“…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, …
Author Archives: Michael Wilson
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 …
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 …
Digital Transformation at Organizations – Connecting Boardroom objectives to IT re-platforming
Transformation is all the rage. The Board of Directors is probably interested. Connecting Boardroom objectives to IT re-platforming is essential. …
“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 …
Am I more powerful than I think?
And so … Seth’s wisdom is always helpful. “You are more powerful than you think It’s bigger than you Leaders …
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. …
“Shun the non-believers and sell to people who want to go on a journey with you.” ~Seth Godin
Will everyone but what I am selling? There is a huge percentage of the market place that doesn’t buy what …
Future of Work – Is AI being over-hyped?
Axios reports that we are in a robot-and-artificial intelligence bubble, and experts are starting to push back. Among their gripes: …
Employees are more engaged when you ask for their feedback and act upon what they say.
There are a couple of things that really create un-engaged employees. The first one isn’t that difficult to do. That …
Brian Solis on Innovation and Perspective
Brian Solis takes a break from his X book tour to share his thoughts on innovation and why we need …
Is your Sales Process Still Out of Step with the Buyer’s Journey?
With this wealth of online information at their disposal, buyers have the opportunity to research vendors and solutions long before …
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 …
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
The pain of a collision with the expectations of a customer gets my attention. I can’t afford to lose anyone. …
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