What middle managers really think about the customer experience.
Middle managers face a big squeeze in the focus on the customer experience. Senior management has a vision. Current operations …
Category Archives: Digital Business
Are we disillusioned about what customers really think?
The Digital Executive is so passionate about Customers that they live for executing a strategy that creates value for the “bottom line”. …
Why is asking unstructured questions important in “voice of the customer” programs?
We are focused on our customers. We are making the transition to understanding the goals and needs from their perspective. …
CIO 100 Award Winner, Steve Bergman, joins Fortium Partners
Dallas, TX February 17, 2016 – FORTIUM PARTNERS, the world’s fastest-growing provider of business technology turnaround and leadership services, announced today that …
Is where you are going strategically clear enough for everyone?
SMART goals are specific. Does your goal sound too general? It is probably not a SMART goal yet. The aim …
Guest Blog: Lisa Bowman — Corporate to nonprofit: a marketer’s journey and the lessons learned
Corporate to nonprofit: a marketer’s journey and the lessons learned By Lisa Bowman – Executive Vice President and Chief Marketing Officer …
What does the collaborative economy look like for customers and partners?
There is a lot that goes into collaboration with customers and partners. It can be transformative. Rachel Botsman, Partner, Collaborative …
What I remember about the experience is the main thing. Or is it?
Is what I experience the most important thing? Perhaps it is what I remember. What I remember is the thing. …
In the Internet of Things, are you ready to take control in your self driving car?
The Internet of Things is all the rage. Are you ready? My thermostat is one thing, my car is another? …
What are the current mobile and app marketing trends?
Forrester has released its mobile predictions for 2016, highlighting how mobile will act as a catalyst for business transformation and …
Why is changing culture like baking a cake?
Culture is difficult to change. Changing it is painful. Nothing in the world is worth having or worth doing unless …
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 …
What are the seven stages to embracing customer insight data in a world obsessed with customers?
It isn’t easy to change. None of us get there overnight. There is no road to Damascus conversion, so to …
What does the future of customer service look like?
There is a huge emotional component to great customer service. In an American Express Service Survey, when 1,620 consumers were …
Does an ounce of prevention make a difference in the customer experience?
We have many opportunities each day to create a positive customer experience. That should be the norm. We should focus …
How has Facebook fared in its risky move to mobile?
How important is mobile? Let’s look at Facebook. They show what can happen if you focus on the transition. They …
Customer experience focus suggestions
Bruce Temkin has labeled 2016 as The Year of Emotion. Emotion is many times missing from our experience equation. How an …
7 Wonders of Effective Customer Experience Leaders
7 Wonders of Effective Customer Experience Leaders CustomerThink has identified seven principles of simple, powerful, natural gifts that we’ve all …
The problem with Facebook is?
Facebook is a complex ecosystem of individuals, creators, brands and advertisers. The problem is the only way Facebook has found …
How to make employee engagement a key metric
When employee engagement becomes foundational to how you do business as a part of people initiatives, it will become a …
5 Fundraising focus areas for 2016
There are lots of ideas vying for our attention. As development executives, where should our focus be right now? Exceed …
Digital goals are lagging indicators
Lagging indicators is a concept used a lot in the economic world. For the digital executive, it is important to …
Is omnichannel the new black?
How important is a 360 degree view of the customer? Is 340 good enough? Is there such a thing as …
What are the fastest growing iPhone app categories?
Over the past few years, smartphones and tablets have completely changed the way we interact with media. We may still …
GuideStar Redesigns Charity Profiles to Emphasize Results
For the first time since 2009, GuideStar has redesigned its 2.4 million charity profiles to place stronger emphasis on programming …
Why 2016 Will Be The Year Of Digital Signage And Displays
Since Forrester was founded in 1983, they’ve never had a coverage area on digital signage ̶ until now. Why? In the …
How Social Media is changing business in an open and collaborative world
Social media isn’t going away. It is the way of the new world and empowered employees. Employees want a more …
After 10 months at the helm, Chandini Portteus has resigned as president and chief executive of the Livestrong Foundation
Chandini Portteus has resigned as president and chief executive of the Livestrong Foundation 10 months after being named to lead …
What is the return on investment in the customer experience?
People always ask about the connection between customer experience and business results. Well, here’s some visual evidence of the linkage. …
Microsoft Is Pulling the Plug on Windows 8
I used Windows 8 but mainly stayed on the desktop side. Just bought a Surface Book running Windows 10 and …
How companies become digital leaders
Great podcast from McKinsey. Digital transformation isn’t going away. It is only accelerating at an unprecedented pace. Just about every …
10 Facebook features to watch in 2016
Facebook continues to expand its services. It is hard to keep up with it all. It has stiff competition on …
“The number one thing to steal from your competitors: Wisdom.” ~Seth Godin
I need more wisdom. I don’t have to look far to find it. “What have I learned from others” is …
Tough Times Ahead for the Tech Industry? Are we over the shiny new object?
Accenture conducted an international survey to take the pulse of today’s tech consumer. The results are sobering, as a decade …
Can one simple oversight bring our stock price down 8% in two weeks?
It is easy to underestimate the new power that consumers have in the digital world. Don’t let it happen to …
Guest Blog: Mike Capone — Accelerating Innovation in Clinical Research Digital Strategies
Mike Capone brings a unique blend of client-facing operational experience and strong technical knowledge to his role as head of …
What is the real rise in nonprofit giving?
What is the real rise in nonprofit giving? After adjusting for inflation, charitable giving by Americans is more than …
Contact center customer experience trends to stay on top of for 2016
The pace of change in the customer experience is moving fast. Consumer expectations are ramping up to the highest common …
Is hierarchy overrated?
(Photo credit: Wikipedia) There are a number of trends that are converging that make it easier to have less hierarchy. …
Did Uber let their size keep them from disrupting a whole industry?
If you are a small to medium sized business, does that necessarily mean you can’t compete with the big guys? …
Big Gifts From the Wealthy Weren’t Plentiful in 2015
The size of the biggest gifts from rich donors and their foundations fell significantly in 2015 compared with 2014, according …
Are you ready to primarily use visual content?
The old saying claims that a picture is worth a thousand words, but video ups the ante. According to Forrester …
6 important characteristics to step into the digital leadership void
CIO’s are well positioned to lead a company digital transformation. They are logical place to look for leadership. What does …
Why we no longer need HR departments
I must say, this article from Bernard Marr is bold in suggesting we don’t need Human Resources departments. The real …
Online Giving Trends from The Chronicle of Philanthropy
Follow important developments in online fundraising with The Chronicle of Philanthropy new data dashboard. See which causes have raised the most, …
11 Customer Experience Trends for 2016 (The Year of Emotion)
There are lots of list like this at this time of year. Bruce Tempkin always has great insight. Culture change …
What are the questions to ask about digital transformation initiatives?
Transformation isn’t easy and many times it fails. There are a variety of reasons. It isn’t easy and it won’t …
How can you stay on top of the fund raising content you need to know about as a fund raiser?
Are you having a hardtime keeping up with the latest in fund raising trends and content? It can happen easily. …
What does a modern CRM system look like?
CRM systems have been around a long time. Companies have had more failures than successes but the systems keep getting …
John Wooden: Playing on principles of caring and leadership
I have long admired John Wooden but had never heard this story. I think this is a must read. What was it …
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