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Digital Business

~ The Journey to Creating Amazing Customer Experiences

Tag Archives: Customer

Are our customer messaging systems up to date?

June 21, 2021

This is a very good article on how disruptive social media has become for a business focused on the Customer and …

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5 Ways to Increase Customer Loyalty with Mobile Marketing 

February 12, 2021

Customer loyalty is huge. If we can make that happen, we are golden. The mobile world is all some customers …

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Collecting data is of no value if it doesn’t lead to insight.

May 13, 2019

Data is very useful if it allows us to understand our customers better. Collecting data is of no value if …

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Do customers just want adequate service?

February 27, 2019

We all want to provide amazing service for our customers. We also know we don’t always do it. A customer …

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Is it urgent that we assess our systems to assure our customers and potential customers have the highest level of service?

January 11, 2019

Customer expectations have changed. We want and expect that you know us, you remember us and you will serve us now. …

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Customer retention strategies and retention calculator

January 8, 2019

Many companies emphasize the importance of customer acquisition, ignoring customer retention strategies entirely. Perhaps this is influenced by the prevailing …

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Most customer systems are designed to focus on the needs of the company and not the customer

December 28, 2018

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

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It isn’t what you say about yourself but it is all about what others say about you that counts

November 28, 2018

Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …

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Wanting to accomplish everything you think needs to be fixed isn’t useful

November 27, 2018

An essential ingredient to success of digital business change is focus. It must be recognized, when you are obsessed with …

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The balance of power has shifted decisively in favor of the customer

November 19, 2018

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

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11 Types of Difficult Customers

June 22, 2018

Customers are the backbone of a business, regardless of the industry it’s in. They dictate demand, provide feedback, and enable …

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“A satisfied customer is the best business strategy of all.” ~ Michael LeBoeuf

February 2, 2018

We love to plan. Planning is important. How much of our strategy is about the customer experience? That is something …

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What data should we collect to create amazing customer experiences?

September 1, 2017

We probably shouldn’t try to collect everything. We also should be collecting the “right” data. We should consider enhancing the …

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This is an ecosystem built for data, insight and action

August 23, 2017

Resist the temptation to focus and organize around silos. While silos can maximize a part of the system, they sub-optimize …

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Our customers are empowered and we can’t control that

August 9, 2017

Consumers are absolutely empowered through technology now. That means your customers are as well. It has happened and it is a …

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Why being customer obsessed and focused improves transformation

August 7, 2017

Being obsessed and focused is not an either/or kind of thing. It is “yes/and” at its core. We need to …

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Will I act on the customer insight if I get it?

April 18, 2017

If I get insights from customers, is my leadership team prepared to act, based on the insights? If yes, proceed …

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How to Create Successful Customer Feedback Surveys

April 11, 2017

We all know how to carry on a conversation. The challenge in getting feedback from customers is to approach our …

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Will your company be customer experience driven?

February 6, 2017

There is no denying that companies are embracing the whole “customer experience” phenomena. This year even more companies will adopt …

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Transformation requires being focused

October 19, 2016

In addition to be obsessed, the other essential ingredient to success in transformation efforts is focus. It must be recognized, …

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Is it worth it to delight the weird?

October 17, 2016

Is it worth it to delight the weird? Seth Godin, as usual, nails it. It is not about being “average”. …

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Leaders talk about customer needs and wants, not what the company needs.

October 7, 2016

What we talk about as leaders is important. It can’t be faked. Our customers and employees are listening. As leaders, …

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Social Media is about the customer, not us

June 14, 2016

We all know that the social media scene is shifting fast. What we may think is a trend may have …

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What Does It Take To Access And Hear The Richness Of The Voice Of The Customer?

September 15, 2015

Perhaps a simple weekly goal for any member in the C-Suite would be to talk with 10 actual customers a week. …

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Should adoption of new technology be a top priority in digital business transformation?

September 10, 2015

Are you leading the charge in digital business transformation? Here are some things to focus on: New technology to enable …

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Where Are You On The Customer Focused Transformation Journey?

June 10, 2015

It is the age of the customer and we are all on a wonderful journey. Some one has to manage …

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5 questions to ask about your customer focus

May 4, 2015

Whether you are a business leader of a department or the CEO, these questions make sense to ask and get …

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What is the Customer Experience Index? Why should you care?

April 3, 2015

Is it ok to your investors to ignore money on the table by providing a mediocre customer experience? Kerry Bodine, …

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What is the future of customer surveys in our brave new world of customer experience?

March 25, 2015

What is the future of customer surveys in our brave new world of customer experience?  As more companies thirst for …

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Why Customer Experience? Why now?

March 18, 2015

Why should we be concerned about the customer experience? What difference will it make? The challenge is, if not now, …

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How should we measure results for our customer strategy?

March 11, 2015

Let’s talk a little about customer measurements. 2 measures have gained traction in the last few years. One is Net Promoter …

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Crossing the Innovation Chasm. Does CIO stand for Chief Innovation Officer?

February 12, 2015

This is a great question. What does CIO stand for? Imagine a business world where the CIO stood for Chief …

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Why transformational leadership and a people focus is so important to a customer focus

January 27, 2015

Transformational leadership is needed and it is needed now – Leadership in the digital transformation world is purposeful in its …

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Avoiding the big sucking sound of a time waster

September 4, 2014

We’ve all been there. Whether it is said explicitly or not, the clear message of the project is “I’ll know …

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What is the single most important digital business trend?

June 6, 2014

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

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Top Posts & Pages

  • “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
  • Larry Ellison's Top 10 Rules For Success
  • Every Leader Has Flaws. Don’t Let Yours Derail Your Strategy.
  • Einstein's Secret to Amazing Problem Solving (and 10 Specific Ways You Can Use It)
  • The new world of sales and marketing.

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Tags

CultureCustomer ExperienceDigitalDigital BusinessDigital TransformationDonor ExperienceFacebookFaith at WorkForrester ResearchGuest BlogJesusLeadershipMobileNonprofitPeopleSeth GodinSocial MediaStrategyTechnologyTransformation

Top Posts & Pages

  • “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
  • Larry Ellison's Top 10 Rules For Success
  • Every Leader Has Flaws. Don’t Let Yours Derail Your Strategy.
  • Einstein's Secret to Amazing Problem Solving (and 10 Specific Ways You Can Use It)
  • The new world of sales and marketing.
  • Customer Experience Maturity Model
  • Guest Blog: Andrew Jackson (BravoTECH) - Candidates Have a Shelf Life
  • Guest Blog: Mike Capone -- Creating and Empowering a Mobile Workforce
  • "In 2013, 66% of consumers switched brands or business due to poor customer service, a 4% increase on the previous year." ~Accenture
  • 8 questions to ask around nonprofit donation thank you's and the donor experience

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