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 …
Category Archives: Digital Business
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, …
Customer Experience Indexes: Modern Thinking
Hopefully you have a customer experience index that you use to give you insight. We get wed to them and …
Dear CEO, does your B2B website need a “how to buy from us” page?
This is something always stunning about simplicity. I don’t think this too simple but it seems to be pretty basic. …
Anxious About What’s Next? Here’s How to Cope.
How do we handle our anxiety in the perilous days? Here is some insight on anxiety and great suggestions. This …
My Manifesto: Experience Matters [Bruce Temkin]
From Bruce Temkin: In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in …
Are You Pushing Yourself Too Hard at Work?
Here is some great insight we all should pay attention to in our lives. God rested on the 7th day. …
What Happens When Your Career Becomes Your Whole Identity
It happens way to easily. It is a slippery slope. Too many of us go down this path. Here is …
Why Do The Best Leaders Downplay Pressure
Here is some great insight from Lolly Daskal on the value of pressure. All leaders feel pressure. You may experience …
New Research Shows Strong ROI of CX
The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. …
How tech leaders can fully embrace digital marketing
Christine Telyan, CEO of global tech company UENI, managed to move from 100 business sign-ups per day to 3000 in …
Don’t Be Afraid to Disagree in a Job Interview
Should you disagree in a job interview? When you’re interviewing for a job, you typically have one primary goal: impress the …
The Best “Creative leadership” Quotes of “Digital Master”
Here is a set of “Creative leadership” quotes in “Digital Master.” 1 Creative leadership can be described as “Adaptability meets Agility” …
Reflecting On 6 Principles Of Success | Lessons from Bruce Temkin over the last decade or so of building a successful business, creating a world-wide association, and nurturing the CX movement.
From Bruce Temkin. This is am amazing summary well worth taking to heart as a roadmap to success. Given the …
Do we need to think differently about our projects?
Project management is very important. But beyond budgets, milestones, scope documents and all the PM process we get overwhelmed with, …
Customer Experience Leaders outperform the broader market. Are you a leader or laggard?
It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …
How many event participants have registered who don’t raise a penny? What can we do about it?
Paul Ghiz leads one of the nonprofit industry’s most successful enterprise fundraising software and services companies, Global Cloud, makers of DonorDrive …
Are you riding the social media bullet train?
It is a full scale social revolution. So some questions: Do you have accounts on all the current social media? …
Where is your organization chart taking you?
You have to love this funny chart but also Seth Godin’s great questions in his blog. Is it because it …
Are we ready to cross the chasm?
Dan Gillett is the former CEO of Kimbia. Kimbia’s online fundraising platform enables nonprofits to find, convert and retain more …
How to Make Hot Desking Work for Your Small Business
Just like humans outgrow their clothes, expanding businesses outgrow their workspaces. Finding the right size office for your company can …
Staff who are closest to the customer usually have a handle on what data and insight would be most useful to the journey mapping process. Be sure to engage them regularly.
This is not all about data. At the end of the day, customers will expect a great (unified) experience across …
Our focus needs to be on doing something that improves the customer experience.
Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …
Do leading indicators produce the results you want to achieve?
SMART goals are very important. They set the direction and tone. How they will be achieved (strategy) is equally, if …
Is even 2 pieces of unified data more powerful than one?
Even 2 pieces of unified data is more powerful than one. Having a plan for the most valuable sources and …
Collecting data is of no value if it doesn’t lead to insight.
Data is very useful if it allows us to understand our customers better. Collecting data is of no value if …
Microsoft is winning the techlash
Here is a great article from Axios: Microsoft is winning the techlash The tech industry is feeling the pain of …
What if we spend our time on the passionate people, who know that their money is making this thing happen?
There is a case to be made for transparency. Nonprofits are naturally conflicted about how much to say. Donors are …
Digital Business