Are your connected customers engaged with you?
We see it every day. We are at an event and someone holds up their phone to video or take …
Tag Archives: Customer Engagement
Customer journey mapping: Knowing and involving the customer
Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …
Is digital customer engagement about voodoo? Is it art? Is it science?
Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …
Where is the focus? Is it on customer engagement? Is it on technology?
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” ~Chip Bell
In the Gallup Customer Engagement Survey, the final question asked is “I can’t imagine a world without XYZ.” The rating …
How engaged employees create engaged customers.
Sam Stern at Forrester Research has some great ideas about hiring customer-centric employees. We know how important it is to …
From stunning Moments of Truth to amazing journeys
From stunning Moments of Truth to amazing journeys, the focus on the complete customer experience is critical. Touch points are …
Why is employee engagement foundational to customer engagement?
Employee engagement is foundational to customer engagement. It is highly unlikely that an employee who hates their job or who …
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 …
Does employee satisfaction matter? Is it all about ping pong tables and more time off?
There is a distinction between actively engaged employees and satisfied employees. There is a caution to be careful in what …
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. …
Is the connected customer distracted or engaged?
We see it every day. We are at an event and someone holds up their phone to video or take …
Why we should consider a 4 day work week
Are we working too much? What happened to the 40 hour work week? Do you dream for TGIT — Thank …
A case study in digital transformation. What isn’t working at the New York Times.
We know it is tough moving from a traditional business to a digital business. This is highlighted clearly in the …
Do you need fresh eyes in your company?
Things in every company, to some extent, get on auto pilot. There isn’t anything wrong with that. It just happens. …
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