Interested in a Voice of the Customer Program? First build executive support
Interested in a Voice of the Customer Program? First build executive support. Those who have gone through the process all …
Category Archives: Digital Business
This year’s Nonprofit Benchmarks are big
This year’s Nonprofit Benchmarks are big! So big, that M+R has a great video to bring them right to you. M+R …
Build a digital Nonprofit Ecosystem Focused on the Donor
Building a digital nonprofit is about building an ecosystem, not just a few isolated initiatives that have no impact on …
Remember the Kodak moment? It is now the Instagram moment.
Remember the Kodak moment? It is now the Instagram moment. Great short video from Brian Solis promoting his new book, …
Digital disruption and successful digital success stories
We are living in a world of business disruption. What does digital success look like? Uber, the world’s largest taxi …
Should you add things to your to-do list you’ve already done, just to cross them off?
I am a fan, to some extent, of to-do lists. I know of people who add things they’ve already done, …
Am I experimenting enough?
End of the day question: Am I experimenting enough? Answer? Probably not. Here is the challenge. How do I experiment more? …
Customers hold more power than ever before
If we don’t think customers are more powerful than ever before, just ask Bank of America or Netflix. Both are …
How am I doing compared to a magical unicorn?
How am I doing compared to a magical unicorn? We love to compare ourselves to those we know we are …
Are you leading a digital transformation?
Breakthroughs often begin by thinking differently about the company’s mission. Pages Jaune, the French Yellow Pages, was losing business as …
Do we know, remember and serve our customers?
We can know who our customers are. We can know and remember a lot. Customers expect us to know, remember …
What is your strategy for the “Age of the Customer”?
Our world has changed. The customer is in charge. The customer has a voice and can be heard by thousands …
Computers are magnificent tools but ….
There is the human factor. How do we do at work creating a spark of spirit and enthusiasm? Do we …
Am I making it safe for my employees to try things?
Am I making it safe for my employees to try things? We hear a lot about risk taking. That sounds …
5 questions to ask about your customer focus
Whether you are a business leader of a department or the CEO, these questions make sense to ask and get …
Where does trust come from?
Here is a great question. Where does trust come from? We all want it. It isn’t always easy to get …
Are the number-cruncher days numbered?
OK, full disclosure. I have a Bachelor of Arts degree. Yes, I went the Liberal Arts route in college. This …
What’s Your Organic Reach on social media? Does it matter anymore?
Huge shifts are occurring in how to reach consumers in social media. The bias of the algorithms has clearly shifted …
Forrester’s Customer Experience Index, Spring 2015: The Start of A Whole New Ball Game
Here is some interesting news regarding the customer experience. Of course, it is about loyalty and profitability. What else would …
Why Content Goes Viral: What Analyzing 100 Million Articles Taught Us
These are some great ideas back up by lots of data. Always pleasurable to see facts in addition to opinions. …
Your website is about to lose 50% of all traffic thanks to Google
We all know we need to have moved into a mobile world already. It is on our “to do” list. …
You Call That Innovation? Maybe it is just change management
Everybody is on the innovation bandwagon. It is the “buzzword” of the year. Unless what we are talking about is …
Blending Direct and Digital Campaigns
Many times we naturally think either / or. It is either digital or direct response. Seeing it as yes / …
Leadership lessons from "Men in Black 3"
Here is a pretty good list. I enjoyed the movie “Men in Black 3” a lot. Who knew I would …
Is your job to generate stunning results that drive the top line?
Is your job to generate stunning results that drive the top line? Is your job to keep the trains running …
What are 3 words that can kill a business?
What are 3 words that can kill a business? Not my job!!
Customer Experience Trend: Software as an Experience
One of the big trends we are seeing in the world of customer experience is a focus on the experience …
Powerful stories have impact. What are we telling our self?
Seth Godin has some great thoughts on the stories we tell. The ones we tell ourselves are so very important. …
What is the danger of starting at the top?
It is so easy to fall into the trap of starting at the top. As a buyer of solutions when I …
Is it about checking the box called training or is it about learning about how to improve the donor experience?
Is it about checking the box called training or is about learning? It is actually about both but many times …
The power of mobile and the digital world in our pockets
It is hard to imagine a world without mobile computing. It’s funny to think back to when getting excited about …
What is the Customer Experience Index? Why should you care?
Is it ok to your investors to ignore money on the table by providing a mediocre customer experience? Kerry Bodine, …
Transforming the donor experience at our nonprofits
Donor experience transformation is about making fundamental changes in how business is conducted at our nonprofit in order to help cope …
Digital Business Transformation is not an optional Strategy. Now is the time for the courage to lead and the wisdom to listen.
As digital executives, we need the courage to lead a digital transformation and we need the wisdom to listen to …
Customer experience trend: The rise of text analytics
Companies are learning that some of the richest insights from customers come from unstructured content like comments on surveys, calls …
Creating a personal leadership brand
I have seen several variations on what this article calls a “leadership brand”. The statement is phrased as “I want …
5 questions to consider for digital business transformation change
Change isn’t easy. Change, in fact, is hard. Here are some questions to think about. Do we have the right …
Can you see your company through the eyes of a hacker?
It is time to see ourselves from the vantage point of our enemy. There may be a number of reasons …
What is the future of customer surveys in our brave new world of customer experience?
What is the future of customer surveys in our brave new world of customer experience? As more companies thirst for …
New ways to think about engaging nonprofit donors
Donor engagement is a very dynamic and ever-evolving journey. Drawing on several fields of study, donor engagement primarily centers on …
What is the best advice you ever got?
We all get lots of advice over the years. If you looked back on it, what is the best advice …
How do employees learn how to focus on the customer experience?
Learning how to create amazing customer experiences doesn’t happen by magic. You can hire for the competencies in many cases. …
The bad news of digitization of data. Have you assessed your cyber security risk?
There are huge gains to be made from digitizing our business and data. We are all enjoying the benefits. Our …
Why Customer Experience? Why now?
Why should we be concerned about the customer experience? What difference will it make? The challenge is, if not now, …
Why personalized customer experiences are the norm now
As marketers, we all know it is true. The game has changed. Customer expectations are that I will have a …
Are we big enough to apologize for firing people because of our incompetence, not theirs?
When I read this I was stunned. It is the right thing to admit this, but I have never heard …
Apple and Google Lead Software Industry in Customer Experience
The customer experience is gaining traction and measuring it has become critical. From a personal point of view, it isn’t …
Guest Blog: Chris Clarke — Creating a message as clear as our mission
Chris Clarke is Habitat for Humanity International’s senior vice president of marketing and communications. Clarke’s responsibilities include promoting and safeguarding …
How should we measure results for our customer strategy?
Let’s talk a little about customer measurements. 2 measures have gained traction in the last few years. One is Net Promoter …
Are we willing to say "no"?
Now this is pretty big I think. And … I agree that we rarely pay attention to it. We must …
Digital Business