Does being disagreeable help you get ahead. I disagree with the premise.
This is a very disturbing article from Harvard Business Review. Here is one tidbit. First, remember “A-B-D” — always be …
Category Archives: Strategy
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 …
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, …
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 …
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 …
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 …
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 …
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 …
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, …
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 …
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 …
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, …
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 …
The average person spends the majority of his or her time using only a handful of apps. Will yours be one of them?
While mobile apps won’t solve everything, consumer expectations about their utility is moving fast. Now is the time to fine …
Guest Blog: Jeb Dasteel (Oracle) – Are Customers Feeling the Love?
Are Customers Feeling the Love? Guest Blog: Jeb Dasteel, Chief Customer Officer, Oracle Oracle is not just the world’s largest …
What do you need to know about persuasion?
If you have never read the classic book Influence by Robert Cialdini, you really should. But you’re also in luck, …
Disruption trend: Are you agile enough?
In a disruptive world, as a digital executive focused on your customers, you need to ask this question of yourself …
Is your nonprofit CRM fund raising system broke or are you lacking a strategy that can be executed?
This is definitely worth the read. Tough questions need to asked. Is technology the failure or is it a failure …
“Never mind about me …” ~~Jack Benny
We all try, to some degree, to promote ourselves. That’s why we’re all experts at picking out the self-promoters, shameless …
What is going away? That is where things are going.
Some days it is hard to fathom the speed at which things are changing. But changing they are. Seth Godin …
What do you do when they don’t understand?
This is a great point. And technology really helps solve the problem. My blog writing tool (WordPress) has plug ins …
Guest Blog: Andrew Jackson (BravoTECH) – Candidates Have a Shelf Life
Today’s guest blog is from Andrew Jackson. Andrew has spent the last 30 years building and managing technical service companies. …
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