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 …
Category Archives: Customer Focus
Six Laws of Customer Experience (Infographic)
The Temkin Group has a free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read …
11 Types of Difficult Customers
Customers are the backbone of a business, regardless of the industry it’s in. They dictate demand, provide feedback, and enable …
Your journey to change and transformation of the donor experience
You have decided to start on a hero’s journey. You have a passionate desire to learn how to harness disruption …
Data Driven Customer Retention Strategies
A lot of companies implement strategies to retain customers based on what their competitors are doing. A far better way …
What is at Stake? What is at Risk? Is Anything in Jeopardy?
What is at stake? Stake, tr. Verb. To risk; at stake. In jeopardy. What is at stake? I have been …
Introducing CX Sparks: Customer Experience Discussion Guides
If you are interested in moving the conversation (and action) ahead at your company on Customer Experience, here is some …
Building A Strong Voice of The Customer Program (Infographic)
Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …
What does Training For a Customer-Centric Organization look like? (Infographic)
How does the CX Institute fill a customer experience transformation gap? What does customer-centric training look like? How important is training …
Do you have an innovators heart for your nonprofit mission? Where is the sense of urgency about the donor experience?
There is a gap that is growing in your nonprofit. It is the gap between the connected donor, their expectations …
For the Love of our Donors – Creating Amazing Donor Experiences : Why being donor obsessed can transform your nonprofit into a digital business
Michael’s latest book is available on Amazon. Donor experience transformation is about making fundamental changes in how business is conducted at …
How Jeff Bezos leads
In Amazon founder and CEO Jeff Bezos‘ annual letter to shareholders, he shares seven “essentials of what we’ve learned (so far) …
Temkin Experience Ratings Software Snapshot
Temkin recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on …
Thought Leadership – Key Marketing Strategy for Nonprofits Too! … by Vin Hoey, Managing Director of Strategic4sight, Inc. (Guest Article)
During the last few years, many businesses have recognized the value of thought leadership to build awareness, develop customer leads, …
“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 …
Who’s job is cyber security in 2018?
Whose job is cyber security at your job or at home? No matter where we are these days, no matter …
Donor Experience Scoreboard and Dashboards
Donor experience scoreboards help you establish if you are winning or not. When you have clear goals (lagging indicators) and …
“You don’t need a peer-reviewed study to know that when people surf the web on their smartphones, they’re not going as deep.” ~Seth Godin
Seth Godin makes a great case for the fact that many of us are developing “mobile blindness”. As someone who …
Whatever it takes … by Cyndi Zagieboylo, CEO of the National Multiple Sclerosis Society
National Multiple Sclerosis Society President and CEO Cyndi Zagieboylo knows all about MS. It has been her life’s work. But …
What do leading indicators mean to the donor experience?
SMART goals are very important. They set the direction and tone. How they will be achieved (strategy) is equally, if …
Best Practices Are Hurting Your Fundraising … by Tim Kachuriak, CEO of NextAfter
Best Practices Are Hurting Your Fundraising by Tim Kachuriak Sometimes we think an idea will work well based on past experiences or …
How can we be accountable for improving the donor experience?
The most important issue for any planning and execution system for the digital executive focused on improving the donor experience …
Community Building … by Jennifer Sampson, CEO at United Way of Dallas
As McDermott-Templeton President and CEO of United Way of Metropolitan Dallas, Jennifer Sampson knows the value of building communities. The …
Building your digital business while avoiding the “transformation” hype
Digital Transformation has become a pretty good business buzz word. That’s not all bad but there is some hype that …
Digital Transformation Required (Innovate or perish) … by Dwight Moore (Guest Article)
Dwight Moore is an information technology executive with a career spanning more than 25 years. With large consulting and CIO …
Customer Experience Maturity Model
There are all kind of maturity models. The Temkin Group has developed a great one for the customer experience. It …
There is Light at the End of the Tunnel – and it’s a Freight Train … by Jamey Heinze (Guest Article)
Jamey Heinze As CMO at iGrafx, Jamey is responsible for enriching the brand, amplifying market awareness and creating additional demand …
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day …
If my company invests in the customer experience, will it work?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
What is digital disruption?
We live in a wonderful world of buzzwords. Everyone is talking about digital transformation. Digital transformation has a brother. His …
What is the planning framework that a digital business should look at?
The buzz is all around “digital transformation”. Is transformation what your business needs right now. Maybe but probably not. You …
Are we all speaking the same language when it comes to building a digital business?
Are we all speaking the same language when it comes to building a digital business? It helps to look at …
The customer conniption! Identifying and doing something about the ‘final straw’ moment.
We’ve all been there. We’ve all experienced it. It is the conniption fit. It is the final straw. A great …
Revelation: Many Companies Are Simply Too Busy To Pursue Digital Change
Are we ready? Even if we aren’t, should we just start out anyway? What is the risk of not starting …
Why digital change project figures don’t add up
Is there an ROI to digital upgrades? Do we, as leaders, know what we are getting for our investment? If …
What does a digital business and its evolution look like for you?
Thinking and planning through the evolution of your digital business requires some holistic and strategic thinking. It is a core …
“A satisfied customer is the best business strategy of all.” ~ Michael LeBoeuf
We love to plan. Planning is important. How much of our strategy is about the customer experience? That is something …
Who holds the future in their hands?
We have choices to make about where to work, what to buy and what to invest in. Many are conspiring …
“It’s very difficult to reason with someone if their hair is on fire.” ~Seth Godin
This customer service summary from Seth Godin is right on target. We have all, way to often, experienced the opposite …
The Experience When Business Meets Design
Brian Solis was invited to present at FIC (Festival de Interatividade e Comunicação) in Porto Alegre, Brazil. While he couldn’t …
What is LaaS (Leadership as a Service) all about?
The chaos and intrusion caused by traditional consulting firms often makes things worse long before they get better. More importantly, …
“There is nothing that a Big-Hearted Leader can do that is more important than turning his or her company or organization into a force for good.” ~Donn Sorensen
The customer experience, at its core, is a matter of the heart that is obsessed with serving the customer. Donn …
“The best way to find yourself is to lose yourself in the service of others.” – Mahatma Gandhi
We all want to deliver amazing customer experiences. It our greatest desire. There is much that gets in the way …
15 Customer Experience Trends for 2018 (Infographic)
Last month, Temkin Group published its annual list of CX trends and they labelled 2018 “The Year of Humanity.” Here’s an …
What is the state of Customer Experience metrics for 2017?
The State of CX Metrics, 2017 December 2017 Temkin Group does really great work. They surveyed 169 companies to learn …
Three things marketers must do to better serve customers in 2018
Marketing is playing a greater and increasingly significant role in the customer experience. Some companies are struggling with how to …
“Creating a digital culture isn’t about who’s in charge.” ~Julie Woods-Moss
Let’s face it, a lot of posturing about culture is about “who is in charge”. We don’t like to admit …
Donor Experience SMART goals are realistic and attainable
Goals should be both realistic and attainable for the digital nonprofit. While an attainable goal may stretch a team in …
“Make sure your core technology platform offers the agility to continually test, modify, and improve processes to stay tuned to the new business environment.” ~ Katherine Kostereva
Digital change is about several things. Digital change is about being bold. Companies don’t have to be high-tech to use …
“Innovation can’t and shouldn’t be tech for the sake of tech, it should always be solving real human problem.” ~Healy Cypher
Innovation continues to be the big thing. CEO’s seem very enamored by it. Recently I saw a CEO create a …
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