Are we focused on “traditional markets”?
As a company executive, you have focused on some traditional markets and strategies. Your mission has compelled you to think …
Author Archives: Michael Wilson
What is your strategy for connected customers?
We are beginning to think about engagement in terms of is it social or is it mobile? If our company …
The weight of repetitive tasks
Here is some great insight from Seth Godin. In 2015, he created the altMBA. More than 60,000 people have taken his online …
How important are great employee experiences in our digital world?
Our people create the experience, whether it is digital or in person. We can’t separate the employee experience from the …
Is society and technology evolving faster than many companies can adapt?
Are you ready for a new generation of customers? Company executives meet the Millennials. Millennials meet XYZ company. Oops, there …
Can we trust our data in a “cloud” infrastructure? Is it safe?
I have had a lot of conversations about how secure Cloud computing is or isn’t. I have given briefings to …
Can passion for our customers win the day?
You have a passion for your mission. You want to do the right thing for your customers. You believe in …
Is it a question of the facts?
Will technology save you? Not likely. It can help transform you but without a passion for amazing experiences that customers …
What’s a customer worth over the time you have a relationship with them?
In the world of marketing and the customer experience, there are two things worth knowing. The Digital Executive knows the …
Can we Slow Down and Write Better Emails?
So many of our exchanges today happen in written (or typed) form — think email, text, IM — meaning that …
What to know about how to use social media.
Robert Hunt leads business leaders through Peer to Peer Advisory Groups, provides them Executive Coaching, and Leadership Development sessions. He …
Do You Have Boss Who Just Can’t Say No?
This is a real issue for most of us. Here is some insight from Joan Garry. Joan began her career …
Are you a global company yet?
You are a global company. Do you act like it? Your audience is 4.66 billion potential customers. You have international …
Do We Need To Shift How We Think About Emotion And Customer Journeys?
Here is the latest from Forrester Research on customer journeys. Joana de Quintanilha, is a VP, Principal Analyst. We …
Omnichannel personalization at scale
A number of years ago, omnichannel was the big idea. It still makes sense. Unified data and a unified experience is …
4 Benefits of Using Video as a Marketing Tool
Video has become very powerful. The rise of YouTube, Vimeo and Rumble show this. For many customers, that is …
How to Plan Your Life When the Future Is Foggy at Best
We all have our plans. They do not always pan out the way we think they will. Here is a …
Designing for Digital-First Customers: Focus on Experience as a Driver for Breakthrough Innovation
Brian Solis has great insight on experience design. Brian is Global Innovation Evangelist at Salesforce, the global leader in Customer …
How fast is the customer journey evolving?
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
Make Time for Small Talk in Your Virtual Meetings
The move to all Zoom can miss the normal human interactions we enjoy in face to face meetings. Sometimes it …
The new world of sales and marketing.
Why this is important: We know it has happened. The world of traditional sales and marketing is changing. Some of …
Will we see the joy in the love of the work itself?
This is invaluable. This perspective, regardless of what your boss thinks, is worth its weight in gold. Work is a …
How do we frame our future?
Stake, a transitive verb. To risk; at stake. In jeopardy. What is at stake? I have been thinking about this …
Are we listening to our customers?
Have you ever felt like you’re talking, but nobody is listening? Here’s Julian Treasure to help you fix that. As the …
Take Security To The Zero Trust Edge
Forrester has long advocated for the Zero Trust model. It is an effective framework. Senior executives ought to look at …
Algorithms, do they give or do they take?
We are the system. Algorithms are not going away. We need to build them correctly. Consider this from Seth Godin. …
Will you regret not moving faster in being engaged on social media?
This is powerful. Think 5 years from now. Not too hard to do in some cases. Or think 2 or …
How important is amazing customer service today?
This is stunning but as consumers we all know it. We all have horror stories of not just bad, but …
Does love and caring make a difference to our customers?
This is almost invaluable: And leave it up to Seth Godin to say it. People (and customers) know when we care …
A Resurgence in the Importance of Direct Mail as a Result of the Pandemic
Here is some great insight from Rhonda Basler. With more than two decades of marketing experience, Rhonda Basler leads the Customer …
Are we thinking “mobile first” when it comes to finding the best talent?
Here is an interesting trend to look at and get on top of. I must admit I hadn’t thought about …
Is it worth our time to do the work?
We’ve all been there. Whether it is said explicitly or not, the clear message of the project is “I’ll know …
How to Cultivate Psychological Safety at Your Workplace
Lolly Daskal suggests that psychological safety is still a fairly new concept, but its importance is being reinforced by a …
How to Stop Overthinking Everything
Overthinking and not making a decision can be crippling for leaders. Melody Wilding, LMSW is an executive coach and author of Trust Yourself: …
Level 5 Leadership: The Triumph of Humility and Fierce Resolve
Consider this from a great article (and book) from Jim Collins. In 1971, a seemingly ordinary man named Darwin E. Smith was …
The Balanced Approach to Digital Transformation
It has been an interesting journey, seeing the concept of “digital transformation” evolve. It has always been true that it …
5 Ways to Increase Customer Loyalty with Mobile Marketing
Customer loyalty is huge. If we can make that happen, we are golden. The mobile world is all some customers …
More evidence that the Golden Age of Sales and Marketing technology has arrived
Here is a great overview of where we are with Sales and Marketing technology. Just last month, I wrote that salestech …
Stop Making Excuses for Toxic Bosses
I imagine we have all experienced this at one time or another. It is, in fact, very toxic. We know …
Poll shows wide distrust of technology and media
This in from Axios: Americans largely think tech giants are too big and should be regulated, and mostly don’t believe …
5 Ways To Motivate Your Remote Team
We are in the middle of huge changes in how we work. How do we keep everyone motivated? Here are …
Jeff Bezos stepping down as Amazon CEO, will become executive chairman
Amazon founder Jeff Bezos is stepping down as CEO of the e-commerce giant, the company said in a surprise announcement on Tuesday. Bezos …
2021 Predictions: What will customers expect from brand communications in the new year?
Here is a great summary of what we can expect this year. Source: 2021 Predictions: What will customers expect from …
Check out the “Excellence Now Campaign”
I am a big fan of Tom Peters. This looks very interesting. Tom is coauthor of In Search of Excellence—the book …
The Best Ways Leaders Promote Happiness
Here is some great insight from Lolly Daskal about our responsibility as leaders. We all want employees to be happy …
Digital Transformation in 2021 and Beyond
Salesforce executives shared their 2021 predictions for the future of work, digital transformation, and business innovation. While there will always be unknowns, …
Beyond Surveys: Finding the Right Balance Among Your Customer Feedback Sources
Customer feedback is the life blood of every business that is focused on amazing customer engagement. With all that has …
Digitization, Digitalization, Digital Transformation – A Stake in the Ground
Does the Corona-crisis accelerate digital transformation? Looking at the definitions of digitization, digitalization, and digital transformation, the answer is a clear …
Five essential tools for post-Covid CMOs
Chief Marketing Officers (CMO’s) need robust tools to do their job effective. Here is a great summary 5 categories along …
A simple 2 x 2 for choices
Here is some great insight from Seth Godin. Our life is filled with projects. We invest time, effort or money, …
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