omni-channel creates a unified approach seamlessly across channels …
Humanizing Digital Interactions model
Here are some highlights from a recent Temkin Group Report: They developed The Human Conversational Model, which is made up of …
Why The Best CEO’s Invest in Customer Experience
Customer experience is a hot topic for companies of all sizes and industries. Here is a compilation video for you …
This is an ecosystem built for data, insight and action
Resist the temptation to focus and organize around silos. While silos can maximize a part of the system, they sub-optimize …
“We have a strategic plan. It’s called ‘doing things.’ ” ~~Herb Kelleher
I don’t think I would advocate not having a strategic plan but they probably could be simpler than we make …
Unifying Online & Offline Customer Data for a Consistent Experience
The challenge of creating meaningful relationships is complicated by an abundance of data from both online and offline sources, as …
Employees will provide an amazing customer experience. What should I focus on today?
When it comes to the customer experience, it is important to think through very carefully what will employees actually do. …
What is the (ROI) return on the investment in the stunning?
There comes a time where we have to make a decision. What will we invest in? It is a serious …
Why Customer Experiences should be intentional
As a digital executive, design is important. What is being sold is important but the experience the customer has in …
“If you have more money than brains, you should focus on outbound marketing.” ~~Guy Kawasaki -Apple
Do you have a strong inbound marketing program? Are you devoting more resources to it than last year? If you …
Our customers are empowered and we can’t control that
Consumers are absolutely empowered through technology now. That means your customers are as well. It has happened and it is a …
What is our responsibility to engage employees in the customer experience obsession?
It is a leadership responsibility to engage employees in our customer experience obsession. We know it leads to higher levels …
Why being customer obsessed and focused improves transformation
Being obsessed and focused is not an either/or kind of thing. It is “yes/and” at its core. We need to …
“To win in the marketplace you must first win in the workplace.” –Doug Conant
Much of life is about habits. Really great habits make for an engaged workforce committed to stunning customer experiences. Here …
The Human Conversational Model (Infographic)
In the report, Humanizing Digital Interactions, the Temkin Group decoded successful person-to-person interactions as a step in developing the Human Conversational Model. …
Economics of Net Promoter Score. Does it make a difference?
As executives, we are always faced with the question of will improving the Customer Experience make a difference? A number …
Why did I start this journey in the first place?
Transformation isn’t easy. We all know that most transformation initiatives, of any kind, fail. The reasons are well known. Too …
Building a Strong Voice of the Customer Program (Video)
Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the …
“You manage things; you lead people.” ~Rear Admiral Grace Hopper
Transformation is all about the people. The people who lead and the people who have to implement the change. As …
“Highly engaged employees make the customer experience. Disengaged employees break it.” ~Timothy R. Clark
Do I believe that highly engaged employees make a difference in the customer experience? There is plenty of evidence and …
Cvent reports that on average, customer retention rates are 18% higher when employees are highly engaged.
Highly engaged employees lead to loyal customers. Study after study reveal this simple fact. So … Cvent reports that on …
“When people go to work, they shouldn’t have to leave their hearts at home.” –Betty Bender
Work and success is about passion for what we do. We get up and go to work for a reason. …
Am I willing to prioritize customer experience investments to keep my promise?
We have made promises to our customers. They may not have been well thought out but we have made them. …
An “Omni-Channel” Donor approach will make a difference
Unified donor data and a unified experience is supported by an Omni-Channel approach. Omni-channel creates a unified approach seamlessly across …
Will I act on the customer insight if I get it?
If I get insights from customers, is my leadership team prepared to act, based on the insights? If yes, proceed …
How to Create Successful Customer Feedback Surveys
We all know how to carry on a conversation. The challenge in getting feedback from customers is to approach our …
Your Customer Experience Measurement Guide – CX – perience
We know the customer experience is important. We struggle with how to measure it. At the end of the day, …
Creating a donor value framework
Not all data is of equal value and not every donor is either. Part of the framework that leads from …
Unifying donor data and creating actionable insight
Even 2 pieces of unified data is more powerful than one. Having a plan for the most valuable sources and …
“The only way to do great work is to love what you do.” ~Steve Jobs
Am I on a mission? I need focus and purpose to what I am doing. Without that, I am just …
Donor data is all about insight leading to action
Data is very useful if it allows us to understand our donors better. Collecting data is of no value if …
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