• Home
  • About
    • How to be saved!
    • Fortium Partners – Customer Experience Assessment, Strategy and Roadmap
    • Fortium Partners – Perpetual Security Program (PSP)
    • Fortium Partners – Discovery Assessment
    • Fortium Partners – Nonprofit Salesforce.com Quick Launch Service Offering
    • Fortium Partners: Digital Donor Experience Assessment, Strategy and Roadmap
  • Books
    • For the Love of our Donors
    • Digital Business Transformation in a Customer Obsessed World
    • The Digital Executive
    • The Digital Nonprofit
  • Customer Focus
    • Customer Experience
    • What a Customer Experience Focus and Obsession means to the Digital Executive
  • Digital Business
    • Mobile Articles
  • Strategy
    • Transformation Articles
  • People
    • Culture Articles
  • Process
    • Governance Articles
  • Technology
    • Cyber Security Articles

Digital Business

~ The Journey to Creating Amazing Customer Experiences

Tag Archives: Customer Experience

Survey fraud is a serious problem

October 15, 2023

Survey fraud is a genuine problem that affects the customer experience (CX) industry and undermines the credibility of research data. In …

Continue reading →

Customer Experience = Success + Effort + Emotion

August 5, 2021

What is the definition of customer experience? There are a few floating around out there. Here is a great one …

Continue reading →

What are the laws of customer experience?

June 30, 2021

The day of Customer Relationship Management (CRM) is over. The era of Customer Experience Management (CEM) has arrived. Here are …

Continue reading →

Customer Engagement: Beyond Personalization to Hyper-Personalization

June 16, 2021

  Here is some great insight from Annette Franz. Annette is founder and Chief Experience Officer of CX Journey Inc. …

Continue reading →

What does your ZMOT look like?

May 11, 2021

As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …

Continue reading →

Is the customer experience meaningful on social media?

April 26, 2021

Is the customer experience useful on social media or is it just a bunch of disjointed interactions? Is our design …

Continue reading →

Is employee engagement a top of priority?

April 20, 2021

Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …

Continue reading →

Can passion for our customers win the day?

March 31, 2021

You have a passion for your mission. You want to do the right thing for your customers. You believe in …

Continue reading →

Do We Need To Shift How We Think About Emotion And Customer Journeys?

March 17, 2021

  Here is the latest from Forrester Research on customer journeys. Joana de Quintanilha, is a VP, Principal Analyst.  We …

Continue reading →

Are we listening to our customers?

March 4, 2021

Have you ever felt like you’re talking, but nobody is listening? Here’s Julian Treasure to help you fix that. As the …

Continue reading →

Does love and caring make a difference to our customers?

February 25, 2021

This is almost invaluable: And leave it up to Seth Godin to say it. People (and customers) know when we care …

Continue reading →

New Research Shows Strong ROI of CX

December 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. …

Continue reading →

Customer Experience Leaders outperform the broader market. Are you a leader or laggard?

June 3, 2019

It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …

Continue reading →

Staff who are closest to the customer usually have a handle on what data and insight would be most useful to the journey mapping process. Be sure to engage them regularly.

May 22, 2019

This is not all about data. At the end of the day, customers will expect a great (unified) experience across …

Continue reading →

Our focus needs to be on doing something that improves the customer experience.

May 20, 2019

Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …

Continue reading →

The true cost of customer response

May 1, 2019

We ought to count the cost. Is it worth it to provide a horrible or even mediocre customer experience? What …

Continue reading →

Our customers are demanding a better and seamless customer experience.

April 18, 2019

How important is it to provide our customers a seamless experience? Is the experience they have today better that it …

Continue reading →

How much of customer experience management is art or science? Is it about voodoo?

March 27, 2019

Customer experience is not about voodoo. It is however as much about art as about science. It also draws heavily …

Continue reading →

Do Voice of the Customer (VoC) programs provide valuable feedback?

March 21, 2019

Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …

Continue reading →

The One Chart Every CEO Should Study | The ROI of Customer Experience

February 18, 2019

Customer Think reports that last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become …

Continue reading →

How Digital And CX Teams Collaborate To Deliver On Brand Promise

February 15, 2019

Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …

Continue reading →

Alert: The digital experience is about people

November 29, 2018

Is customer experience an art or science? It is part art and part science and a whole lot of social …

Continue reading →

An opportunity to listen, learn, engage and improve the customer experience.

November 12, 2018

You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …

Continue reading →

Was the experience fun?

November 8, 2018

In this day and age, we all should obsess over the customer experience. That is the focus that brings us …

Continue reading →

Where does strategy start for the customer?

November 2, 2018

Kevin Schulman is founder and managing partner of DonorVoice, a company helps non-profits increase retention and donor loyalty with an …

Continue reading →

The good, the bad and the ugly of customer service

October 22, 2018

I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …

Continue reading →

Temkin Group eBook: Humanizing Customer Experience

October 16, 2018

Temking Group eBook: Humanizing Customer Experience The Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, …

Continue reading →

Why is our culture, processes and customer experience competencies important?

October 15, 2018

Customer experience is not just a single thing that is turned on and then you are done. It is easy …

Continue reading →

Three questions to think about when it comes to changing how we work with customers.

October 11, 2018

Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …

Continue reading →

Why is customer experience important?

October 8, 2018

Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …

Continue reading →

How do we get started on the customer experience change journey?

October 4, 2018

Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on …

Continue reading →

Why does optimizing the customer experience need to be a holistic and integrated must?

October 2, 2018

Optimizing the customer experience is a must for the whole organization. We need to see the whole customer, not just …

Continue reading →

Who is in charge of the customer experience?

October 1, 2018

Who is in charge of the customer experience? The customer dictates both the what and the how of their experience. …

Continue reading →

Why does the customer experience matter? Why is it at the top of the corporate agenda in almost every business?

October 1, 2018

Why does the customer experience matter? Let’s first look at why customer experience matters. We all know the obvious answers …

Continue reading →

What are the six laws of Customer Experience? | Temkin Group Video

September 28, 2018

This video from the Temkin Group explains The Six Laws of Customer Experience.  By understanding these fundamental truths about how people …

Continue reading →

Customer journey mapping: Knowing and involving the customer

September 25, 2018

Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …

Continue reading →

Is digital customer engagement about voodoo? Is it art? Is it science?

September 21, 2018

Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …

Continue reading →

What are customer journey maps and what can you do with them? What about design and emotion?

September 20, 2018

Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …

Continue reading →

What is the main point of building the digital business and the customer experience?

September 19, 2018

What is the main point of building the digital business and the customer experience? It is not to spend a …

Continue reading →

Customer experience and customer journey mapping – An overview

September 18, 2018

Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …

Continue reading →

What about emotional connections and the customer experience?

September 17, 2018

Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …

Continue reading →

Customer experience: Can it be managed?

September 12, 2018

There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …

Continue reading →

What are the customer experience gaps? How can we close them to connect customer and business value?

September 11, 2018

The are always huge gaps in the experience that our customers are having. In the digital world, this happens at …

Continue reading →

Propelling experience design in your digital business

September 5, 2018

There are three different pillars of experience, 1) Technology, 2) Brand and 3) Design. But more importantly, a great approach …

Continue reading →

Digital business change — Silos, responsibility and skills

September 3, 2018

When creating a digital business, we need all the help we can get. Since a digital business is ultimately about …

Continue reading →

What is the gap in what the customer expects and what we deliver?

August 30, 2018

What do customers really want? Are we delivering it? Is there a gap? Customers have certain goals in mind when …

Continue reading →

What is the ROI of Customer Experience improvement and initiatives?

August 28, 2018

The Temkin Group just published a great report, ROI of Customer Experience, 2018. This is updated annually. Bottom line, there is …

Continue reading →

There comes a moment where a potential customer makes a decision to engage

August 21, 2018

There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …

Continue reading →

The digital business journey and the hyper-connected consumers need for holistic optimization

August 17, 2018

We know we need to move faster. The digitization of our world is moving at hyper speed. Consumers and businesses …

Continue reading →

Digital business change and the customer experience

August 10, 2018

You are going to have a lot of digital change initiatives and projects going as you accelerate the pace of …

Continue reading →

← Older posts

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Email Address:

Join 13K other subscribers

Top Posts & Pages

  • “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
  • Larry Ellison's Top 10 Rules For Success
  • Every Leader Has Flaws. Don’t Let Yours Derail Your Strategy.
  • Einstein's Secret to Amazing Problem Solving (and 10 Specific Ways You Can Use It)
  • The new world of sales and marketing.

Tags

AgileAgilityCultureCustomerCustomer ExperienceCustomer FocusCustomer ServiceDataDigitalDigital BusinessDigital TransformationDonorDonor ExperienceEmployee EngagementFacebookFaith at WorkForrester ResearchGuest BlogInnovationJesusLeadershipMarketingMobileNonprofitPeopleSeth GodinSocial MediaStrategyTechnologyTransformation

Recent Posts

  • What to do if you are Overloaded
  • Joy — The Radiant Force
  • The Lantern in the Storm | A Fictional Short Story
  • The Unshakable Strength of Humility
  • The Pillar of Truth

Categories

Archives

Enter your email address to follow this blog and receive notifications of new posts by email.

Email Address:

Join 13K other subscribers

Tags

CultureCustomer ExperienceDigitalDigital BusinessDigital TransformationDonor ExperienceFacebookFaith at WorkForrester ResearchGuest BlogJesusLeadershipMobileNonprofitPeopleSeth GodinSocial MediaStrategyTechnologyTransformation

Top Posts & Pages

  • “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
  • Larry Ellison's Top 10 Rules For Success
  • Every Leader Has Flaws. Don’t Let Yours Derail Your Strategy.
  • The new world of sales and marketing.
  • Einstein's Secret to Amazing Problem Solving (and 10 Specific Ways You Can Use It)
  • Customer Experience Maturity Model
  • Guest Blog: Andrew Jackson (BravoTECH) - Candidates Have a Shelf Life
  • Guest Blog: Mike Capone -- Creating and Empowering a Mobile Workforce
  • "In 2013, 66% of consumers switched brands or business due to poor customer service, a 4% increase on the previous year." ~Accenture
  • 8 questions to ask around nonprofit donation thank you's and the donor experience

Create a free website or blog at WordPress.com.

  • SubscribeSubscribed
    • Digital Business
    • Join 784 other subscribers
    • Already have a WordPress.com account? Log in now.
  • Privacy
    • Digital Business
    • SubscribeSubscribed
    • Sign up
    • Log in
    • Report this content
    • View site in Reader
    • Manage subscriptions
    • Collapse this bar
 

Loading Comments...