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The Empowered Customer

When Was The Tipping Point For Customer Experience? It Looks Like It Started “Tipping” In 2010! Harley Manning’s Blog – Harley serves Customer Experience Professionals. Learn more »

Last week I stumbled across The Behavioral Economics Guide, 2015 (which you can find here). I’m kind of a Daniel Kahneman/Dan Ariely junkie so I immediately started scrolling through it looking for articles of interest. And there, on page 8…big score! A graphic that plots the relative Google search frequency of the term “customer satisfaction” against the search frequency of the term “customer experience.”

Other items of interest

  • 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 you are overwhelmed and over extended by it all. What are your marketing technology goals? Do you have strategies that support the goals? Are your people capable of implementing the strategy or are they overwhelmed by it all as well? It is time to be holistic and to stop chasing the holy grail of shiny new objects.
  • Donor experience transformation requires being focused In addition to being obsessed about the donor experience, the other essential ingredient to nonprofit success in transformation are efforts that are focus. It must be recognized, when you are obsessed with your donor, that you can’t do everything. If you think you can, disaster is looming around the corner. You can do a few things very well. Strategy is about deciding which ideas should be implemented. Focus is doing them. Focus is not about swinging at every pitch. Focus is about swinging at the pitches that are most likely to get you on base or to advance another player so they can score.
  • 5 strategies to consider on what to do about the “shiny, new toy” There is a shiny, new toy available. It isn’t your toy. What do you do? You need your own strategy framework for product innovation. It is probably a losers game to always be reacting to someone else. It is imperative that you and your leadership know where you are going, how you are going to get there and have a rigorous continuous improvement process in place.

  • Are you leveraging the power of your influential nonprofit followers on social media? Every nonprofit is on Facebook and Twitter. Everyone is posting compelling content. That is the baseline in our digital world today. What everyone is not doing is engaging donors and constituents. Everyone is not get getting influential donors to actively take up our cause and extend our reach.

  • 3 Things You Should Know About Fundraising in Canada Canadians are known for many things. Maple syrup. Hockey. Saying sorry all too often. And of course, Justin Bieber (We really are sorry about that one…) But Canadians are also unique for their giving habits. Knowing Canadian giving habits is key to successful fundraising in Canada. Whether you are an international organization moving in to Canada or simply new to the country there are a few things you need to learn, and the below list will help you understand some of the most important giving behaviours that make Canadians unique.
  • 10 Ways to Better Serve Customers by Streamlining Your Business Best Practices The day you decide to improve your business is just as important as the day you decided to start your own business. If your business processes are unsettled, your customers will feel the effects in their experience, and conversely, if your practices are smooth and streamlined your customer’s experience will be impacted positively. Streamline your best policies with a few tips that will keep your business running smoothly.

  • How to build your customer-driven growth engine In 2006 Jeanne Bliss published “Chief Customer Officer: Getting Past Lip Service to Passionate Action“. Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders. As each business (and each market, customer, context, leader, etc.) is different “finding that united voice” is a task for leadership teams and CCOs themselves. It’s not some universal recipe you can write down and apply anywhere, there is no cookbook. What Jeanne Bliss does is coaching them to find that voice and build their customer-driven growth engine.

  • Why Google’s Algorithm Update Was a Good Thing for Nonprofits Google’s recent mobile algorithm update has been a very good thing for nonprofits. Not that nonprofits have been helped by the update, necessarily. But it has forced them to take a closer look at their mobile experience and how well their website is optimized for search engines, also known as SEO.
  • Customer Experience Is Everyone’s Department Customer experience is more than the experience of trading money for a product or a service. It’s the experience leading up to that, and the experience customers have with what they’ve purchased, all the way until they stop using it. Why is it, then, that the concept of “customer experience” seems to exist primarily in the marketing department? Marketing can take a customer up to the start of the sales process, and then later encourage repeat business and renewals — but marketing is but a small part of what makes an experience.

Apply for a SuperNova Award – Recognizing leaders in digital business Every year the Constellation SuperNova Awards recognize eight individuals for their leadership in digital business. Nominate yourself or someone you know by August 7, 2015.