Are middle managers an obstacle to a customer focused world?
There is a common perception that middle managers can be an obstacle to a customer focused world. That perception is …
Category Archives: People
Ken Jennings: IBM Watson, Jeopardy and me, the obsolete know-it-all
Trivia whiz Ken Jennings has made a career as a keeper of facts; he holds the longest winning streak in …
Is the digital space coming of age for marketers?
The digital space is coming of age. While there are many new and maturing digital marketing technologies, many have begun …
Why should you enable collaboration tools for your employees and customers?
The future of work is now. Please don’t miss it. Collaboration tools enable it. Many of your employees get it. …
Can the CMO also be the CCO?
We are obsessing over roles and titles but they do make a difference. We have the Chief Customer Officer, the …
How to let creative talent figure out how to focus on the customer experience
Jordan Cohen, in the Harvard Business Review tells a great story that drives the point home about empowerment. For the …
How is the remote workforce changing business?
We all know it is true. We see it happening every day. The remote workforce is growing, it is mainstream, …
As a leader, what is more important than integrity?
Here are three great ideas about what is important to leadership. Make Time For What You Say Is Important Get …
As a transformative nonprofit leader, what should you stop doing today?
I am a big fan of list of things “to stop” doing. We all have “to do” lists but we …
Have we reached a digital tipping point?
Is it about our digital budget or is it about having the right strategy, people and processes in place. It …
“We all know what happens to the nail that sticks up – it gets hammered down. Nobody wants to be that nail.” ~Randy Green
We have all seen the nail sticking up. We all, pretty much, do the same thing. Our instinct is to …
Customer Experience Rooms: What Are They? Should Your Company Create One?
Looking to build a customer centric culture? With enough resources, it may worth looking at building a customer experience room.
OPM makes new promises to protect hacked employees. How confident are you that they can or will?
If you work for the Federal government, this is your worst nightmare. Your social security number is no longer secure …
Hirable like me?
Most managers would like to think they base their hiring decisions on candidates’ skill. But new research suggests that once …
Do you have a talented donor experience team?
There is a revolution going on with donors. The relationship they may have had with your mission and brand in …
As a leader, do you have more than two modes of operating?
Any great leader faces a multitude of challenges every day. Whether it’s communicating strategy, helping people through change, holding on …
Donor Experience transformational leadership is needed and it is needed now
Leadership in the donor experience transformation world is purposeful in its approach to creating a long term sustainable change. Change …
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 …
What are 3 words that can kill a business?
What are 3 words that can kill a business? Not my job!!
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 …
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 …
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. …
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 …
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 …
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, …
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 …
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 …
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