Do we have the courage to create stunning donor experiences?
Compassion is a huge thing as a nonprofit leader. That it is lacking in so many cases in the corporate world …
Category Archives: Customer Focus
Why are we dis-engaging from social media?
It can all get overwhelming. Too many friends say irrelevant things. Too many company pages trying to sell stuff no …
What is the secret sauce for delivering in the new digital world and transform our businesses into digital businesses?
In our new digital world, we know we know we need to be fast and agile. It also helps to …
How to Build an Online Cult of Customers
Speaking at Inc.’s GrowCo conference in New Orleans, Baratunde Thurston shared tips on how businesses can use personal stories online …
7 things we know about a journey to change and transformation of the donor experience
We are on a hero’s journey for your nonprofit. We have a passionate desire to learn how to harness disruption and innovate …
What is our strategy for customer experience continuous improvement?
Customer experience excellence requires an approach that focuses on continuous improvement. This starts with a strategy that supports a goal …
8 questions to ask around nonprofit donation thank you’s and the donor experience
Thanking donors, personally, seems like a no-brainer. In many circles, for “lots of good reasons”, it isn’t actually done well. …
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.
Are there risks to mobile CRM?
There’s no stopping the mobile CRM revolution, but those who rush into it headlong with an eye only to the …
The only thing worse for a marketer than giving fundraisers no leads, is giving them bad ones
In our wonderful world of fund raising, we need plenty of high quality leads. What do we know about the …
What is at stake in transforming the donor experience?
Stake, tr. Verb. To risk; at stake. In jeopardy. What is at stake? I have been thinking about this as …
What is the return on the investment in the stunning for the donor experience?
There comes a time where we have to make a decision. What will we invest in to make the donor …
When Was The Tipping Point For Customer Experience? It Looks Like It Started “Tipping” In 2010!
When Was The Tipping Point For Customer Experience? It Looks Like It Started “Tipping” In 2010! Harley Manning’s Blog – Harley serves …
Donor experience transformation requires being focused
In addition to being obsessed about the donor experience, the other essential ingredient to nonprofit success in transformation are efforts …
Why Executives should care about Master Data Management (MDM)
Do you struggle keeping 2 or more sources of data up to date with name changes, address changes, email updates, …
Customer Experience Isn’t Just About Customer Service
Customer service is not the same as the customer experience. Customer service is one interaction, usually on one channel, out …
Goals, Strategies, Planning and Execution for an amazing donor experience
Knowing where you are going with the donor experience, how you’re going to get there and being focused on execution …
Where Are You On The Customer Focused Transformation Journey?
It is the age of the customer and we are all on a wonderful journey. Some one has to manage …
Our donors are empowered and we can’t control that
Donors are absolutely empowered through technology now. That means our donors are as well. It has happened and it is …
Is your contact center focused on the experience?
Is your contact center loyalty focused and focused on the experience of the customer? As a consumer, I do have …
Why being donor experience obsessed and focused improves transformation
Being donor obsessed and focused is not an either/or kind of thing. It is “yes/and” at its core. We need …
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 …
Do we know, remember and serve our customers?
We can know who our customers are. We can know and remember a lot. Customers expect us to know, remember …
Forrester’s Customer Experience Index, Spring 2015: The Start of A Whole New Ball Game
Here is some interesting news regarding the customer experience. Of course, it is about loyalty and profitability. What else would …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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 …
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