Unified data and a unified experience is supported by an Omni-Channel approach
Unified data and a unified experience is supported by an Omni-Channel approach. Omni-channel creates a unified approach seamlessly across channels …
Category Archives: Digital Business
Humanizing Digital Interactions model
Here are some highlights from a recent Temkin Group Report: They developed The Human Conversational Model, which is made up of …
Why The Best CEO’s Invest in Customer Experience
Customer experience is a hot topic for companies of all sizes and industries. Here is a compilation video for you …
This is an ecosystem built for data, insight and action
Resist the temptation to focus and organize around silos. While silos can maximize a part of the system, they sub-optimize …
Digital Transformation at Organizations – Connecting Boardroom objectives to IT re-platforming
Transformation is all the rage. The Board of Directors is probably interested. Connecting Boardroom objectives to IT re-platforming is essential. …
“We have a strategic plan. It’s called ‘doing things.’ ” ~~Herb Kelleher
I don’t think I would advocate not having a strategic plan but they probably could be simpler than we make …
Am I more powerful than I think?
And so … Seth’s wisdom is always helpful. “You are more powerful than you think It’s bigger than you Leaders …
Unifying Online & Offline Customer Data for a Consistent Experience
The challenge of creating meaningful relationships is complicated by an abundance of data from both online and offline sources, as …
Employees will provide an amazing customer experience. What should I focus on today?
When it comes to the customer experience, it is important to think through very carefully what will employees actually do. …
What is the (ROI) return on the investment in the stunning?
There comes a time where we have to make a decision. What will we invest in? It is a serious …
Why Customer Experiences should be intentional
As a digital executive, design is important. What is being sold is important but the experience the customer has in …
“If you have more money than brains, you should focus on outbound marketing.” ~~Guy Kawasaki -Apple
Do you have a strong inbound marketing program? Are you devoting more resources to it than last year? If you …
Our customers are empowered and we can’t control that
Consumers are absolutely empowered through technology now. That means your customers are as well. It has happened and it is a …
What is our responsibility to engage employees in the customer experience obsession?
It is a leadership responsibility to engage employees in our customer experience obsession. We know it leads to higher levels …
Why being customer obsessed and focused improves transformation
Being obsessed and focused is not an either/or kind of thing. It is “yes/and” at its core. We need to …
“To win in the marketplace you must first win in the workplace.” –Doug Conant
Much of life is about habits. Really great habits make for an engaged workforce committed to stunning customer experiences. Here …
The Human Conversational Model (Infographic)
In the report, Humanizing Digital Interactions, the Temkin Group decoded successful person-to-person interactions as a step in developing the Human Conversational Model. …
“Shun the non-believers and sell to people who want to go on a journey with you.” ~Seth Godin
Will everyone but what I am selling? There is a huge percentage of the market place that doesn’t buy what …
Future of Work – Is AI being over-hyped?
Axios reports that we are in a robot-and-artificial intelligence bubble, and experts are starting to push back. Among their gripes: …
Employees are more engaged when you ask for their feedback and act upon what they say.
There are a couple of things that really create un-engaged employees. The first one isn’t that difficult to do. That …
Brian Solis on Innovation and Perspective
Brian Solis takes a break from his X book tour to share his thoughts on innovation and why we need …
Is your Sales Process Still Out of Step with the Buyer’s Journey?
With this wealth of online information at their disposal, buyers have the opportunity to research vendors and solutions long before …
Economics of Net Promoter Score. Does it make a difference?
As executives, we are always faced with the question of will improving the Customer Experience make a difference? A number …
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
The pain of a collision with the expectations of a customer gets my attention. I can’t afford to lose anyone. …
The Importance of Culture in Digital Transformation and “the human quotient”
Two of the most promising drivers in digital transformation are EX and CX (employee experience and customer experience). At Oracle’s …
Lead your Digital Transformation – No Fancy, Schmancy Job Title Required!
We all have a chance to lead. Every business, nonprofit, department, government agency, and school must transform to the new …
Most CEOs Can’t Lead A Digital Transformation
I am a big fan of Jim Collins. It is nice to hear again about his influence. It is also …
The US government’s requirements for passwords has changed
This makes sense. Password security needs an overhaul. Let’s see if this takes off. It might be getting easier to …
Corporate Culture Dictates the Success or Failure of Digital Transformation
We know it is all about the culture. Am I willing to tackle the issue? Am I will to put …
“You’ll attract the employees you need if you can explain why your mission is compelling.” ~Peter Thiel
Why? That is the big question to answer and then shout it at the top of our lungs to everyone. …
Why did I start this journey in the first place?
Transformation isn’t easy. We all know that most transformation initiatives, of any kind, fail. The reasons are well known. Too …
Building a Strong Voice of the Customer Program (Video)
Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the …
Understanding your Digital Business Model by its Business Functional Requirements for Operational Technology
Am I focused on making this goal or process or people issue supported by a digital component? Am I thinking …
“You manage things; you lead people.” ~Rear Admiral Grace Hopper
Transformation is all about the people. The people who lead and the people who have to implement the change. As …
What is really important around here?
Senior management gets behind lots of things. There are plenty of culture change initiatives. Some of them are real. A …
We fired all the troublemakers six months ago … around the time this company generated its last original idea.
Can I tolerate dissent of opinion? Who generates the most innovative ideas? Do I have enough people like that at …
“Highly engaged employees make the customer experience. Disengaged employees break it.” ~Timothy R. Clark
Do I believe that highly engaged employees make a difference in the customer experience? There is plenty of evidence and …
How are nonprofit’s measuring multi-channel campaigns?
We hear so much about the importance of sending multi-channel campaigns and integrating direct mail, email, social and website messaging. And I see more …
Cvent reports that on average, customer retention rates are 18% higher when employees are highly engaged.
Highly engaged employees lead to loyal customers. Study after study reveal this simple fact. So … Cvent reports that on …
“When people go to work, they shouldn’t have to leave their hearts at home.” –Betty Bender
Work and success is about passion for what we do. We get up and go to work for a reason. …
Am I willing to prioritize customer experience investments to keep my promise?
We have made promises to our customers. They may not have been well thought out but we have made them. …
The C-Suite and IT Need to Get on the Same Page on Cybersecurity
A recently published global survey of C-Suite level executives and IT Decision Makers (ITDMs) revealed a large gap in assessments …
"The common question that gets asked in business is, ‘why?’ That’s a good question, but an equally valid question is, ‘why not?’" ~~Jeffrey Bezos
It is all about the question most days. As leaders, we get to ask the questions and help everyone focus. …
Think digital is a big deal? You ain’t seen nothing yet. When, not if, will you change your strategy?
Some days the message comes through load and clear. If my company is “digital” yet, I am way behind things …
Converting Crowdfunding Donors: Using Data and Testing to Drive Long-Term Engagement
There are days I ask myself, what happened to the annual campaign and a core of loyal donors? There aren’t …
All this technology is making us antisocial … or is it?
Who says history doesn’t repeat itself.
An “Omni-Channel” Donor approach will make a difference
Unified donor data and a unified experience is supported by an Omni-Channel approach. Omni-channel creates a unified approach seamlessly across …
Temkin Well-Being Index for U.S. Consumers Jumps To Highest Levels
The Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, they track …
Will I act on the customer insight if I get it?
If I get insights from customers, is my leadership team prepared to act, based on the insights? If yes, proceed …
6 Reasons Why Most Fundraisers Don’t Know Their Donor Retention Rate
Donor retention is the key to successful fund raising at non-profits. It is essential to being cost effective. Acquiring new …
Digital Business