“This isn’t a time to react. It’s a time to lead!” ~Brian Solis
Brian Solis nails it. This isn’t time to react. This is the time to lead. Now is the time to …
Category Archives: 2014
The Digital Executive: SMART digital goals are relevant
The fourth criterion for a SMART goal stresses the importance of choosing goals that matter in improving the customer experience. …
Connecting the Goodwill mission with an amazing web experience
The mission of Goodwill is to enhance the dignity and quality of life of individuals and families by strengthening communities, …
Do You Know The 6 Laws of Customer Experience?
The day of Customer Relationship Management (CRM) is over. The era of Customer Experience Management (CEM) has arrived. Here are …
Thinking about 2015: Customer obsession is more an emotion than a focus
Customer obsession is more an emotion than a focus. The focus of customer initiatives is more about intent and then …
Thinking about 2015: Being obsessed and focused on our customers is not an either/or kind of thing.
Being obsessed and focused on our customers is not an either/or kind of thing. It is “yes/and” at its core. …
“Without courage, compassion falters. Without compassion, courage has no direction.” ~ Eric Greitens
Compassion is a huge thing as a leader. That it is lacking in so many cases today is stunning. We hear …
Who let the air out of the balloon?
This a great question from Seth Godin. Particularly appropriate for marketers but also important to be understood by the digital …
Is your strategy as a non-profit one about tote bags?
As a non-profit executive, former development officer and customer strategy professional, I think Seth Godin nails this one. He personally did the opposite …
Stolen emails reveal lapses in Sony security practices. Is your company safe?
This is stunning and way to common according to security experts. There are simple and easy to use technology programs …
Cyber security breach turns into cyber litigation
The ongoing cost to Sony as a fall out of the cyber security breach will be massive litigation cost. Beyond …
Your journey to change and transformation
You are on a hero’s journey. You have a passionate desire to learn how to harness disruption and innovate in …
A Strategic Approach to Digital Disruption: Cyber Security is a key component for successful digital transformation
There are a number of critical components to becoming a digital organization. Five to consider are: Customer-centricity Business process optimization …
Do you need a multi-channel messaging strategy?
This is a very good article on how disruptive social media has become for a business focused on the Customer and …
Cybersecurity a major concern in C-suites after Sony hack. Are you ready?
A blog post from computer security firm F-Secure may send a chill through the C-suites of major corporations and nonprofits …
How You Think About Big Data For Cyber Security–And What You’re Doing About It–May Not Agree
Traditionally, the fundamental focus of the Enterprise has been to preserve and expand its value through “classic Assets” as reflected …
As a leader, what should you stop doing today? Here is a good list
I am a big fan of list of things “to stop” doing. We all have “to do” lists but we …
How do you combine technologies to innovate?
This makes so much sense. It is the combination of technology that becomes so powerful in this model. Well worth …
Do you have an innovators heart for your company mission? Where is the sense of urgency?
There is a gap that is growing in your company. It is the gap between the connected customer, their expectations …
Is it about checking the box called training or is about learning?
Is it about checking the box called training or is about learning? It is actually about both but many times …
How to innovate for mission relevance and financial growth
Earning relevance with your customers requires much more than the adoption of the latest technology or being on the social …
Is the percent of revenue devoted to R&D indicative of innovation? Ask Apple.
Apple gets voted as the most innovative company in the world by R&D professionals. In the survey, conducted by Booz & …
Do you have a talented user experience team?
There is a revolution going on with customers. The relationship they may have had with your mission and brand in …
Do you suffer from Social Media FOMO?
Fear is real and we don’t know sometimes the grip it can have on us. I hadn’t thought of this, …
Do lapsed donors to nonprofits see themselves that way?
Do lapsed donors see themselves that way? Probably not. They may or may not remember they gave to you. Besides …
The anywhere office
When I was a corporate CIO, we began experimenting with an office anywhere approach. We had combined this with a new …
Where’s the walls now to your office? Not so clear anymore … is it?
Walls to offices during the Industrial Age intended to guard leaders from the daily onslaught of activity and requests. Today, …
Breaking Down the Net Neutrality Debate
While this is an interesting debate, it seems at some point we all may need to pick a side along …
Who are the biggest bandwidth hogs?
Who are the biggest bandwidth hogs? Not surprising it is Netflix and YouTube. What are the implications for Net Neutrality?
In the age of communities, how important is our company brand?
What does your company stand for? What (and who) does it represent? Now, more than ever before, our brand is …
How text analytics can shape Voice of the Customer programs
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
Are we denying the facts?
This happens way too much. It clearly isn’t helpful to deny the facts. It is also important to actually know …
The Digital Executive: Is customer experience an art or science?
Is customer experience an art or science? It is part art and part science and a whole lot of social …
How did being on-line change things for you as a digital executive so far this year?
We are all online now more than ever. So how did being online change things for you this year? Here …
Computers are learning to be our assistants
The future is not too far away. In many ways, it is already here. IBM suggests 5 trends to begin …
How great leaders inspire action
Why is important. It is in fact the starting point. Without it, our business, is just another commodity. Plenty of …
“Screw business as usual….this is the real world.” ~Brian Solis
Brian Solis is principal at Altimeter Group, a research-based advisory firm. Solis is globally recognized as one of the most …
The Digital Executive: Improving the customer experience so as to never fear it being shared
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
How do you turn bad customer service into a win-win?
Customer service isn’t always easy. No product or service is perfect. Customers get frustrated. There are some basic principles that …
Stunning experiences will lead the way to meaningful customer engagement
You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …
How can you turn a problem into an opportunity? Great service is the key!
We all experience problems with products we buy or service we receive from companies. We know it happens and can …
What is the urgency of now?
Jon Swartz is a veteran technology reporter based in Silicon Valley currently covering emerging and disruptive tech at USA Today. …
Customer engagement is not about voodoo
Engagement is not about voodoo. It is however as much about art as about science. It also draws heavily from …
The mobile war, transforming customer expectations and business capabilities …
John Colony, CEO of Forrester Research has a great blog article about the The Mobile War. Written in October of 2012, it …
Meet the new company customer
You are beginning to know a new customer. They are a blend of the traditional, the digital and the connected. …
Digital media is fragmented globally
In our globalized world, it is strange how fragmented the world of digital media still is. Graham Spencer of MacStories …
How does your company moments of truth look?
As you would expect, Google has done some amazing research on the connected consumer experience. You should take some time …
The Acute Heptagram of Impact. Should you get it tattooed on your hip?
This makes a lot of sense. Many times we focus on what we are good at but ignore essential items …
How important is the moment where a customer decides to engage?
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
How does the customer experience look on social media?
Is the customer experience useful on social media or is it just a bunch of disjointed interactions? Is our design …
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