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Digital Business

~ The Journey to Creating Amazing Customer Experiences

Tag Archives: Customer Focus

Is transformation into a customer focused world a no brainer?

August 17, 2021

So many times, transformation into a customer focused world is framed as a no brainer. We feel like idiots that …

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7 Customer Satisfaction KPIs You Should Track

August 8, 2021

Check this great advise from Srushti Shah. Srushti is an ambitious, passionate and out of the box thinking woman having …

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We need to get in the customer experience game and play to win. Do we have enough passion?

July 15, 2021

Customer obsession is more an emotion than a focus. The focus of customer initiatives is more about intent and then …

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Are we passionate about our focus on our customers?

July 12, 2021

Being obsessed and focused on our customers is not an either/or kind of thing. It is “yes/and” at its core. …

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What is the moment where a potential customer makes a decision to engage?

April 29, 2021

There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …

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How customer focused are our employees on any given day?

April 8, 2019

Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engaged customers. …

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How Customer Satisfaction Survey Questions Can Help You Retain Customers

March 14, 2019

The difference between the ROI of retaining a customer rather than acquiring a new one is startling. It’s been said …

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Will we provide new services quickly based on emerging customer needs?

December 14, 2018

What is the single most important digital business trend? I think it is fair to say we have entered the …

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Do we have the best people we can get who love customers?

November 26, 2018

The move to create a digital business that is obsessed with customers requires talent. We all need the best people …

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Discovering intent and setting priorities for the digital business journey

August 7, 2018

There are lots of examples of roadmaps out there. Take any digital initiative and you can find the generic way …

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Building A Strong Voice of The Customer Program (Infographic) 

May 11, 2018

Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …

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What causes disruption to your evolving digital business?

February 23, 2018

There are a number of disruptions that create havoc and chaos to your evolving digital business. Either individually and in …

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As a leader, I must provide a compelling vision for the future

September 18, 2017

You role is one of a leader and you want more of a focus on the customer experience. What should …

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So … let’s start the journey. What is our promise to our customers?

December 7, 2016

Now is the time to think it through. This is the start of the journey. Whether we know it or …

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What is organizational culture?

November 30, 2016

Management guru Peter Drucker is credited with saying that “culture eats strategy for lunch.” It is hard to find any leader who doesn’t …

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Bellhops lead the way in amazing customer service

November 11, 2016

How can you create more autonomy in your work environment? We know that engaged employees lead to engaged customers. Investing …

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Why Amazon Gives so Many Perks to Prime Members

October 12, 2016

Free shipping, special deals, free video streaming and, since last week, free access to a selection of digital books and …

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How do we know who the customer is behind all the devices connecting with us?

October 3, 2016

How do we know who the customer is behind all the devices connecting with us? We live a world of …

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Why do customers feel like we are treating them all the same?

April 15, 2016

Why do customers feel like we are treating them all the same? Because, for the most part, we are. Think …

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What middle managers really think about the customer experience.

February 22, 2016

Middle managers face a big squeeze in the focus on the customer experience. Senior management has a vision. Current operations …

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What are the seven stages to embracing customer insight data in a world obsessed with customers?

February 5, 2016

It isn’t easy to change. None of us get there overnight. There is no road to Damascus conversion, so to …

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Is digital transformation like adding racing stripes to a 20 year old Chevy?

December 16, 2015

Digital business transformation is about making fundamental changes in how business is conducted in order to help cope with a shift …

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Are middle managers an obstacle to a customer focused world?

November 19, 2015

There is a common perception that middle managers can be an obstacle to a customer focused world. That perception is …

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Predictions 2016: Welcome To The Digital Savvy, Customer Obsessed Leader

November 18, 2015

Our business world continues to change at a very dizzying pace. 2016 will not be any different. We all need …

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How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture

October 15, 2015

Sam Stern, from Forrester Research in his report, “How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture,” is a case study …

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Avoid the “Just Following Up” Email

September 2, 2015

None of us like to be interupted by emails that have no value. Sending one email and then resending it …

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Thinking about 2015: Being obsessed and focused on our customers is not an either/or kind of thing.

December 27, 2014

Being obsessed and focused on our customers is not an either/or kind of thing. It is “yes/and” at its core. …

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Why employee engagement is important — Examples from Doug Conant, former CEO at Campbell Soup

July 14, 2014

Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engage customers. …

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Do your customer systems and tools actually focus on your customers?

June 11, 2014

Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …

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Guest Blog: Jeb Dasteel — The Customer Connection – Building Lasting Relationships in an Instant Access World

May 27, 2014

Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …

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Are you a customer-focused or operations-focused company?

May 12, 2014

There are differences on how to approach your business. You get to decide. How conscious is that choice? Has inertia …

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Guest blog: Roberta Anderson — Be your own advocate

April 30, 2014

Roberta Anderson is the Chief Information Security Officer for the City of Colorado Springs. She has over 15 years of …

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Is customer-centric change a no-brainer?

April 28, 2014

Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …

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Top Posts & Pages

  • Customer Experience Maturity Model
  • What is the Customer Experience Index? Why should you care?
  • Why being customer obsessed and focused improves transformation
  • "Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." ~Donald Porter
  • What does the Bible say about our ego at work?

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CultureCustomer ExperienceDigitalDigital BusinessDigital TransformationDonor ExperienceFacebookFaith at WorkForrester ResearchGuest BlogJesusLeadershipMobileNonprofitPeopleSeth GodinSocial MediaStrategyTechnologyTransformation

Top Posts & Pages

  • Customer Experience Maturity Model
  • What is the Customer Experience Index? Why should you care?
  • Why being customer obsessed and focused improves transformation
  • "Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." ~Donald Porter
  • What does the Bible say about our ego at work?
  • Faith, the Quiet Strength
  • How to drive innovation and deliver results
  • Level 5 Leadership: The Triumph of Humility and Fierce Resolve

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