What does innovation look like?
Below is a guest blog from Rick Johnston. Rick is consultant for multiple nonprofit organizations; interested in providing digital strategy …
Previous articles
How much of customer experience management is art or science? Is it about voodoo?
Customer experience is not about voodoo. It is however as much about art as about science. It also draws heavily …
Have employees gone through some “training,” but are never “trained”?
Is it about checking the box called training or is about learning? It is actually about both but many times …
What should I stop doing today? My new to do list!
I am a big fan of list of things “to stop” doing. We all have “to do” lists but we …
How do we start creating a culture of accountability around all initiatives?
The most important issue for any planning and execution system for the digital executive is accountability. Without accountability, not much …
Do Voice of the Customer (VoC) programs provide valuable feedback?
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
Now is the time for members of the C-Suite to get active, develop your “social voice” and begin connecting
There is a fast growing perception that your nonprofit’s CEO and C-suite leaders will be active on social media. The media …
Why?
Why is important. It is in fact the starting point. Without it, our business, is just another commodity. Plenty of …
A Journey to the Center of the Internet
Andrew Blum is an author, journalist, and speaker. His new book, The Weather Machine: A Journey Inside the Forecast, will …
“In preparing for battle, I have always found that plans are useless, but planning is indispensable.” ~Dwight Eisenhower
Woody Hobbs is an experienced executive who has served as CEO of several information technology companies and also as a …
How Customer Satisfaction Survey Questions Can Help You Retain Customers
The difference between the ROI of retaining a customer rather than acquiring a new one is startling. It’s been said …
The Body, Mind, and Soul of Digitally Evolved Organizations
Corporate culture can help or culture can hold things back. At the end of the day, culture rules and culture …
Happy birthday internet! How does it feel to be 30?
Originally posted on Power of the Holy Spirit:
Wow. 30 years ago the internet was born. On March 12, 1989, Tim Berners-Lee issued the first…
A central question to answer as a digital executive is “Is my company ready to be disrupted?”
A central question to answer as a digital executive is “Is my company ready to be disrupted?” Critical to this …
How can the five why’s help find the root cause?
Eric Ries, entrepreneur-in-residence at Harvard Business School, explains how to find the human causes of technical problems. He suggest using …
Inside the mass invasion of your privacy
Here is a stunning summary of what is at stake with privacy from Axios. We know we have a problem. I’m sure …
Are we working too much?
Are we working too much? What happened to the 40 hour work week? Do you dream for TGIT — Thank …
Facebook’s reputation is sinking fast
Facebook’s reputation took a long dive over the past year, staggering under an avalanche of controversies, a new Harris Poll …
Are you uncomfortable enough?
Frank Barrett, author of “Yes to the Mess,” describes why being uncomfortable spurs creative thinking. I love it because he …
Has the game changed for Chief Marketing Officers?
Guest blog from John Hoholik. John is a Partner with Team Catalyst in Denver. John is a tested executive with …
Author Brian Solis Admits He is not a Thought Leader, Expert or Guru for His Next Book
Author Brian Solis admits that he is not a “thought leader,” “expert” or “guru” when it comes to his new …
Do customers just want adequate service?
We all want to provide amazing service for our customers. We also know we don’t always do it. A customer …
Blackbaud Institute Releases Charitable Giving Report
Blackbaud has announced the release of the Charitable Giving Report by the Blackbaud Institute for Philanthropic Impact™. The seventh annual …
Is my goal relevant to the customer?
The fourth criterion for a SMART goal stresses the importance of choosing goals that matter in improving the customer experience. …
Brand Loyalty in 2019: What Companies Need to Know
If retaining a customer costs less than acquiring a new one, what can you do to ensure that your customers …
The One Chart Every CEO Should Study | The ROI of Customer Experience
Customer Think reports that last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become …
How Digital And CX Teams Collaborate To Deliver On Brand Promise
Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …
The Three Customer Service Megatrends
Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of …
5 questions to ask to break the “too busy” cycle holding you back from moving to the next level.
We all are busy. The whirlwind never stops some days. And then the emergency strikes. Yee gads. It may take …
Two benefits to avoiding technical jargon and concepts
Technology can very complex. Like every profession, technologists use lots of acronyms and jargon. As digital executives, we may succumb …
What is the cost per outcome for your mission? How do you measure good?
The mission of nonprofits is to do good. A core question is, how do you measure good? It can be …
CIOs as “Chief Influence Officer”
As leaders, we all have a significant role in influencing the strategy and direction of the business. Culture change doesn’t …
Digital transformation churn: Why the digital transformation fail rate is so high
Everyone seems to want to get on the digital transformation bandwagon. Unfortunately, it is easier to “do digital” than it …
“Customer service isn’t simply an expensive, time-consuming obligation. It’s a strategic marketing investment if you want it to be.” ~Seth Godin
Almost daily you can find customer service gone astray. I have my own story with AT&T the other day. I …
What are three things to do with social media, social marketing, today.
This is interesting. It also seems fundamental. I am sure way to many of us are guilty of “believing the …
Brands: Here Is The Size Of Your Digital Commerce Prize
Consumer-facing brands know that there is proverbial “gold” in generating direct sales through digital commerce — but the big question is …
Do you have a passionate desire to learn how to harness disruption and innovate in completely new ways?
You are on a hero’s journey. You have a passionate desire to learn how to harness disruption and innovate in …
Europe’s new privacy law tests muscle on Google
The roughly $57 million fine French regulators leveled on Google Monday is the first real test of how aggressively Europe’s …
“Zucked” book takes aim at Facebook
In his new book, due out next month, Facebook investor Roger McNamee reiterates his claims that the social network is …
29 data-driven ways to improve employee engagement
How much coffee does it take to your team to make it to the end of the day? If cup …
Should You Always Listen to Your Customer?
Is the customer always right? Not always. While listening to customer feedback, taking in reviews, and building off of complaints …
12 Years Ago Steve Jobs Introduced the iPhone, and Everything Changed
A look back at the groundbreaking device. “Every once in a while, a revolutionary product comes along that changes everything.”— …
Is it urgent that we assess our systems to assure our customers and potential customers have the highest level of service?
Customer expectations have changed. We want and expect that you know us, you remember us and you will serve us now. …
Has this happened to you at a call center? How is your call center doing?
Has this happened to you? I called a company I do business with a lot. I was calling from my …
Customer retention strategies and retention calculator
Many companies emphasize the importance of customer acquisition, ignoring customer retention strategies entirely. Perhaps this is influenced by the prevailing …
“If a business has to be told that it needs more focus, accountability and decisiveness, there is a bigger problem at hand.” ~Brad Garlinghouse
We all need to focus. We know we are spread too thin. We need to courage to face this important …
Is it this or that technology? Combining technology strategy makes the difference.
This makes so much sense. It is the combination of technology that becomes so powerful in this model. Well worth …
Is governance needed for a good content strategy?
As digital executives, we all start many initiatives. It is also true that some lose steam. Some for a reason …
Can digital marketing be taught? How much of it is an art?
A lot of things can be taught. Education, training and skill development are important. There is a science to much …
Most customer systems are designed to focus on the needs of the company and not the customer
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
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