Customer Experience Indexes: Modern Thinking
Hopefully you have a customer experience index that you use to give you insight. We get wed to them and …
Author Archives: Michael Wilson
Dear CEO, does your B2B website need a “how to buy from us” page?
This is something always stunning about simplicity. I don’t think this too simple but it seems to be pretty basic. …
Anxious About What’s Next? Here’s How to Cope.
How do we handle our anxiety in the perilous days? Here is some insight on anxiety and great suggestions. This …
My Manifesto: Experience Matters [Bruce Temkin]
From Bruce Temkin: In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in …
Are You Pushing Yourself Too Hard at Work?
Here is some great insight we all should pay attention to in our lives. God rested on the 7th day. …
What Happens When Your Career Becomes Your Whole Identity
It happens way to easily. It is a slippery slope. Too many of us go down this path. Here is …
Why Do The Best Leaders Downplay Pressure
Here is some great insight from Lolly Daskal on the value of pressure. All leaders feel pressure. You may experience …
New Research Shows Strong ROI of CX
The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. …
How tech leaders can fully embrace digital marketing
Christine Telyan, CEO of global tech company UENI, managed to move from 100 business sign-ups per day to 3000 in …
Don’t Be Afraid to Disagree in a Job Interview
Should you disagree in a job interview? When you’re interviewing for a job, you typically have one primary goal: impress the …
The Best “Creative leadership” Quotes of “Digital Master”
Here is a set of “Creative leadership” quotes in “Digital Master.” 1 Creative leadership can be described as “Adaptability meets Agility” …
Reflecting On 6 Principles Of Success | Lessons from Bruce Temkin over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement.
From Bruce Temkin. This is am amazing summary well worth taking to heart as a roadmap to success. Given the …
Do we need to think differently about our projects?
Project management is very important. But beyond budgets, milestones, scope documents and all the PM process we get overwhelmed with, …
Customer Experience Leaders outperform the broader market. Are you a leader or laggard?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
How many event participants have registered who don’t raise a penny? What can we do about it?
Paul Ghiz leads one of the nonprofit industry’s most successful enterprise fundraising software and services companies, Global Cloud, makers of DonorDrive …
Are you riding the social media bullet train?
It is a full scale social revolution. So some questions: Do you have accounts on all the current social media? …
Where is your organization chart taking you?
You have to love this funny chart but also Seth Godin’s great questions in his blog. Is it because it …
Are we ready to cross the chasm?
Dan Gillett is the former CEO of Kimbia. Kimbia’s online fundraising platform enables nonprofits to find, convert and retain more …
How to Make Hot Desking Work for Your Small Business
Just like humans outgrow their clothes, expanding businesses outgrow their workspaces. Finding the right size office for your company can …
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.
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
Our focus needs to be on doing something that improves the customer experience.
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Do leading indicators produce the results you want to achieve?
SMART goals are very important. They set the direction and tone. How they will be achieved (strategy) is equally, if …
Is even 2 pieces of unified data more powerful than one?
Even 2 pieces of unified data is more powerful than one. Having a plan for the most valuable sources and …
Collecting data is of no value if it doesn’t lead to insight.
Data is very useful if it allows us to understand our customers better. Collecting data is of no value if …
Microsoft is winning the techlash
Here is a great article from Axios: Microsoft is winning the techlash The tech industry is feeling the pain of …
What if we spend our time on the passionate people, who know that their money is making this thing happen?
There is a case to be made for transparency. Nonprofits are naturally conflicted about how much to say. Donors are …
Does past performance guarantee future results?
Let’s start with the facts. In a 10-year study of 1,500 corporations with the biggest market caps, three noted business school professors …
Being the Boss: The 3 Imperatives for Becoming a Great Leader
Linda A. Hill and Kent Lineback, authors of “Being the Boss: The 3 Imperatives for Becoming a Great Leader,” describe …
The true cost of customer response
We ought to count the cost. Is it worth it to provide a horrible or even mediocre customer experience? What …
How can we improve donor loyalty at non profits?
Loyalty and donor renewal wins the day. Here are some great ideas on what to track. There may be a …
Who will lead the digital charge in our company? Who will be the champion and evangelist?
Many of us face interesting questions. The are, at the core, questions of leadership. Who will lead the digital charge …
Is you nonprofit this transparent?
This seems like a super idea from GuideStar. Transparency in the nonprofit sector is important. It would be great to …
How Jack Dorsey plans to change Twitter
In an effort to make Twitter a healthier place, CEO Jack Dorsey said the company is looking to change the …
Do we have a workforce computing strategy that enables the business goals?
Is hope a good strategy? For many of us in business, it seems to be on some days. We can …
Is turnover more than a rare occurrence in your organization?
Today’s guest blog is from Andrew Jackson. Andrew has spent the last 30 years building and managing technical service companies. …
Our customers are demanding a better and seamless customer experience.
How important is it to provide our customers a seamless experience? Is the experience they have today better that it …
What drives the bulk of internet traffic?
This is amazing. Ever-increasing download speeds, file sharing and the growing adoption of high quality online video are expected to …
Are you ready to “life track”?
Who would have thought of a whole category of applications called “life tracking” would come into existence. Here is a …
How to adapt to not only react but lead customer experiences before they fall to digital darwinism.
Jon Swartz is a veteran technology reporter based in Silicon Valley currently covering emerging and disruptive tech at USA Today. …
How important is the grounding of goals within a time frame, giving them a target date?
The fifth criterion for SMART goals stresses the importance of grounding goals within a time frame, giving them a target …
Is it possible to be too connected in this digital age?
How often does the social media monster swallow you whole? More than you may think, according to Red e App, …
Is the big deal understanding the connected generation?
What qualifies as digital alienation for the CIO and the digital executive? Is it about “age” or is about being …
Does breaking jobs into tiny pieces yield better, faster, cheaper work — and greater flexibility for employees?
Tom Malone, professor at the MIT Sloan School of Management and author of the HBR article “The Age of Hyperspecialization,” …
How customer focused are our employees on any given day?
Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engaged customers. …
4 Reasons Good Employees Lose Their Motivation
The employee experience and employee engagement is a huge issue related to the customer experience. Unengaged employees have a direct …
Is it the end of business as usual?
Change is tough. We know we need to but can we really do it? Have we reached the end of …
Are you inspired by technology or overwhelmed?
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
What is your business model and change management approach for becoming a digital business?
The world is changing faster than we can keep up. What we know and perhaps dread is the fact that …
Can I be shrewd enough as a business leader?
We live in a digital world. We are moving from doing digital to being digital. Our business is essentially “eBusiness”. …
Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable change.
Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable …
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