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 …
Category Archives: Customer Focus
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, …
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 …
Why Nonprofit Executives should care about Master Data Management (MDM)
Do you struggle keeping 2 or more sources of data up to date with name changes, address changes, email updates, …
What is organizational culture?
Management guru Peter Drucker is credited with saying that “culture eats strategy for lunch.” It is hard to find any leader who doesn’t …
“The way your employees feel is the way your customers will feel.” ~Sybil F. Stershic
As corporate leaders, we make investment decisions all the time. We have investment formulas that help guide those decisions. All …
The Healthcare Experience Revolution
What if your goal (strategy) is to revolutionize the health care experience? I think most of us would agree there …
SMART goals are attainable in transformation initiatives
Goals should be both realistic and attainable for the digital business. While an attainable goal may stretch a team in …
Bellhops lead the way in amazing customer service
How can you create more autonomy in your work environment? We know that engaged employees lead to engaged customers. Investing …
“This is the age where digitally empowered customers are driving firms to become customer-obsessed, digital businesses.” ~Eveline Oehrlich
There is a new imperative in business. Our technology partners, the traditional IT department, and the CIO all need to …
Can relationships be managed?
We have had “customer relationship initiatives” for a long time. Some have paid off. Many have not. Is it just …
Transformation requires being focused
In addition to be obsessed, the other essential ingredient to success in transformation efforts is focus. It must be recognized, …
Is it worth it to delight the weird?
Is it worth it to delight the weird? Seth Godin, as usual, nails it. It is not about being “average”. …
Why Amazon Gives so Many Perks to Prime Members
Free shipping, special deals, free video streaming and, since last week, free access to a selection of digital books and …
Leaders talk about customer needs and wants, not what the company needs.
What we talk about as leaders is important. It can’t be faked. Our customers and employees are listening. As leaders, …
How do we know who the customer is behind all the devices connecting with us?
How do we know who the customer is behind all the devices connecting with us? We live a world of …
What is more important, advertising or amazing customer service?
How important is the experience that customers have with you? Before you answer, consider this: 40% of people began purchasing …
Faking the customer experience
If the product really stinks can you fake the experience to generate more profit? You can’t fake the real experience. …
In the age of communities, how important is our nonprofit brand?
What does your nonprofit stand for? What (and who) does it represent? Now, more than ever before, our brand is …
What is more important, customer feedback or customer behavior?
We get feedback every day from our customers. They don’t open the email we sent them. They don’t buy a …
Are we witnessing the “last breath” of the donor funnel?
Over the years, nonprofits have developed various models to explain donor behavior. Most of the ones I have seen have …
What will the workforce of the future look like?
What will the workforce of the future look like? Great question. It will be the same and it will be …
How should we organize ourselves to deliver a stunning customer experience?
Bruce Temkin does great work on customer experience. He has identified characteristics of mature customer experience approach. This is essential …
Are you On the Path to Omnichannel Excellence?
According to SAP’s recent “The Race for Omnichannel Excellence” report, consumer product brands are, on average, three years away from …
Donor engagement is not about voodoo
Engagement is not about voodoo. It is however as much about art as about science. It also draws heavily from …
What is the one über competency for being customer obsessed?
We all need to be passionately focused on great customer experiences. This is the driving force for profitability. Is there …
How engaged employees create engaged customers.
Sam Stern at Forrester Research has some great ideas about hiring customer-centric employees. We know how important it is to …
Is managing the donor experience an art or science?
Is managing the donor experience an art or science? It is part art and part science and a whole lot …
Is the past killing our future? Do we have the courage to do the right thing?
There is a tough thing in life. We make business decisions and invest millions of dollars. Many times it doesn’t …
Disruption 101: Transforming an Innovative Idea into a Sustainable Business
Are you a software company? Should you be a software company? Are you about to be disrupted because you don’t …
How will it end?
How will it end? There are many things about the customer experience we may not have the resources to impact. …
Individuals are one of the Four Keys to Nonprofit Leadership by Mark Roithmayr (guest article)
Welcome back to the fourth in the series of blogs on Nonprofit Leadership namely Vision, Constituencies, Individuals and Implementation. Today …
Why don’t donors don’t always give year after year?
The challenge is that donors don’t always give year after year. Donors staying loyal is the exception, not the rule. …
What are the rules of employee engagement for a great customer experience?
More and more, we are beginning to recognize that a key to the customer experience is highly engaged employees. Gallup …
What does it take to win in a post-digital world?
The pace of change is stunning. Consumers have now moved from feeling empowered by digital technology to being entitled to …
Constituencies are one of the Four Keys to Nonprofit Leadership by Mark Roithmayr (guest article)
Welcome again to our ongoing series on the Four Keys to Nonprofit Leadership namely, Vision, Constituencies, Individuals and Implementation. This …
Transformation change is more about culture than strategy
We have a lot to do. Our plate is full. Who needs one more thing on the list? My guess …
Why do customers feel like we are treating them all the same?
Why do customers feel like we are treating them all the same? Because, for the most part, we are. Think …
Do we really want to treat our customers like plankton?
Who wants to be plankton? Seth Godin, in a very insightful blog post, gives us the answer. We don’t want …
Is there a ROI to Social Media?
We have all tried to justify our investment in Social Media. Is it time to move on from that notion? …
Will the Rightful Customer Experience Owner Please Stand Up?
The customer experience is a journey involving many along the way. Does the sales department “own the relationship”? What about …
Talking to our audience, instead of our selves by Chris Clarke (Habitat for Humanity)
Guest Blog: Chris Clarke — Talking to our audience, instead of our selves Chris Clarke is Habitat for Humanity International’s …
From stunning Moments of Truth to amazing journeys
From stunning Moments of Truth to amazing journeys, the focus on the complete customer experience is critical. Touch points are …
Is it time to widen our view from generations to connected donors?
We are beginning to think about engagement in terms of is it social or is it mobile? If our nonprofit …
How do consumers expect to connect with us?
You know technology is moving fast. So are customer expectations. Adoption of multiple devices is now the norm. I connect …
Salesforce.com Seeks Nonprofit Input on Specialized Software
Cloud-computing company Salesforce.com is soliciting input from nonprofits on how to tailor its programs to meet charities’ needs, the San …
Get ready for a new generation of donors
Are we ready for a new generation of donors? Nonprofit executives, meet the Millennials. Millennials, meet XYZ nonprofit. Oops, there …
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