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 …
Category Archives: Digital Business
Should I sweep the floor or sell tomatoes?
The broker was dumbfounded. “You don’t have an email, and yet have succeeded in building an empire. Can you imagine …
How do our nonprofit moments of truth look to donors?
As you would expect, Google has done some amazing research on the connected consumer experience. It is worth it to …
Rise of Digital Music Stops the Industry’s Decline
“2015 was a pretty good year for the music industry. According to IFPI, worldwide recorded music revenues totaled $15 billion, …
“Greatness can’t be a policy, and it’s hard to delegate to bureaucrats.” ~Seth Godin
We can be a part of what is great. It isn’t easy some days. It is a fight. We need …
How important is the moment where a donor decides to engage?
There comes a moment where a potential donor makes a decision to engage. They may be just “testing the waters” …
How do we capture the attention of Generation C (Connected)?
The connected customer or potential customer, is one of the most important but challenging issues we must all address. They …
Einstein’s Secret to Amazing Problem Solving (and 10 Specific Ways You Can Use It)
The definition of the problem will be the focal point of all your problem-solving efforts. As such, it makes sense …
Why is your website losing search engine traffic?
Why is your website losing search engine traffic? Probably because it is old. As a digital executive who is building a digital …
E-commerce Sales Tools and Customer Experiences that Are Shaking Up Business
Consumers are flocking to our E-Commerce sites and buying. The challenge is that the customer experience is not static. Others …
The 4 TED Talks That Leaders Need to Watch
Although it began as a onetime event 32 years ago, the annual TED convention has grown into a global enterprise …
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 …
Vision is one of the Four Keys to Nonprofit Leadership by Mark Roithmayr (guest article)
Vision is one of the Four Keys to Nonprofit Leadership by Mark Roithmayr Last month we spoke about the Four Keys to …
Is the connected donor distracted or engaged?
We see it every day. We are at an event and someone holds up their phone to video or take …
How do you visualize going viral?
We’ve heard about going viral for a long time now. Or at least it seems that way. Here is a …
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 …
Trouble with the Curve? Why Microsoft is Ditching Stack Rankings for employee evaluations.
Does your company evaluate “on the curve”? It is quite possible they do. You may not even know it if …
Why isn’t collaborating in the Cloud easier?
We want to collaborate. It just sounds good to say it. Why wouldn’t we? Of course we do. Everyone believes …
40 Years of Apple stunning growth
This is an amazing chart. Even 10 years ago, who would have thought this would happen? “40 years ago, on …
Now is the time to make different decisions for our donors
As a nonprofit executive, we have focused on some traditional markets and strategies. Our mission has compelled us to think …
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 …
Who “owns” the nonprofit donor?
Do we own our donors? Are they “the property” of the Development department? Are gala attendees interested in our mission …
Did that experience “really stink” or was I dissatisfied?
In a recent speech, Bruce Temking gave at the Customer Experience Professionals Association (CXPA.org)CustomerSpark event in Dallas, he talked about the importance of focusing …
To reach our goals, make a mental movie
One of the core characteristics of the customer obsessed digital executive is purposeful leadership. This leadership is both purposeful and …
The Four Keys to Nonprofit Leadership by Mark Roithmayr (guest article)
The Four Keys to Nonprofit Leadership by Mark Roithmayr Recently much has been written about the coming Tsunami of baby boomers …
CEOs: Before calling for more digital innovation – answer 3 essential questions.
We all want to be more innovative. We embark on a new “very big deal” approach. It is highly visible. …
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 …
Why do we need to create a framework for the lifetime value of customers?
Creating a customer value framework, which includes calculations of Customer Lifetime Value (CLV), is an initiative that is extremely valuable …
Destroying Non-Profit Database Industry Myths — Guest blog by Fielding Yost
Guest blog article by Fielding Yost — CEO of Saturn Corporation Non-profits have fallen into a trap when it …
The Evolving Role Of Business Architecture. Are we doing the right things?
Am I doing the right things? It is an essential question. It is certainly different from doing things right. The …
Am I ready for disruption?
Am I ready? Am I ready for someone else to disrupt my company? Can we disrupt ourselves? These are essential questions for …
Your passion for your mission and your donors can turn you into a hero
You have a passion for your mission. You want to do the right thing for your donors. You believe …
Is the staff structure important to the donor experience?
Structure is important to the donor experience in the sense that in architecture, “form follows function”. When you know why …
Why customer data is useless without insight?
Data is wonderful but in and of itself, we know it can be useless. Data about our customers is very plentiful. …
Define Donor relevance by how relevant the Donor experience is
The donor journey is evolving (albeit very, very fast). That shouldn’t surprise us but it is good news. We haven’t …
In the world of customer experience, what does the path look like?
Customer experience does matter. It isn’t easy to get there but a road-map does exist. Temkin Group’s research shows that companies …
The Untapped Value of Employee Engagement
There is tons of data to show that engaged employees create engaged customers. Consider this about engaged employees: Always try …
Employee engagement is foundational to donor engagement
Employee engagement is foundational to donor engagement. It is highly unlikely that an employee who hates their job or who …
Are we denying the facts about the current donor experience?
This happens way too much. It clearly isn’t helpful to deny the facts. It is also important to actually know …
“Most of what we call management consists of making it difficult for people to get their work done.” ~~Peter Drucker
It is time for us to change our approach to management. Mr. Drucker suggested that a long time ago. Some …
It’s time to fasten your seat belt. The nature of the donor experience is changing very fast.
Traditionally, the fundamental focus of the nonprofit has been to market, solicit and service donors. This has become known as CRM …
What is encryption and why is it important? This is not Apple vs. the FBI.
Encryption is important. Many companies and individuals take advantage of the benefits of encryption. No one has every suggested it …
Is the lack of digital talent a comment on our leadership?
There has been a pervasive belief that IT (Technology) doesn’t matter. That IT is a commodity to be managed at …
Why should I invest in improving the Donor experience at my nonprofit?
It is reasonable to ask, if my nonprofit invests in the donor experience, will it work? This question drove Watermark …
Digital Business