How And Why To Bother With Customer Obsession
Check these resources from Forrester out. They really know their stuff. Shar VanBoskirk is VP, Principal Analyst. Shar helps CMOs lead customer-obsessed …
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What about 123456? How good is that?
Jimmy Kimmel sent a camera out onto Hollywood Boulevard to help people by asking them to tell us their password. …
BeyondTrust Builds a Culture of Learning and Leadership at Scale with Frontline Leader Impact
BeyondTrust, a cyber-security company and the worldwide leader in Privileged Access Management (PAM), wanted to build and reinforce a culture …
Are medical devices at a security risk?
Cyber security is an important issue not just for computers but also any device that has an internet connection. That …
Disruption is waiting around the corner. Speed is of essence. Delay is not useful.
Disruption is waiting around the corner. Speed is of essence. Delay is not useful. Now is the time to have …
Are you mobile friendly for a range of mobile devices?
As a digital executive, you know there is always something to get on top of. The mobile world is moving …
Is transformation into a customer focused world a no brainer?
So many times, transformation into a customer focused world is framed as a no brainer. We feel like idiots that …
Three Simple Guidelines For Goal Setting
Steve Silver is the Forrester Research VP, research director for the sales operations strategies practice, Steve manages and sets the …
How do we look at customers who do not come back?
We all know it is true. Most donors who give to special events don’t give again. The data indicates it …
7 Customer Satisfaction KPIs You Should Track
Check this great advise from Srushti Shah. Srushti is an ambitious, passionate and out of the box thinking woman having …
Customer Experience = Success + Effort + Emotion
What is the definition of customer experience? There are a few floating around out there. Here is a great one …
8 Email Etiquette Tips – How to Write Better Emails at Work
Learning the unspoken rules for writing professional emails can improve how competent you appear in the eyes of colleagues. 00:00 …
Do scoreboards help you establish if you are winning or not?
Scoreboards help you establish if you are winning or not. When you have clear goals (lagging indicators) and strategies (leading …
Customer Obsession is clear. Are you clear on your focus?
You think of nothing else. All you really care about is the experience and loyalty that your customers have with you. Obsession …
Boards Are Undergoing Their Own Digital Transformation
Here is a great overview that Boards of Directors are facing from Diana Wu David. Diana works with CEOs and …
What is our customer data strategy? How far should we go?
I must admit that during my early journey of being focused on the customer, I usually thought we should have …
Is your business about to get left behind?
Brian Solis nails it. This isn’t time to react. This is the time to lead. Now is the time to …
We need to get in the customer experience game and play to win. Do we have enough passion?
Customer obsession is more an emotion than a focus. The focus of customer initiatives is more about intent and then …
Are we passionate about our focus on our customers?
Being obsessed and focused on our customers is not an either/or kind of thing. It is “yes/and” at its core. …
5 Questions Boards Should Be Asking About Digital Transformation
Here is some great insight from by Celia Huber, Alex Sukharevsky and Rodney Zemmel from McKinsey. The CEO of a large …
Do retail fundraisers have a choice?
As a non-profit executive, former development officer and customer strategy professional, I think Seth Godin nails this one. He personally did the opposite …
How important is compassion as a leader?
Compassion is a huge thing as a leader. That it is lacking in so many cases today is stunning. We hear …
What are the laws of customer experience?
The day of Customer Relationship Management (CRM) is over. The era of Customer Experience Management (CEM) has arrived. Here are …
Why is there no balloon any longer?
This a great question from Seth Godin. Particularly appropriate for marketers but also important to be understood by the digital …
How important is information security to a companies digital change initiatives?
There are a number of critical components to becoming a digital organization. Five to consider are: Customer-centricity Business process optimization …
Are our customer messaging systems up to date?
This is a very good article on how disruptive social media has become for a business focused on the Customer and …
Are we really taking cyber-security seriously?
Traditionally, the fundamental focus of the Enterprise has been to preserve and expand its value through “classic Assets” as reflected …
Customer Engagement: Beyond Personalization to Hyper-Personalization
Here is some great insight from Annette Franz. Annette is founder and Chief Experience Officer of CX Journey Inc. …
Are you being left out?
Fear is real and we don’t know sometimes the grip it can have on us. I hadn’t thought of this, …
Will the “anywhere office” survive the demise of COVID?
COVID threw many people into working from home with no preparation. Sometimes it seems to have worked well. Others perhaps …
Where are the walls now to your office?
We have moved to an “open world”. This is not just a pandemic related issue. This has been happening for …
Should leaders advocate for “the facts” and “a vision”?
This happens way too much. It clearly isn’t helpful to deny the facts. It is also important to actually know …
Top 10 Web Development Trends to focus on now.
Here is a great overview of trends to focus on in web development. They all may not apply to you …
What is it like to be a digital executive?
We are all online now more than ever. It is never-ending. Working from home has made invasive. We have no …
Is the future of technology with us now?
The future is not too far away. In many ways, it is already here. IBM suggests 5 trends to begin …
Is customer service always easy?
Customer service is not always easy. No product or service is perfect. Customers get frustrated. There are some basic principles …
How important is great service to our marketing efforts?
We all experience problems with products we buy or service we receive from companies. We know it happens and can …
Transforming customer experiences in a mobile app world.
John Colony, CEO of Forrester Research has a great article about the The Mobile War. CEOs should be aware of an …
Training can deliver the sustained revenue growth you are looking for. But not on its own.
Here is some great insight on the value of training. It is from Mark Wills at EnablingUS Pte Ltd. Mark helps business and …
What does your ZMOT look like?
As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …
Establish, Scale, And Evolve Your Customer Experience Culture Work Practice
Here is some great research from Forrester. I am a big fan of theirs. Paying attention to the culture is …
Are we ignoring what it takes to be successful?
This makes a lot of sense. Many times, we focus on what we are good at but ignore essential items …
Are Your Managers in Sync with Your Change Strategy?
Are Your Managers in Sync with Your Change Strategy? “A few years ago, we noticed something curious: Successful business transformations were …
What is the moment where a potential customer makes a decision to engage?
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
Is the customer experience meaningful on social media?
Is the customer experience useful on social media or is it just a bunch of disjointed interactions? Is our design …
The death of the sales funnel
Why this is important: Over the years, companies have developed various models to explain customer behavior. Most of the ones …
Is employee engagement a top of priority?
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
Our Work Is Our Worship: One Woman’s Faithfulness in the Little Things
Here is some great insight on work and worship. John Stonestreet is President of the Colson Center for Christian Worldview, and …
Are your connected customers engaged with you?
We see it every day. We are at an event and someone holds up their phone to video or take …
Learner Journey Mapping
We are all involved in learning and we are all involved in educating others. It has been changing at a …
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