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 …
Category Archives: Digital Business
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 …
Do you have a content curation strategy? Do you have an eye for the awesome?
Do you have a content curation strategy? If not, now is the time to think about it. Original content is …
Doing something about the data, insight and donor experience gaps
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Unifying the experience for the donor
This is not all about data. At the end of the day, donors will expect a great (unified) experience across …
What’s on tonight? Will I be intentional with my time?
Will I be intentional with my time? It may be the single most important personal goal I can have. I …
Am I booking enough time to think?
Am I booking enough time to think? Answer. Probably not. Does my calendar reflect that I need to reflect? Answer. …
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 …
Social Media & Content Are Top Priorities for Marketers
Social Media & Content Are Top Priorities for Marketers — “Marketing in the digital world has come a long way from …
“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 …
Manager of Business Results – Position available
This is too good to ignore. I’m guessing we could replace the Chief Digital Officer title up top with others …
Should We Have This Meeting? (Infographic Decision Tree)
So many corporate employees spend their workday bouncing from meeting to meeting. In many organizations, the de facto method of …
Will your company be customer experience driven?
There is no denying that companies are embracing the whole “customer experience” phenomena. This year even more companies will adopt …
The value of offline donor data
Not all data is as valuable as others. The human resources to manually enter offline donor data can be daunting …
How did I feel about that experience? Was it fun?
Many things make up the customer experience. Three that many agree on are achieving a goal, the effort it takes …
What donor data should we collect?
We probably shouldn’t try to collect everything. We also should be collecting the “right” donor data. We should consider enhancing …
Who’s responsible for building a digital business?
Who’s Responsible for Building a Digital Business? While someone with a specific title may be accountable for the digital business, …
Is this the year of purpose?
It is a great question to think about. Will I be purposeful? It’s once again the time of year when …
This is a donor 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 …
Unifying Online & Offline Donor 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 …
“Cultural change takes six months per layer in your organization.” ~Mike Capone
Think about how long it takes to change. As leaders, we think it won’t be so difficult. Is it any …
How important is mobile? Money Follows Eyeballs – Mobile Ad Boom Continues
One of the golden rules of advertising is that money follows eyeballs. And since people are looking at their smartphones …
The Rise of Mobile Customer Experience
Mobile can’t be ignored. The mobile experience can be painful to delightful. None of it happens by magic. There is …
So … let’s start the journey. What is our promise to our customers?
Now is the time to think it through. This is the start of the journey. Whether we know it or …
Why Nonprofit Executives should care about Master Data Management (MDM)
Do you struggle keeping 2 or more sources of data up to date with name changes, address changes, email updates, …
What is organizational culture?
Management guru Peter Drucker is credited with saying that “culture eats strategy for lunch.” It is hard to find any leader who doesn’t …
“The way your employees feel is the way your customers will feel.” ~Sybil F. Stershic
As corporate leaders, we make investment decisions all the time. We have investment formulas that help guide those decisions. All …
The Healthcare Experience Revolution
What if your goal (strategy) is to revolutionize the health care experience? I think most of us would agree there …
What is the future of Artificial Intelligence (A. I.)?
Statista on the Future of A.I. – “When many people think of the future of artificial intelligence, they imagine some …
SMART goals are attainable in transformation initiatives
Goals should be both realistic and attainable for the digital business. While an attainable goal may stretch a team in …
Bellhops lead the way in amazing customer service
How can you create more autonomy in your work environment? We know that engaged employees lead to engaged customers. Investing …
“This is the age where digitally empowered customers are driving firms to become customer-obsessed, digital businesses.” ~Eveline Oehrlich
There is a new imperative in business. Our technology partners, the traditional IT department, and the CIO all need to …
Sometime is now and somebody is you!!
When is the right time? Now is the time. You know it is true. Can’t someone else do this?This is …
What is this moment about?
It is so easy to be unfocused. The things to compete for our time are endless and getting more so …
How will you know when you’ve arrived?
How will you know “when you have arrived”? How will you measure progress? What does success look like? When will …
What does AT&T Gets for $85 Billion
What does A T & T get for $85 billion? Statista reports that “AT&T has made it official: The U.S. …
Can relationships be managed?
We have had “customer relationship initiatives” for a long time. Some have paid off. Many have not. Is it just …
Transformation requires being focused
In addition to be obsessed, the other essential ingredient to success in transformation efforts is focus. It must be recognized, …
Is it worth it to delight the weird?
Is it worth it to delight the weird? Seth Godin, as usual, nails it. It is not about being “average”. …
Why Amazon Gives so Many Perks to Prime Members
Free shipping, special deals, free video streaming and, since last week, free access to a selection of digital books and …
Leaders talk about customer needs and wants, not what the company needs.
What we talk about as leaders is important. It can’t be faked. Our customers and employees are listening. As leaders, …
Is it time to act like you are a global nonprofit?
You are a global nonprofit. Do you act like it? Your audience is 2.4 billion potential donors. You have international …
How do we know who the customer is behind all the devices connecting with us?
How do we know who the customer is behind all the devices connecting with us? We live a world of …
What is more important, advertising or amazing customer service?
How important is the experience that customers have with you? Before you answer, consider this: 40% of people began purchasing …
Faking the customer experience
If the product really stinks can you fake the experience to generate more profit? You can’t fake the real experience. …
Why a nonprofit focus and alignment around the donor experience is critical
A great donation experience with the development department doesn’t make up for a poor billing experience. The donor’s experience is …
In the age of communities, how important is our nonprofit brand?
What does your nonprofit stand for? What (and who) does it represent? Now, more than ever before, our brand is …
Meet the new nonprofit donor, digital and connected
We are beginning to know a new donor. These donors are a blend of the traditional, the digital and the connected. They …
Digital Business