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Digital Business

~ The Journey to Creating Amazing Customer Experiences

Tag Archives: Culture

Establish, Scale, And Evolve Your Customer Experience Culture Work Practice

May 8, 2021

Here is some great research from Forrester. I am a big fan of theirs. Paying attention to the culture is …

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Where is your organization chart taking you?

May 27, 2019

You have to love this funny chart but also Seth Godin’s great questions in his blog. Is it because it …

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Are you inspired by technology or overwhelmed?

April 3, 2019

We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …

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Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable change.

March 29, 2019

Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable …

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How do we start creating a culture of accountability around all initiatives?

March 22, 2019

The most important issue for any planning and execution system for the digital executive is accountability. Without accountability, not much …

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The Body, Mind, and Soul of Digitally Evolved Organizations 

March 13, 2019

Corporate culture can help or culture can hold things back. At the end of the day, culture rules and culture …

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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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How do we drive cultural changes to reflect a customer-centric agenda?

November 11, 2018

Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. There is agreement …

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Why is our culture, processes and customer experience competencies important?

October 15, 2018

Customer experience is not just a single thing that is turned on and then you are done. It is easy …

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The need for speed! — How can we accelerate innovation and change?

September 7, 2018

We all feel how fast things are moving. There is stuff happening we don’t see coming but then …. boom; …

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Digital business and the CEO: on leadership and who is in charge

August 24, 2018

We all know leadership is crucial. When it comes to helping your business on the journey to becoming digital, leadership, …

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“75% of senior executives believe their organization has a culture of innovation, but only 37% of employees feel the same.” ~Brian Solis

August 23, 2018

Is there is a disconnect in what members of the C-Suite believe and what employees believe? Is it a question …

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Where is the focus? Is it on customer engagement? Is it on technology?

June 27, 2018

We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …

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What does Training For a Customer-Centric Organization look like? (Infographic)

May 9, 2018

How does the CX Institute fill a customer experience transformation gap? What does customer-centric training look like? How important is training …

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What does a digital business and its evolution look like for you?

February 6, 2018

Thinking and planning through the evolution of your digital business requires some holistic and strategic thinking. It is a core …

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Some honest questions about culture change and the customer experience

October 25, 2017

It is my observation that most corporate cultures aren’t intentional but seem to evolve over time. Maybe we inherited it. …

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Am I more powerful than I think?

August 17, 2017

And so … Seth’s wisdom is always helpful. “You are more powerful than you think It’s bigger than you Leaders …

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Corporate Culture Dictates the Success or Failure of Digital Transformation

June 22, 2017

We know it is all about the culture. Am I willing to tackle the issue? Am I will to put …

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What is really important around here?

June 1, 2017

Senior management gets behind lots of things. There are plenty of culture change initiatives. Some of them are real. A …

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Cvent reports that on average, customer retention rates are 18% higher when employees are highly engaged.

May 17, 2017

Highly engaged employees lead to loyal customers. Study after study reveal this simple fact. So … Cvent reports that on …

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“Cultural change takes six months per layer in your organization.” ~Mike Capone

December 14, 2016

Think about how long it takes to change. As leaders, we think it won’t be so difficult.  Is it any …

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What is organizational culture?

November 30, 2016

Management guru Peter Drucker is credited with saying that “culture eats strategy for lunch.” It is hard to find any leader who doesn’t …

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Can relationships be managed?

October 24, 2016

We have had “customer relationship initiatives” for a long time. Some have paid off. Many have not. Is it just …

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Johnson & Johnson’s CIO Leverages A Proven Blueprint For Success In The First 100 Days

May 9, 2016

When you take on a new leadership role, there is a definite honeymoon period. As leaders we know it and …

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Competing departments are holding back digital transformation

May 4, 2016

The CEO has to lead the way on this. The CEO has to build the culture. Silos always exist. There …

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Transformation change is more about culture than strategy

May 2, 2016

We have a lot to do. Our plate is full. Who needs one more thing on the list? My guess …

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Will the Rightful Customer Experience Owner Please Stand Up?

April 7, 2016

The customer experience is a journey involving many along the way. Does the sales department “own the relationship”? What about …

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Why isn’t collaborating in the Cloud easier?

April 5, 2016

We want to collaborate. It just sounds good to say it. Why wouldn’t we? Of course we do. Everyone believes …

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Define Donor relevance by how relevant the Donor experience is

March 7, 2016

The donor journey is evolving (albeit very, very fast). That shouldn’t surprise us but it is good news. We haven’t …

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Is the lack of digital talent a comment on our leadership?

February 24, 2016

There has been a pervasive belief that IT (Technology) doesn’t matter. That IT is a commodity to be managed at …

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Why is changing culture like baking a cake?

February 9, 2016

Culture is difficult to change. Changing it is painful. Nothing in the world is worth having or worth doing unless …

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What are the questions to ask about digital transformation initiatives?

December 28, 2015

Transformation isn’t easy and many times it fails. There are a variety of reasons. It isn’t easy and it won’t …

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What does a modern CRM system look like?

December 22, 2015

CRM systems have been around a long time. Companies have had more failures than successes but the systems keep getting …

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How to move faster on proactive customer journey paths

October 23, 2015

The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …

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How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture

October 15, 2015

Sam Stern, from Forrester Research in his report, “How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture,” is a case study …

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Is the digital space coming of age for marketers?

October 9, 2015

The digital space is coming of age. While there are many new and maturing digital marketing technologies, many have begun …

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Donor Experience transformational leadership is needed and it is needed now

August 19, 2015

Leadership in the donor experience transformation world is purposeful in its approach to creating a long term sustainable change. Change …

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Customer Experience Rooms: What Are They? Should Your Company Create One?

July 22, 2015

Looking to build a customer centric culture? With enough resources, it may worth looking at building a customer experience room.

Donor Experience Transformation won’t be easy. In fact, it will be hard!

July 9, 2015

So many times, transformation into a donor focused world is framed as a no brainer. We feel like idiots that …

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Donor Experience transformational leadership is needed and it is needed now

June 1, 2015

Leadership in the donor experience transformation world is purposeful in its approach to creating a long term sustainable change. Change …

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5 questions to consider for digital business transformation change

March 27, 2015

Change isn’t easy. Change, in fact, is hard. Here are some questions to think about. Do we have the right …

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Some thoughts on speed

February 2, 2015

The pace of business continues to change and move faster and faster. That is clear and it requires that we …

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Transformational leadership is needed and it is needed now

January 12, 2015

Leadership in the digital transformation world is purposeful in its approach to creating a long term sustainable change. Change efforts …

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Accountability will drive results

January 8, 2015

The most important issue for any planning and execution system for the digital executive is accountability. Without accountability, not much …

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The Digital Executive: Define relevance by how relevant the experience is

September 18, 2014

The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …

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The Digital Executive: Doing something about the data, insight and customer experience gaps

August 21, 2014

Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …

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Do your customer systems and tools actually focus on your customers?

June 11, 2014

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

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Is the experience for your customers simple and easy to use?

May 29, 2014

Clement Teo from Forrester Research recently reported in from a Next Generation Telecom Summit in Honk Kong. What do telcos …

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Can you really narrow an interview down to 3 questions?

May 24, 2014

The move to create a digital business that is obsessed with customers requires talent. We all need the best people …

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Are you keeping score of employee contributions?

May 22, 2014

Engaged employees create a culture where customers are highly engaged. Study after study demonstrates it. Engaged employees, who work with …

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  • “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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