The Rise of Mobile Customer Experience
Mobile can’t be ignored. The mobile experience can be painful to delightful. None of it happens by magic. There is …
Previous articles
So … let’s start the journey. What is our promise to our customers?
Now is the time to think it through. This is the start of the journey. Whether we know it or …
Why Nonprofit Executives should care about Master Data Management (MDM)
Do you struggle keeping 2 or more sources of data up to date with name changes, address changes, email updates, …
What is organizational culture?
Management guru Peter Drucker is credited with saying that “culture eats strategy for lunch.” It is hard to find any leader who doesn’t …
“The way your employees feel is the way your customers will feel.” ~Sybil F. Stershic
As corporate leaders, we make investment decisions all the time. We have investment formulas that help guide those decisions. All …
The Healthcare Experience Revolution
What if your goal (strategy) is to revolutionize the health care experience? I think most of us would agree there …
What is the future of Artificial Intelligence (A. I.)?
Statista on the Future of A.I. – “When many people think of the future of artificial intelligence, they imagine some …
SMART goals are attainable in transformation initiatives
Goals should be both realistic and attainable for the digital business. While an attainable goal may stretch a team in …
Bellhops lead the way in amazing customer service
How can you create more autonomy in your work environment? We know that engaged employees lead to engaged customers. Investing …
“This is the age where digitally empowered customers are driving firms to become customer-obsessed, digital businesses.” ~Eveline Oehrlich
There is a new imperative in business. Our technology partners, the traditional IT department, and the CIO all need to …
Sometime is now and somebody is you!!
When is the right time? Now is the time. You know it is true. Can’t someone else do this?This is …
What is this moment about?
It is so easy to be unfocused. The things to compete for our time are endless and getting more so …
How will you know when you’ve arrived?
How will you know “when you have arrived”? How will you measure progress? What does success look like? When will …
What does AT&T Gets for $85 Billion
What does A T & T get for $85 billion? Statista reports that “AT&T has made it official: The U.S. …
Can relationships be managed?
We have had “customer relationship initiatives” for a long time. Some have paid off. Many have not. Is it just …
Transformation requires being focused
In addition to be obsessed, the other essential ingredient to success in transformation efforts is focus. It must be recognized, …
Is it worth it to delight the weird?
Is it worth it to delight the weird? Seth Godin, as usual, nails it. It is not about being “average”. …
Why Amazon Gives so Many Perks to Prime Members
Free shipping, special deals, free video streaming and, since last week, free access to a selection of digital books and …
Leaders talk about customer needs and wants, not what the company needs.
What we talk about as leaders is important. It can’t be faked. Our customers and employees are listening. As leaders, …
Is it time to act like you are a global nonprofit?
You are a global nonprofit. Do you act like it? Your audience is 2.4 billion potential donors. You have international …
How do we know who the customer is behind all the devices connecting with us?
How do we know who the customer is behind all the devices connecting with us? We live a world of …
What is more important, advertising or amazing customer service?
How important is the experience that customers have with you? Before you answer, consider this: 40% of people began purchasing …
Faking the customer experience
If the product really stinks can you fake the experience to generate more profit? You can’t fake the real experience. …
Why a nonprofit focus and alignment around the donor experience is critical
A great donation experience with the development department doesn’t make up for a poor billing experience. The donor’s experience is …
In the age of communities, how important is our nonprofit brand?
What does your nonprofit stand for? What (and who) does it represent? Now, more than ever before, our brand is …
Meet the new nonprofit donor, digital and connected
We are beginning to know a new donor. These donors are a blend of the traditional, the digital and the connected. They …
What is more important, customer feedback or customer behavior?
We get feedback every day from our customers. They don’t open the email we sent them. They don’t buy a …
Are we witnessing the “last breath” of the donor funnel?
Over the years, nonprofits have developed various models to explain donor behavior. Most of the ones I have seen have …
The Smartphone Platform War Is Over
“While the global smartphone market is as competitive as ever in terms of manufacturers fighting for the consumers’ love (and …
“Technology’s promise is not simply to automate processes, but to open routes to new ways of doing business.” ~~MIT Sloan Management Review
Where did we go wrong in thinking that technology, in and of itself, would get us where we want to …
What will the workforce of the future look like?
What will the workforce of the future look like? Great question. It will be the same and it will be …
How should we organize ourselves to deliver a stunning customer experience?
Bruce Temkin does great work on customer experience. He has identified characteristics of mature customer experience approach. This is essential …
The customer has spoken: Every employee must be socially engaged
It doesn’t matter what industry you’re in or what position employees hold in your organizational hierarchy. It doesn’t matter if …
Are you On the Path to Omnichannel Excellence?
According to SAP’s recent “The Race for Omnichannel Excellence” report, consumer product brands are, on average, three years away from …
‘Ice Bucket’ Stewardship by Barb Newhouse, President and CEO of The ALS Association (guest article)
‘Ice Bucket’ Stewardship by Barb Newhouse, President and CEO of The ALS Association (guest article) In the summer of 2014, …
What do you do if you currently work for a leader that isn’t helping you?
What do you do if you currently work for a leader that isn’t helping you? That is a tough issue. …
Donor engagement is not about voodoo
Engagement is not about voodoo. It is however as much about art as about science. It also draws heavily from …
Implementation is one of the Four Keys to Nonprofit Leadership by Mark Roithmayr (guest article)
Today we focus of on “Implementation” the fourth and final key element in Nonprofit Leadership. While Vision, Constituencies, and Individuals get …
What is the one über competency for being customer obsessed?
We all need to be passionately focused on great customer experiences. This is the driving force for profitability. Is there …
How engaged employees create engaged customers.
Sam Stern at Forrester Research has some great ideas about hiring customer-centric employees. We know how important it is to …
Is managing the donor experience an art or science?
Is managing the donor experience an art or science? It is part art and part science and a whole lot …
Is the past killing our future? Do we have the courage to do the right thing?
There is a tough thing in life. We make business decisions and invest millions of dollars. Many times it doesn’t …
Is Donor-Centric Real or a Unicorn?
There is a lot said and written about being donor-centric and the donor experience. I am one of those who …
Leadership: Some thoughts on our challenging leaders
What do you do if you currently work for a leader that isn’t helping you? Michael Hyatt has some very …
Disruption 101: Transforming an Innovative Idea into a Sustainable Business
Are you a software company? Should you be a software company? Are you about to be disrupted because you don’t …
How You Need to Change Your Social Media Strategy
What Makes Successful Social Content? First of all have a goal that is measurable, as having a goal is critical …
Facebook has yet again changed the algorithm behind its news feed. What does that mean for online publishers?
Facebook has yet again changed the algorithm behind its news feed to the effect that its users will see more …
How will it end?
How will it end? There are many things about the customer experience we may not have the resources to impact. …
Is hope a strategy?
Is hope a good strategy? Generally hope is a a feeling of expectation and desire for a certain thing to happen. …
Fix Computer Security by Acting like Macy’s
Retail operations have very effective security. We should look at their approaches and design computer security in a similar fashion. …
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