Quality, effort and building good systems
This is right on target. Most of the time we forget about the value of good processes, systems and checklists. …
Category Archives: Digital Business
An opportunity to listen, learn, engage and improve the customer experience.
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
How do we drive cultural changes to reflect a customer-centric agenda?
Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. There is agreement …
How do leaders help people understand complex situations by describing things in simple terms?
Bruce Temkin at Customer Experience Matters has done a masterful survey on what distinguishes purposeful leaders. Purposeful leadership is key to …
How do we go about creating and empowering a mobile workforce?
Mike Capone is CIO SVP at Qlik. He serves as General Manager of an International HR/Payroll Outsourcing Business Previous – …
Was the experience fun?
In this day and age, we all should obsess over the customer experience. That is the focus that brings us …
What is the difference in focusing on the customer or focusing on operations?
There are differences on how to approach your business. You get to decide. How conscious is that choice? Has inertia …
10 financial questions for your potential business partner
If you’ve given any thought to starting a business with a partner you’ve most likely considered how you would split …
What is and isn’t working for the digital New York Times.
Most of today’s media “success stories” are about digitally “native” companies like Google and Facebook. Meanwhile, many of the great brands of …
Is technology just about “keeping the lights” on?
Is Information Technology a support area? The traditional, “keep the lights on” world of technology just won’t cut it anymore. …
Where does strategy start for the customer?
Kevin Schulman is founder and managing partner of DonorVoice, a company helps non-profits increase retention and donor loyalty with an …
Mobile is all about design for the user’s experience, not your own.
Reggie Henry joined ASAE in November of 1994. His responsibilities are to implement “exemplary” systems at ASAE that can serve …
Disruption is here or at least on the horizon. Will it visit you soon?
Disruption is here or at least on the horizon. The cost to start up and create new models of business …
Radical change and the need to become a truly digital business
Sharyn Leaver, VP, Group Director explains that today’s business environment has radically changed and the need to become a truly …
Will a recommendation engine enhance your unique selling proposition? It’s probably best to keep things simple.
Big data is great if in fact you have lots of data. Most of us don’t have enough data to …
The digital business and anywhere workers — recognizing the value of sourcing quality workers from anywhere
Part of becoming a digital business is a willingness to encourage employees to be more digital. One aspect of that …
How nine world-class CIOs focus on the most daunting challenge they ever faced.
The following is a condensed excerpt from the book Confessions of a Successful CIO: How the Best IT Leaders Tackle …
The connected customer is the most disruptive for you.
You are beginning to know a new customer. They are a blend of the traditional, the digital and the connected. …
Who wants to be your customer? Why will a digital approach outperform the current business model?
Businesses are being disrupted at every turn. Much of the disruption has to do with successful use of digital approaches. …
The good, the bad and the ugly of customer service
I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …
Millennials want to understand why they should do something – the overall objective, goal, or purpose.
Much has been written and said about millenials. Here are some good ideas from Eric Holtzclaw on “millennial” motivation. They …
What is king of social media among all content types?
Video is becoming king of the social world. Studies indicate that over 50% of Americans watch user-generated video at least …
Is customer experience just for the private sector? What about nonprofits?
Customer centricity and customer experience is often associated with steps that companies in the private sector can take to build …
Temkin Group eBook: Humanizing Customer Experience
Temking Group eBook: Humanizing Customer Experience The Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, …
Why is our culture, processes and customer experience competencies important?
Customer experience is not just a single thing that is turned on and then you are done. It is easy …
What should we do about information chaos? Is there a way to use information as an enabler of our digital journey?
There is a great level of chaos when it comes to our data and information associated with it. It is …
Three questions to think about when it comes to changing how we work with customers.
Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …
Why should I try to run a better meeting?
These are great and well worth reading and implementing them. The key is in the doing. We can make a …
Chris Bruzzo, Electronic Arts Chief Marketing Officer with Brian Solis on how data and machine learning are helping EA future-proof the brand
EA CMO Chris Bruzzo joins digital analyst, futurist and best-selling author Brian Solis to discuss how data and machine learning …
Why is customer experience important?
Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …
What are the first steps of a digital change strategy?
There are some things we should frame as first things first. When thinking through digital change it helps to clearly …
How do we get started on the customer experience change journey?
Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on …
What involvement does the C-Suite have with customer experience initiatives?
Executive leadership and all the members of the C-Suite need to embrace the vision, goals and strategies associated with bringing …
Why does optimizing the customer experience need to be a holistic and integrated must?
Optimizing the customer experience is a must for the whole organization. We need to see the whole customer, not just …
Who is in charge of the customer experience?
Who is in charge of the customer experience? The customer dictates both the what and the how of their experience. …
Why does the customer experience matter? Why is it at the top of the corporate agenda in almost every business?
Why does the customer experience matter? Let’s first look at why customer experience matters. We all know the obvious answers …
What are the six laws of Customer Experience? | Temkin Group Video
This video from the Temkin Group explains The Six Laws of Customer Experience. By understanding these fundamental truths about how people …
What is smart data? How can we make it actionable?
We live in a consumer world where more and more there is an expectation that companies and nonprofits have the …
What about some fresh eyes looking at things?
Things in every company, to some extent, get on auto pilot. There isn’t anything wrong with that. It just happens. …
Customer journey mapping: Knowing and involving the customer
Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …
What is “digital transformation”? Is it just a buzzword?
It is helpful to be able to define things. We hear and read a lot about “digital transformation”. I am …
Is digital customer engagement about voodoo? Is it art? Is it science?
Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …
What are customer journey maps and what can you do with them? What about design and emotion?
Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …
What is the main point of building the digital business and the customer experience?
What is the main point of building the digital business and the customer experience? It is not to spend a …
Customer experience and customer journey mapping – An overview
Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …
What about emotional connections and the customer experience?
Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …
Are you showing up in the right places with the best designed experience to create an enjoyable, simple and relevant experience as possible?
As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …
Here is a way to think of change. Improve or die?
The pace of business continues to change and move faster and faster. That is clear and it requires that we …
Customer experience: Can it be managed?
There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …
What are the customer experience gaps? How can we close them to connect customer and business value?
The are always huge gaps in the experience that our customers are having. In the digital world, this happens at …
Digital Business