Is it time to widen our view from generations to connected donors?
We are beginning to think about engagement in terms of is it social or is it mobile? If our nonprofit …
Author Archives: Michael Wilson
How do consumers expect to connect with us?
You know technology is moving fast. So are customer expectations. Adoption of multiple devices is now the norm. I connect …
Salesforce.com Seeks Nonprofit Input on Specialized Software
Cloud-computing company Salesforce.com is soliciting input from nonprofits on how to tailor its programs to meet charities’ needs, the San …
Who “owns” the nonprofit donor?
Do we own our donors? Are they “the property” of the Development department? Are gala attendees interested in our mission …
Did that experience “really stink” or was I dissatisfied?
In a recent speech, Bruce Temking gave at the Customer Experience Professionals Association (CXPA.org)CustomerSpark event in Dallas, he talked about the importance of focusing …
To reach our goals, make a mental movie
One of the core characteristics of the customer obsessed digital executive is purposeful leadership. This leadership is both purposeful and …
The Four Keys to Nonprofit Leadership by Mark Roithmayr (guest article)
The Four Keys to Nonprofit Leadership by Mark Roithmayr Recently much has been written about the coming Tsunami of baby boomers …
CEOs: Before calling for more digital innovation – answer 3 essential questions.
We all want to be more innovative. We embark on a new “very big deal” approach. It is highly visible. …
Get ready for a new generation of donors
Are we ready for a new generation of donors? Nonprofit executives, meet the Millennials. Millennials, meet XYZ nonprofit. Oops, there …
Why do we need to create a framework for the lifetime value of customers?
Creating a customer value framework, which includes calculations of Customer Lifetime Value (CLV), is an initiative that is extremely valuable …
Destroying Non-Profit Database Industry Myths — Guest blog by Fielding Yost
Guest blog article by Fielding Yost — CEO of Saturn Corporation Non-profits have fallen into a trap when it …
The Evolving Role Of Business Architecture. Are we doing the right things?
Am I doing the right things? It is an essential question. It is certainly different from doing things right. The …
Am I ready for disruption?
Am I ready? Am I ready for someone else to disrupt my company? Can we disrupt ourselves? These are essential questions for …
Your passion for your mission and your donors can turn you into a hero
You have a passion for your mission. You want to do the right thing for your donors. You believe …
Is the staff structure important to the donor experience?
Structure is important to the donor experience in the sense that in architecture, “form follows function”. When you know why …
Why customer data is useless without insight?
Data is wonderful but in and of itself, we know it can be useless. Data about our customers is very plentiful. …
Define Donor relevance by how relevant the Donor experience is
The donor journey is evolving (albeit very, very fast). That shouldn’t surprise us but it is good news. We haven’t …
In the world of customer experience, what does the path look like?
Customer experience does matter. It isn’t easy to get there but a road-map does exist. Temkin Group’s research shows that companies …
The Untapped Value of Employee Engagement
There is tons of data to show that engaged employees create engaged customers. Consider this about engaged employees: Always try …
Employee engagement is foundational to donor engagement
Employee engagement is foundational to donor engagement. It is highly unlikely that an employee who hates their job or who …
Are we denying the facts about the current donor experience?
This happens way too much. It clearly isn’t helpful to deny the facts. It is also important to actually know …
“Most of what we call management consists of making it difficult for people to get their work done.” ~~Peter Drucker
It is time for us to change our approach to management. Mr. Drucker suggested that a long time ago. Some …
It’s time to fasten your seat belt. The nature of the donor experience is changing very fast.
Traditionally, the fundamental focus of the nonprofit has been to market, solicit and service donors. This has become known as CRM …
What is encryption and why is it important? This is not Apple vs. the FBI.
Encryption is important. Many companies and individuals take advantage of the benefits of encryption. No one has every suggested it …
Is the lack of digital talent a comment on our leadership?
There has been a pervasive belief that IT (Technology) doesn’t matter. That IT is a commodity to be managed at …
Why should I invest in improving the Donor experience at my nonprofit?
It is reasonable to ask, if my nonprofit invests in the donor experience, will it work? This question drove Watermark …
What middle managers really think about the customer experience.
Middle managers face a big squeeze in the focus on the customer experience. Senior management has a vision. Current operations …
Are we disillusioned about what customers really think?
The Digital Executive is so passionate about Customers that they live for executing a strategy that creates value for the “bottom line”. …
Why is asking unstructured questions important in “voice of the customer” programs?
We are focused on our customers. We are making the transition to understanding the goals and needs from their perspective. …
CIO 100 Award Winner, Steve Bergman, joins Fortium Partners
Dallas, TX February 17, 2016 – FORTIUM PARTNERS, the world’s fastest-growing provider of business technology turnaround and leadership services, announced today that …
Is where you are going strategically clear enough for everyone?
SMART goals are specific. Does your goal sound too general? It is probably not a SMART goal yet. The aim …
Guest Blog: Lisa Bowman — Corporate to nonprofit: a marketer’s journey and the lessons learned
Corporate to nonprofit: a marketer’s journey and the lessons learned By Lisa Bowman – Executive Vice President and Chief Marketing Officer …
What does the collaborative economy look like for customers and partners?
There is a lot that goes into collaboration with customers and partners. It can be transformative. Rachel Botsman, Partner, Collaborative …
What I remember about the experience is the main thing. Or is it?
Is what I experience the most important thing? Perhaps it is what I remember. What I remember is the thing. …
In the Internet of Things, are you ready to take control in your self driving car?
The Internet of Things is all the rage. Are you ready? My thermostat is one thing, my car is another? …
What are the current mobile and app marketing trends?
Forrester has released its mobile predictions for 2016, highlighting how mobile will act as a catalyst for business transformation and …
Why is changing culture like baking a cake?
Culture is difficult to change. Changing it is painful. Nothing in the world is worth having or worth doing unless …
Why is employee engagement foundational to customer engagement?
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
What are the seven stages to embracing customer insight data in a world obsessed with customers?
It isn’t easy to change. None of us get there overnight. There is no road to Damascus conversion, so to …
What does the future of customer service look like?
There is a huge emotional component to great customer service. In an American Express Service Survey, when 1,620 consumers were …
Does an ounce of prevention make a difference in the customer experience?
We have many opportunities each day to create a positive customer experience. That should be the norm. We should focus …
How has Facebook fared in its risky move to mobile?
How important is mobile? Let’s look at Facebook. They show what can happen if you focus on the transition. They …
Customer experience focus suggestions
Bruce Temkin has labeled 2016 as The Year of Emotion. Emotion is many times missing from our experience equation. How an …
7 Wonders of Effective Customer Experience Leaders
7 Wonders of Effective Customer Experience Leaders CustomerThink has identified seven principles of simple, powerful, natural gifts that we’ve all …
The problem with Facebook is?
Facebook is a complex ecosystem of individuals, creators, brands and advertisers. The problem is the only way Facebook has found …
How to make employee engagement a key metric
When employee engagement becomes foundational to how you do business as a part of people initiatives, it will become a …
5 Fundraising focus areas for 2016
There are lots of ideas vying for our attention. As development executives, where should our focus be right now? Exceed …
Digital goals are lagging indicators
Lagging indicators is a concept used a lot in the economic world. For the digital executive, it is important to …
Is omnichannel the new black?
How important is a 360 degree view of the customer? Is 340 good enough? Is there such a thing as …
What are the fastest growing iPhone app categories?
Over the past few years, smartphones and tablets have completely changed the way we interact with media. We may still …
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