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 …
Category Archives: Digital Business
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. …
What are The Most Popular Apps in the World?
As we have recently learned, smartphone users in the United States spend more time using apps than ever before. On …
Individuals are one of the Four Keys to Nonprofit Leadership by Mark Roithmayr (guest article)
Welcome back to the fourth in the series of blogs on Nonprofit Leadership namely Vision, Constituencies, Individuals and Implementation. Today …
From a millennial to nonprofits – Can you give us bold and robust?
This is a stunning way to see what can happen when you are a digital nonprofit. It is a challenge …
Social Media is about the customer, not us
We all know that the social media scene is shifting fast. What we may think is a trend may have …
Most Cyber Attacks Are An Inside Job
According to Statisa, “Cyber attacks are a constant threat to businesses around the world with vast sums of money being …
Why Digital Transformation Must Begin with You
We can agree that transformation is mission critical. Our business survival may depend on it. Where does it all start? …
Social networks are very mobile friendly. What does that mean for your content?
We all know that mobile has become a huge part of being a digital business. We may not be aware …
What kind of business technology scorecard do you use?
Do you have a scorecard that translates your key goals and strategies in a way that drives performance? Have you created …
Why don’t donors don’t always give year after year?
The challenge is that donors don’t always give year after year. Donors staying loyal is the exception, not the rule. …
Twice the Time – Same Number of Apps
“These days, smartphone users have millions of apps to choose from. But how many apps do they actually use? According …
Lack of Accountability: Is it the enemy within?
Are we our own worst enemy? As we build a digital business, what is a very important people issue not …
What are the rules of employee engagement for a great customer experience?
More and more, we are beginning to recognize that a key to the customer experience is highly engaged employees. Gallup …
What are the fundamental elements for the digital C-Suite?
If you are a member of the C-Suite or a senior manager, what does it really mean to “be digital”? …
What does it take to win in a post-digital world?
The pace of change is stunning. Consumers have now moved from feeling empowered by digital technology to being entitled to …
Who Owns Enterprise Analytics and Data? How about the CEO?
This is a very interesting suggestion that the CFO owns enterprise analytics and data. My sense, while it is well …
Constituencies are one of the Four Keys to Nonprofit Leadership by Mark Roithmayr (guest article)
Welcome again to our ongoing series on the Four Keys to Nonprofit Leadership namely, Vision, Constituencies, Individuals and Implementation. This …
Is it all about transformation? What about agile initiatives to solve urgent problems?
I am an advocate for transformation. I am also an advocate for speed. There is work to be done that …
How do you create a digital business when experienced leadership is hard to find?
Teamwork is essential in business. Volumes have been written on it. There is current a dearth of digital leadership due …
Will a satisfied donor renew their gift?
Let’s start with the premise that many donors are not engaged, committed and will probably not renew their gift. You …
How Smooth is the Path for Mobile Customer Support?
Consumers who are inseparable from their smartphones and apps increasingly represent the average customer across industries, placing pressure on companies …
Improving the donor experience so as to never fear it being shared
Our donors are sharing experiences they have with us. This profoundly influences the journey others they know will take and …
Johnson & Johnson’s CIO Leverages A Proven Blueprint For Success In The First 100 Days
When you take on a new leadership role, there is a definite honeymoon period. As leaders we know it and …
“If it was easy, you would have already achieved the change you seek.” ~Seth Godin
Seth Godin makes a great point here about transformation. It is hard work. It is about changing the way we …
Twitter Struggles to Reignite Its Growth Engine
“When Twitter reported its first quarter earnings this week, those who had hoped that the company finally found a way …
Competing departments are holding back digital transformation
The CEO has to lead the way on this. The CEO has to build the culture. Silos always exist. There …
Stunning experiences will lead the way to meaningful donor engagement
We are ready to open our mind, our heart, and our imagination to create new journeys and experiences for our …
Digital Business