The Importance of Culture in Digital Transformation and “the human quotient”
Two of the most promising drivers in digital transformation are EX and CX (employee experience and customer experience). At Oracle’s …
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Lead your Digital Transformation – No Fancy, Schmancy Job Title Required!
We all have a chance to lead. Every business, nonprofit, department, government agency, and school must transform to the new …
Most CEOs Can’t Lead A Digital Transformation
I am a big fan of Jim Collins. It is nice to hear again about his influence. It is also …
The US government’s requirements for passwords has changed
This makes sense. Password security needs an overhaul. Let’s see if this takes off. It might be getting easier to …
Corporate Culture Dictates the Success or Failure of Digital Transformation
We know it is all about the culture. Am I willing to tackle the issue? Am I will to put …
“You’ll attract the employees you need if you can explain why your mission is compelling.” ~Peter Thiel
Why? That is the big question to answer and then shout it at the top of our lungs to everyone. …
Why did I start this journey in the first place?
Transformation isn’t easy. We all know that most transformation initiatives, of any kind, fail. The reasons are well known. Too …
Building a Strong Voice of the Customer Program (Video)
Customer connectedness is one of Temkin Group’s four CX core competencies. A key capability in this area is a strong voice of the …
Understanding your Digital Business Model by its Business Functional Requirements for Operational Technology
Am I focused on making this goal or process or people issue supported by a digital component? Am I thinking …
“You manage things; you lead people.” ~Rear Admiral Grace Hopper
Transformation is all about the people. The people who lead and the people who have to implement the change. As …
What is really important around here?
Senior management gets behind lots of things. There are plenty of culture change initiatives. Some of them are real. A …
We fired all the troublemakers six months ago … around the time this company generated its last original idea.
Can I tolerate dissent of opinion? Who generates the most innovative ideas? Do I have enough people like that at …
“Highly engaged employees make the customer experience. Disengaged employees break it.” ~Timothy R. Clark
Do I believe that highly engaged employees make a difference in the customer experience? There is plenty of evidence and …
How are nonprofit’s measuring multi-channel campaigns?
We hear so much about the importance of sending multi-channel campaigns and integrating direct mail, email, social and website messaging. And I see more …
Cvent reports that on average, customer retention rates are 18% higher when employees are highly engaged.
Highly engaged employees lead to loyal customers. Study after study reveal this simple fact. So … Cvent reports that on …
“When people go to work, they shouldn’t have to leave their hearts at home.” –Betty Bender
Work and success is about passion for what we do. We get up and go to work for a reason. …
Am I willing to prioritize customer experience investments to keep my promise?
We have made promises to our customers. They may not have been well thought out but we have made them. …
The C-Suite and IT Need to Get on the Same Page on Cybersecurity
A recently published global survey of C-Suite level executives and IT Decision Makers (ITDMs) revealed a large gap in assessments …
"The common question that gets asked in business is, ‘why?’ That’s a good question, but an equally valid question is, ‘why not?’" ~~Jeffrey Bezos
It is all about the question most days. As leaders, we get to ask the questions and help everyone focus. …
Think digital is a big deal? You ain’t seen nothing yet. When, not if, will you change your strategy?
Some days the message comes through load and clear. If my company is “digital” yet, I am way behind things …
Converting Crowdfunding Donors: Using Data and Testing to Drive Long-Term Engagement
There are days I ask myself, what happened to the annual campaign and a core of loyal donors? There aren’t …
All this technology is making us antisocial … or is it?
Who says history doesn’t repeat itself.
An “Omni-Channel” Donor approach will make a difference
Unified donor data and a unified experience is supported by an Omni-Channel approach. Omni-channel creates a unified approach seamlessly across …
Temkin Well-Being Index for U.S. Consumers Jumps To Highest Levels
The Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, they track …
Will I act on the customer insight if I get it?
If I get insights from customers, is my leadership team prepared to act, based on the insights? If yes, proceed …
6 Reasons Why Most Fundraisers Don’t Know Their Donor Retention Rate
Donor retention is the key to successful fund raising at non-profits. It is essential to being cost effective. Acquiring new …
How to Create Successful Customer Feedback Surveys
We all know how to carry on a conversation. The challenge in getting feedback from customers is to approach our …
Your Customer Experience Measurement Guide – CX – perience
We know the customer experience is important. We struggle with how to measure it. At the end of the day, …
Creating a donor value framework
Not all data is of equal value and not every donor is either. Part of the framework that leads from …
Do you have a content curation strategy? Do you have an eye for the awesome?
Do you have a content curation strategy? If not, now is the time to think about it. Original content is …
Doing something about the data, insight and donor experience gaps
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Unifying the experience for the donor
This is not all about data. At the end of the day, donors will expect a great (unified) experience across …
What’s on tonight? Will I be intentional with my time?
Will I be intentional with my time? It may be the single most important personal goal I can have. I …
Am I booking enough time to think?
Am I booking enough time to think? Answer. Probably not. Does my calendar reflect that I need to reflect? Answer. …
Unifying donor data and creating actionable insight
Even 2 pieces of unified data is more powerful than one. Having a plan for the most valuable sources and …
Social Media & Content Are Top Priorities for Marketers
Social Media & Content Are Top Priorities for Marketers — “Marketing in the digital world has come a long way from …
“The only way to do great work is to love what you do.” ~Steve Jobs
Am I on a mission? I need focus and purpose to what I am doing. Without that, I am just …
Donor data is all about insight leading to action
Data is very useful if it allows us to understand our donors better. Collecting data is of no value if …
Manager of Business Results – Position available
This is too good to ignore. I’m guessing we could replace the Chief Digital Officer title up top with others …
Should We Have This Meeting? (Infographic Decision Tree)
So many corporate employees spend their workday bouncing from meeting to meeting. In many organizations, the de facto method of …
Will your company be customer experience driven?
There is no denying that companies are embracing the whole “customer experience” phenomena. This year even more companies will adopt …
The value of offline donor data
Not all data is as valuable as others. The human resources to manually enter offline donor data can be daunting …
How did I feel about that experience? Was it fun?
Many things make up the customer experience. Three that many agree on are achieving a goal, the effort it takes …
What donor data should we collect?
We probably shouldn’t try to collect everything. We also should be collecting the “right” donor data. We should consider enhancing …
Who’s responsible for building a digital business?
Who’s Responsible for Building a Digital Business? While someone with a specific title may be accountable for the digital business, …
Is this the year of purpose?
It is a great question to think about. Will I be purposeful? It’s once again the time of year when …
This is a donor ecosystem built for data, insight and action
Resist the temptation to focus and organize around silos. While silos can maximize a part of the system, they sub-optimize …
Unifying Online & Offline Donor Data for a Consistent Experience
The challenge of creating meaningful relationships is complicated by an abundance of data from both online and offline sources, as …
“Cultural change takes six months per layer in your organization.” ~Mike Capone
Think about how long it takes to change. As leaders, we think it won’t be so difficult. Is it any …
How important is mobile? Money Follows Eyeballs – Mobile Ad Boom Continues
One of the golden rules of advertising is that money follows eyeballs. And since people are looking at their smartphones …
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