Why digital change project figures don’t add up
Is there an ROI to digital upgrades? Do we, as leaders, know what we are getting for our investment? If …
Author Archives: Michael Wilson
The coming conflict between millennials and boomers
This is a very curious trend with disturbing implications. As a boomer, I’ve had a sense about this issue but …
Can Your Business Compete in the Digital Age?
In this 30-minute webinar with digital strategist David Rogers, you’ll learn: – Why digital business is actually not about technology …
Google Launches Its First Cybersecurity Company, Chronicle
Now this is serious. Google tends to play for keeps. It is interesting that is funded as a “moonshot” initiative …
What does a digital business and its evolution look like for you?
Thinking and planning through the evolution of your digital business requires some holistic and strategic thinking. It is a core …
Why does the holistic picture matter in becoming a digital business?
We read a lot about digital transformation. Transformation is really only part of the picture. The end game is to …
“A satisfied customer is the best business strategy of all.” ~ Michael LeBoeuf
We love to plan. Planning is important. How much of our strategy is about the customer experience? That is something …
Want to understand Bitcoin? Try this children’s book
Screenshot of “My First Bitcoin: And the Legend of Satoshi Nakamoto” from cash.me/bitcoin Talk of Bitcoins and blockchains is unavoidable these …
Who holds the future in their hands?
We have choices to make about where to work, what to buy and what to invest in. Many are conspiring …
What is the role of the customer experience team for the new marketing launch?
Our marketing department has a real focus and wants to launch a new campaign. They have done a lot of …
“It’s very difficult to reason with someone if their hair is on fire.” ~Seth Godin
This customer service summary from Seth Godin is right on target. We have all, way to often, experienced the opposite …
The Experience When Business Meets Design
Brian Solis was invited to present at FIC (Festival de Interatividade e Comunicação) in Porto Alegre, Brazil. While he couldn’t …
What is LaaS (Leadership as a Service) all about?
The chaos and intrusion caused by traditional consulting firms often makes things worse long before they get better. More importantly, …
“There is nothing that a Big-Hearted Leader can do that is more important than turning his or her company or organization into a force for good.” ~Donn Sorensen
The customer experience, at its core, is a matter of the heart that is obsessed with serving the customer. Donn …
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” – Jeff Bezos
What is the urgency of transforming (changing) the digital customer experience. Just think of the many customer experience fails that …
“The best way to find yourself is to lose yourself in the service of others.” – Mahatma Gandhi
We all want to deliver amazing customer experiences. It our greatest desire. There is much that gets in the way …
Digital Transformation has a problem. Transformation has a brother named Fear of Change. Transformation also has a sister named Change Management.
Digital Transformation has a problem. Transformation means massive change or at least it sounds that way. If you said to …
What does an amazing “unboxing experience” look like?
Today’s customers are shopping online much more often than in past years. This change has had a profound impact on …
Are our digital donor experience goals relevant?
The fourth criterion for SMART goals stresses the importance of choosing goals that really make a difference in improving the …
15 Customer Experience Trends for 2018 (Infographic)
Last month, Temkin Group published its annual list of CX trends and they labelled 2018 “The Year of Humanity.” Here’s an …
What is the state of Customer Experience metrics for 2017?
The State of CX Metrics, 2017 December 2017 Temkin Group does really great work. They surveyed 169 companies to learn …
Three things marketers must do to better serve customers in 2018
Marketing is playing a greater and increasingly significant role in the customer experience. Some companies are struggling with how to …
84 Percent of U.S. Healthcare Providers Have No Cyber Security Leader
Do you find this a little concerning? Eighty-four percent of U.S. healthcare providers don’t have a cyber security officer, and …
“Creating a digital culture isn’t about who’s in charge.” ~Julie Woods-Moss
Let’s face it, a lot of posturing about culture is about “who is in charge”. We don’t like to admit …
Is trust going to be a casualty in the war on cyber crime?
None of us are safe it seems. Cyber criminals attack without any consideration of our corporate or individual status in …
How do you measure results for cyber security investment?
With over 400 global business and security executives participating in a benchmark survey called The 2017 State Of Cybersecurity Metrics Annual …
Donor Experience SMART goals are realistic and attainable
Goals should be both realistic and attainable for the digital nonprofit. While an attainable goal may stretch a team in …
“Make sure your core technology platform offers the agility to continually test, modify, and improve processes to stay tuned to the new business environment.” ~ Katherine Kostereva
Digital change is about several things. Digital change is about being bold. Companies don’t have to be high-tech to use …
“Innovation can’t and shouldn’t be tech for the sake of tech, it should always be solving real human problem.” ~Healy Cypher
Innovation continues to be the big thing. CEO’s seem very enamored by it. Recently I saw a CEO create a …
“There is only one boss. The customer.” – Sam Walton
We all know it is true. Our efforts should be focused on the customer and customer experience. Great company C-Suite …
Donor Experience SMART transformation goals are measurable
How will you know “when you have arrived”? How will you measure progress in improving the donor experience? What does …
Donor Experience SMART goals are specific and unambiguous
Donor Experience SMART goals are specific. Does your goal sound too general? It is probably not a SMART goal yet. …
Create SMART Donor Experience goals before developing strategy
Goals are very important to the digital executive who is dedicated to improving the donor experience. SMART goals provide the …
Europe has a million more developers than U.S.
No, Silicon Valley isn’t moving to London, or Berlin or Stockholm. However, a new report from Atomico claims that there are now …
Are Your Donor Experience Goals lead or lag indicators?
Lagging indicators is a concept used a lot in the economic world. For the donor experience executive, it is important …
“Everything is both simpler than we can imagine, and more complicated that we can conceive.” ~Goethe
Simplicity it the key. We live in a complex world but to be able to translate that complex simply is …
A Donor Experience Approach to Strategy, People, Process and Technology
Having an approach or a framework for the work of the nonprofit digital executive is very important. Being passionate about …
The Customer Experience of AI: Five Principles to Foster Engagement, Innovation and Trust
Artificial Intelligence is not going away and it will have a profound impact on the customer experience. Will they be …
Tech industry on how to use AI responsibly
Axios has put together some great info on artificial intelligence. It’s use will continue to expand. Consideration of the ethics …
It is not about the data, it is about unifying the experience for the customer
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
Why our focus and day to day work should be about creating amazing “customer experiences”
As leaders, we spend a lot of time talking about “what” needs to change. We train people in new ways …
“To consistently differentiate your customer experience, you need to transform your culture.” ~Bruce Temkin
Changing culture is very tough. Some days it almost feels impossible. Is it worth it to build a culture based …
Top 5 cybersecurity mistakes leaders make, and how to fix them
Cybersecurity teams are largely understaffed and underskilled. Security breaches are only going to accelerate and get worse. In general, most …
“Your most unhappy customers are your greatest source of learning.” – Bill Gates
There is a lot of talk and hype about the “learning organization”. Learning what? Here are some more questions. Please …
Is it really “location, location, location” anymore?
We all have the “location, location, location” mantra emblazoned in our minds. While specific to the real estate market, we …
A shortcut to cybersecurity
Here is a great summary from Axios about the shortage of professionals in the area of cybersecurity. We need to fill …
Salesforce using Dreamforce to get personal
Salesforce is using Dreamforce to get personal. Here is a great summary from Axios. At the Dreamforce 2017 conference, Salesforce …
The elephant in the room is making a mess
There is an elephant in the room. It has been there for a while and everyone knows it. It doesn’t …
Walmart plans to increase use of Macs
According to Axios: Walmart has 7,000 Macs in use today, but expects that number to skyrocket next year as it gives …
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” ~Donald Porter
We can continuously learn but none of our efforts are perfect. There is lots of data to suggest the power …
Digital Business