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 …
Previous articles
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 …
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 …
How can we build a culture of learning?
As leaders we should be about the process of learning all the time. Creating a learning culture is not always …
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 …
Has PC maker Lenovo committed the ultimate breach of customer security?
If you are focused on your customers, and you sell computers, you don’t want this said about you. Unfortunately, it …
Land lines are an endangered species
We have now reached a clear tipping point in the mobile world. By the end of 2015, a majority of …
What is the strategic impact of mobile transformation on business value?
We know how our customers are interacting with is changing and changing fast. We may, however, be underestimating how fast …
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. …
The Digital Executive: Why a company focus and alignment around the customer experience is critical
A great purchase experience with the sales department doesn’t make up for a poor billing experience. The customers experience is …
Does employee satisfaction matter? Is it all about ping pong tables and more time off?
There is a distinction between actively engaged employees and satisfied employees. There is a caution to be careful in what …
Obama signs executive order on sharing cybersecurity threat information
It will be interesting to see if this in fact helps anything or not. It could in fact hurt. “Seventy …
Crossing the Innovation Chasm. Does CIO stand for Chief Innovation Officer?
This is a great question. What does CIO stand for? Imagine a business world where the CIO stood for Chief …
Don’t Make These Mistakes With Cloud CRM Solutions
There is a huge movement to cloud solutions for the world of CRM. Salesforce.com, Oracle, SAP, Microsoft Dynamics and many …
Are "A" players always promotable?
We’ve all been there. We have an amazing mid manager. They really get results. We promote them. They crash and …
Guest blog: Vinay Nadig – Have you checked on the health of your Operating System lately?
Vinay Nadig is my guest blogger today. Vinay’s mission in life is to help people practice leadership as a daily …
Health insurer Anthem hit by massive cybersecurity breach
Lurking in our technology systems, many times for months on end, criminals are looking and finding ways to compromise our …
It’s Like Facebook For Work. Wait It Is Facebook For Work
Is there anything Facebook won’t get into? Well, here they go into the business market. I remember when Yammer upgraded …
Trends to watch to stay on the disruptive edge of digital business
There is no doubt technology is disrupting the traditional business models. Customers are in charge and they are plugged in. …
Some thoughts on speed
The pace of business continues to change and move faster and faster. That is clear and it requires that we …
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