Why do we need to create a framework for the lifetime value of customers?
Creating a customer value framework, which includes calculations of Customer Lifetime Value (CLV), is an initiative that is extremely valuable …
Category Archives: Customer Focus
Destroying Non-Profit Database Industry Myths — Guest blog by Fielding Yost
Guest blog article by Fielding Yost — CEO of Saturn Corporation Non-profits have fallen into a trap when it …
Is the staff structure important to the donor experience?
Structure is important to the donor experience in the sense that in architecture, “form follows function”. When you know why …
Why customer data is useless without insight?
Data is wonderful but in and of itself, we know it can be useless. Data about our customers is very plentiful. …
Define Donor relevance by how relevant the Donor experience is
The donor journey is evolving (albeit very, very fast). That shouldn’t surprise us but it is good news. We haven’t …
In the world of customer experience, what does the path look like?
Customer experience does matter. It isn’t easy to get there but a road-map does exist. Temkin Group’s research shows that companies …
Employee engagement is foundational to donor engagement
Employee engagement is foundational to donor engagement. It is highly unlikely that an employee who hates their job or who …
It’s time to fasten your seat belt. The nature of the donor experience is changing very fast.
Traditionally, the fundamental focus of the nonprofit has been to market, solicit and service donors. This has become known as CRM …
Why should I invest in improving the Donor experience at my nonprofit?
It is reasonable to ask, if my nonprofit invests in the donor experience, will it work? This question drove Watermark …
What middle managers really think about the customer experience.
Middle managers face a big squeeze in the focus on the customer experience. Senior management has a vision. Current operations …
Are we disillusioned about what customers really think?
The Digital Executive is so passionate about Customers that they live for executing a strategy that creates value for the “bottom line”. …
Why is asking unstructured questions important in “voice of the customer” programs?
We are focused on our customers. We are making the transition to understanding the goals and needs from their perspective. …
What does the collaborative economy look like for customers and partners?
There is a lot that goes into collaboration with customers and partners. It can be transformative. Rachel Botsman, Partner, Collaborative …
What I remember about the experience is the main thing. Or is it?
Is what I experience the most important thing? Perhaps it is what I remember. What I remember is the thing. …
What are the seven stages to embracing customer insight data in a world obsessed with customers?
It isn’t easy to change. None of us get there overnight. There is no road to Damascus conversion, so to …
What does the future of customer service look like?
There is a huge emotional component to great customer service. In an American Express Service Survey, when 1,620 consumers were …
Does an ounce of prevention make a difference in the customer experience?
We have many opportunities each day to create a positive customer experience. That should be the norm. We should focus …
Customer experience focus suggestions
Bruce Temkin has labeled 2016 as The Year of Emotion. Emotion is many times missing from our experience equation. How an …
7 Wonders of Effective Customer Experience Leaders
7 Wonders of Effective Customer Experience Leaders CustomerThink has identified seven principles of simple, powerful, natural gifts that we’ve all …
What is the return on investment in the customer experience?
People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. …
Contact center customer experience trends to stay on top of for 2016
The pace of change in the customer experience is moving fast. Consumer expectations are ramping up to the highest common …
Did Uber let their size keep them from disrupting a whole industry?
If you are a small to medium sized business, does that necessarily mean you can’t compete with the big guys? …
6 important characteristics to step into the digital leadership void
CIO’s are well positioned to lead a company digital transformation. They are logical place to look for leadership. What does …
11 Customer Experience Trends for 2016 (The Year of Emotion)
There are lots of list like this at this time of year. Bruce Tempkin always has great insight. Culture change …
What does a modern CRM system look like?
CRM systems have been around a long time. Companies have had more failures than successes but the systems keep getting …
CMOs: Step Up To Lead The Transformation To Customer Obsession
We need leadership from the Chief Marketing Officer role to focus on the customer and the customer experience. Of all …
Is digital transformation like adding racing stripes to a 20 year old Chevy?
Digital business transformation is about making fundamental changes in how business is conducted in order to help cope with a shift …
Does the customer experience need more emotion?
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
Have we forgotten to engage emotionally with customers?
Having the right numbers is critical. But CEOs are human too, so you should also strive to get them to …
Make Money, save money with an amazing customer experience. Any Questions?
Make Money. Save Money. Any Questions? Given that senior executives like to get things done… … it shouldn’t come as …
3 Strategies to Sell the CxO on Customer Experience Management (CXM)
Do you have a “burning platform”? If so, making the case for investing in customer experience management is in order. …
Is it time to stop surveying customers?
Over the last few years, it seems as if masses of companies have decided to start “measuring” customer experience. They …
Why SMART goals come before strategy
Goals are very important to the digital executive. They provide the direction on where to go and it is not …
Is it being digital or being customer focused?
Recently David Cooperstein from Forrester Research invested a fair amount of time with CMOs and agency executives, working through the …
Predictions 2016: Welcome To The Digital Savvy, Customer Obsessed Leader
Our business world continues to change at a very dizzying pace. 2016 will not be any different. We all need …
Why is marketing integration critical to the digital experience at the contact center?
We know we have silos. We know they are not useful. As leaders, we must insist the customer service (the …
2015 Fund Raising Effectiveness Report
Recently our friends at AFP released the 2015 Fundraising Effectiveness Report. There is some really great stuff in the report. Retention still seems to be …
Is there an ROI to the customer experience?
Is there a correlation between a great customer experience and loyalty? We all want to know, does it work? Annually, …
How to move faster on proactive customer journey paths
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture
Sam Stern, from Forrester Research in his report, “How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture,” is a case study …
The best way to understand people is to listen to them and show it to executives
Telling a story is very powerful. Seeing the story, through the eyes of the customer, is even more powerful. Voice …
Why should you enable collaboration tools for your employees and customers?
The future of work is now. Please don’t miss it. Collaboration tools enable it. Many of your employees get it. …
Can the CMO also be the CCO?
We are obsessing over roles and titles but they do make a difference. We have the Chief Customer Officer, the …
How to let creative talent figure out how to focus on the customer experience
Jordan Cohen, in the Harvard Business Review tells a great story that drives the point home about empowerment. For the …
Are you obsessed with the customer experience?
This isn’t about being normal. Sorry, normal just won’t work. We need to be obsessed with the customer experience. We need to …
What Does It Take To Access And Hear The Richness Of The Voice Of The Customer?
Perhaps a simple weekly goal for any member in the C-Suite would be to talk with 10 actual customers a week. …
Avoid the “Just Following Up” Email
None of us like to be interupted by emails that have no value. Sending one email and then resending it …
Donor Experience transformational leadership is needed and it is needed now
Leadership in the donor experience transformation world is purposeful in its approach to creating a long term sustainable change. Change …
Have we reached a digital tipping point?
Is it about our digital budget or is it about having the right strategy, people and processes in place. It …
How to Deliver Patient-Centered Care: Learn from Service Industries
The focus on “the customer” takes many forms, depending on the type of business you run. If you are in …
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