Will you be the Change Agent? Will you embrace transformation?
Change is the second most popular word in 21st century. Why change is so tough and what really keeps (C-suite) …
Author Archives: Michael Wilson
Why do you need a marketing technology strategy?
There is a whole lot of marketing technology in the market place. It would not be surprising to find that …
Do you have a talented donor experience team?
There is a revolution going on with donors. The relationship they may have had with your mission and brand in …
As a leader, do you have more than two modes of operating?
Any great leader faces a multitude of challenges every day. Whether it’s communicating strategy, helping people through change, holding on …
Obsession with Donors and Their Experience
This isn’t about being normal. Sorry, normal just won’t work. We need to be obsessed with the donor experience. We …
Mapping Out Employees’ Real-Time Roles and Responsibilities for marketing
More and more our world is moving to “real time” interactions. This is true for marketing as well. Can we …
Is Twitter just for people who like to say what they ate for lunch?
Is Twitter and social media just for people who like to say what they ate for lunch? Is it a …
4 Trends That Will Change the Way We Work
The trends are very evident and aren’t going to reverse anytime soon. Digital executives need to understand them and develop …
Three Steps to Move a First-Time Giver into a Major Donor
There are some basics to donor relationships. They do require some discipline to execute but pay off in the long …
Customer Experience Isn’t Just About Customer Service
Customer service is not the same as the customer experience. Customer service is one interaction, usually on one channel, out …
Is it productive to work at home or anywhere other than the office?
Certain subjects just naturally incite opinion wars. The big ones, like political preferences, or whether you’re Team A or Team …
Digital Transformation and the CIO
If you lead technology for your company, you know there are big changes in the business environment. Transformation is being …
What is your Readers Digest idea?
This blog by Seth Godin is worth reading in it’s entirety. What is your Readers digest idea? We all have …
Connected devices in 2017
Interesting take on where the mobile world is heading. Seems pretty clear.
Goals, Strategies, Planning and Execution for an amazing donor experience
Knowing where you are going with the donor experience, how you’re going to get there and being focused on execution …
Where Are You On The Customer Focused Transformation Journey?
It is the age of the customer and we are all on a wonderful journey. Some one has to manage …
Our donors are empowered and we can’t control that
Donors are absolutely empowered through technology now. That means our donors are as well. It has happened and it is …
Can you eliminate the need for email?
With some careful application of social media tools, could you actually eliminate the need for email? Luis Suarez, who works …
Is your contact center focused on the experience?
Is your contact center loyalty focused and focused on the experience of the customer? As a consumer, I do have …
Are we shaping the digital world with agility?
Digital leaders shape the digital enterprise with agility. They are all about doing things better and faster; with elasticity: scale …
Why being donor experience obsessed and focused improves transformation
Being donor obsessed and focused is not an either/or kind of thing. It is “yes/and” at its core. We need …
The internet is steadily replacing and disrupting traditional media usage
Disruption is on the move. Traditional media usage is on a steady decline. New media via the internet is replacing …
Does being disagreeable help you get ahead. I disagree with the premise.
This is a very disturbing article from Harvard Business Review. Here is one tidbit. First, remember “A-B-D” — always be …
Donor Experience transformational leadership is needed and it is needed now
Leadership in the donor experience transformation world is purposeful in its approach to creating a long term sustainable change. Change …
Digital Nonprofit Report: May 29, 2015
The challenge is that donors don’t always give year after year – OK, so donor retention isn’t part of your job …
How to explain architecture and governance in 2 sentences
I love simplicity. Sometimes we just make things too difficult to understand. This quote simply explains architecture (and why it …
Interested in a Voice of the Customer Program? First build executive support
Interested in a Voice of the Customer Program? First build executive support. Those who have gone through the process all …
This year’s Nonprofit Benchmarks are big
This year’s Nonprofit Benchmarks are big! So big, that M+R has a great video to bring them right to you. M+R …
Build a digital Nonprofit Ecosystem Focused on the Donor
Building a digital nonprofit is about building an ecosystem, not just a few isolated initiatives that have no impact on …
Remember the Kodak moment? It is now the Instagram moment.
Remember the Kodak moment? It is now the Instagram moment. Great short video from Brian Solis promoting his new book, …
Digital disruption and successful digital success stories
We are living in a world of business disruption. What does digital success look like? Uber, the world’s largest taxi …
Should you add things to your to-do list you’ve already done, just to cross them off?
I am a fan, to some extent, of to-do lists. I know of people who add things they’ve already done, …
Am I experimenting enough?
End of the day question: Am I experimenting enough? Answer? Probably not. Here is the challenge. How do I experiment more? …
Customers hold more power than ever before
If we don’t think customers are more powerful than ever before, just ask Bank of America or Netflix. Both are …
How am I doing compared to a magical unicorn?
How am I doing compared to a magical unicorn? We love to compare ourselves to those we know we are …
Are you leading a digital transformation?
Breakthroughs often begin by thinking differently about the company’s mission. Pages Jaune, the French Yellow Pages, was losing business as …
Do we know, remember and serve our customers?
We can know who our customers are. We can know and remember a lot. Customers expect us to know, remember …
What is your strategy for the “Age of the Customer”?
Our world has changed. The customer is in charge. The customer has a voice and can be heard by thousands …
Computers are magnificent tools but ….
There is the human factor. How do we do at work creating a spark of spirit and enthusiasm? Do we …
Am I making it safe for my employees to try things?
Am I making it safe for my employees to try things? We hear a lot about risk taking. That sounds …
5 questions to ask about your customer focus
Whether you are a business leader of a department or the CEO, these questions make sense to ask and get …
Where does trust come from?
Here is a great question. Where does trust come from? We all want it. It isn’t always easy to get …
Are the number-cruncher days numbered?
OK, full disclosure. I have a Bachelor of Arts degree. Yes, I went the Liberal Arts route in college. This …
What’s Your Organic Reach on social media? Does it matter anymore?
Huge shifts are occurring in how to reach consumers in social media. The bias of the algorithms has clearly shifted …
Forrester’s Customer Experience Index, Spring 2015: The Start of A Whole New Ball Game
Here is some interesting news regarding the customer experience. Of course, it is about loyalty and profitability. What else would …
Why Content Goes Viral: What Analyzing 100 Million Articles Taught Us
These are some great ideas back up by lots of data. Always pleasurable to see facts in addition to opinions. …
Your website is about to lose 50% of all traffic thanks to Google
We all know we need to have moved into a mobile world already. It is on our “to do” list. …
You Call That Innovation? Maybe it is just change management
Everybody is on the innovation bandwagon. It is the “buzzword” of the year. Unless what we are talking about is …
Blending Direct and Digital Campaigns
Many times we naturally think either / or. It is either digital or direct response. Seeing it as yes / …
Leadership lessons from "Men in Black 3"
Here is a pretty good list. I enjoyed the movie “Men in Black 3” a lot. Who knew I would …
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