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Digital Business

~ The Journey to Creating Amazing Customer Experiences

Author Archives: Michael Wilson

Check out the “Excellence Now Campaign”

January 13, 2021

I am a big fan of Tom Peters. This looks very interesting. Tom is coauthor of In Search of Excellence—the book …

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The Best Ways Leaders Promote Happiness 

January 11, 2021

Here is some great insight from Lolly Daskal about our responsibility as leaders. We all want employees to be happy …

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Digital Transformation in 2021 and Beyond

January 9, 2021

Salesforce executives shared their 2021 predictions for the future of work, digital transformation, and business innovation. While there will always be unknowns, …

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Beyond Surveys: Finding the Right Balance Among Your Customer Feedback Sources 

January 8, 2021

Customer feedback is the life blood of every business that is focused on amazing customer engagement. With all that has …

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Digitization, Digitalization, Digital Transformation – A Stake in the Ground

January 6, 2021

Does the Corona-crisis accelerate digital transformation? Looking at the definitions of digitization, digitalization, and digital transformation, the answer is a clear …

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Five essential tools for post-Covid CMOs 

January 4, 2021

Chief Marketing Officers (CMO’s) need robust tools to do their job effective. Here is a great summary 5 categories along …

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A simple 2 x 2 for choices

January 1, 2021

Here is some great insight from Seth Godin. Our life is filled with projects. We invest time, effort or money, …

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Customer Experience Indexes: Modern Thinking

August 21, 2020

Hopefully you have a customer experience index that you use to give you insight. We get wed to them and …

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Dear CEO, does your B2B website need a “how to buy from us” page? 

August 10, 2020

This is something always stunning about simplicity. I don’t think this too simple but it seems to be pretty basic. …

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Anxious About What’s Next? Here’s How to Cope.

August 6, 2020

How do we handle our anxiety in the perilous days? Here is some insight on anxiety and great suggestions. This …

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My Manifesto: Experience Matters [Bruce Temkin]

February 27, 2020

From Bruce Temkin: In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in …

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Are You Pushing Yourself Too Hard at Work?

January 5, 2020

Here is some great insight we all should pay attention to in our lives. God rested on the 7th day. …

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What Happens When Your Career Becomes Your Whole Identity

December 27, 2019

It happens way to easily. It is a slippery slope. Too many of us go down this path. Here is …

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Why Do The Best Leaders Downplay Pressure 

December 26, 2019

Here is some great insight from Lolly Daskal on the value of pressure. All leaders feel pressure. You may experience …

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New Research Shows Strong ROI of CX

December 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. …

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How tech leaders can fully embrace digital marketing in 2020

November 29, 2019

Christine Telyan, CEO of global tech company UENI, managed to move from 100 business sign-ups per day to 3000 in …

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Don’t Be Afraid to Disagree in a Job Interview

November 25, 2019

Should you disagree in a job interview? When you’re interviewing for a job, you typically have one primary goal: impress the …

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The Best “Creative leadership” Quotes of “Digital Master”

August 31, 2019

Here is a set of “Creative leadership” quotes in “Digital Master.” 1 Creative leadership can be described as “Adaptability meets Agility” …

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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.

July 2, 2019

From Bruce Temkin. This is am amazing summary well worth taking to heart as a roadmap to success. Given the …

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Do we need to think differently about our projects?

June 5, 2019

Project management is very important. But beyond budgets, milestones, scope documents and all the PM process we get overwhelmed with, …

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Customer Experience Leaders outperform the broader market. Are you a leader or laggard?

June 3, 2019

It is reasonable to ask, if my company invests in the customer experience, will it work? This question drove Watermark …

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How many event participants have registered who don’t raise a penny? What can we do about it?

May 31, 2019

Paul Ghiz leads one of the nonprofit industry’s most successful enterprise fundraising software and services companies, Global Cloud, makers of DonorDrive …

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Are you riding the social media bullet train?

May 29, 2019

It is a full scale social revolution. So some questions: Do you have accounts on all the current social media? …

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Where is your organization chart taking you?

May 27, 2019

You have to love this funny chart but also Seth Godin’s great questions in his blog. Is it because it …

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Are we ready to cross the chasm?

May 24, 2019

Dan Gillett is the former CEO of Kimbia.   Kimbia’s online fundraising platform enables nonprofits to find, convert and retain more …

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How to Make Hot Desking Work for Your Small Business

May 23, 2019

Just like humans outgrow their clothes, expanding businesses outgrow their workspaces. Finding the right size office for your company can …

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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.

May 22, 2019

This is not all about data. At the end of the day, customers will expect a great (unified) experience across …

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Our focus needs to be on doing something that improves the customer experience.

May 20, 2019

Knowing you have a gap in the data and the experience is one thing. Doing something that improves the experience …

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Do leading indicators produce the results you want to achieve?

May 17, 2019

SMART goals are very important. They set the direction and tone. How they will be achieved (strategy) is equally, if …

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Is even 2 pieces of unified data more powerful than one?

May 15, 2019

Even 2 pieces of unified data is more powerful than one. Having a plan for the most valuable sources and …

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Collecting data is of no value if it doesn’t lead to insight.

May 13, 2019

Data is very useful if it allows us to understand our customers better. Collecting data is of no value if …

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Microsoft is winning the techlash

May 10, 2019

Here is a great article from Axios: Microsoft is winning the techlash The tech industry is feeling the pain of …

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What if we spend our time on the passionate people, who know that their money is making this thing happen?

May 8, 2019

There is a case to be made for transparency. Nonprofits are naturally conflicted about how much to say. Donors are …

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Does past performance guarantee future results?

May 6, 2019

Let’s start with the facts. In a 10-year study of 1,500 corporations with the biggest market caps, three noted business school professors …

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Being the Boss: The 3 Imperatives for Becoming a Great Leader

May 3, 2019

Linda A. Hill and Kent Lineback, authors of “Being the Boss: The 3 Imperatives for Becoming a Great Leader,” describe …

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The true cost of customer response

May 1, 2019

We ought to count the cost. Is it worth it to provide a horrible or even mediocre customer experience? What …

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How can we improve donor loyalty at non profits?

April 29, 2019

Loyalty and donor renewal wins the day. Here are some great ideas on what to track. There may be a …

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Who will lead the digital charge in our company? Who will be the champion and evangelist?

April 26, 2019

Many of us face interesting questions. The are, at the core, questions of leadership. Who will lead the digital charge …

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Is you nonprofit this transparent?

April 24, 2019

This seems like a super idea from GuideStar. Transparency in the nonprofit sector is important. It would be great to …

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How Jack Dorsey plans to change Twitter

April 23, 2019

In an effort to make Twitter a healthier place, CEO Jack Dorsey said the company is looking to change the …

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Do we have a workforce computing strategy that enables the business goals?

April 22, 2019

Is hope a good strategy? For many of us in business, it seems to be on some days. We can …

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Is turnover more than a rare occurrence in your organization?

April 19, 2019

Today’s guest blog is from Andrew Jackson. Andrew has spent the last 30 years building and managing technical service companies.   …

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Our customers are demanding a better and seamless customer experience.

April 18, 2019

How important is it to provide our customers a seamless experience? Is the experience they have today better that it …

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What drives the bulk of internet traffic?

April 17, 2019

This is amazing. Ever-increasing download speeds, file sharing and the growing adoption of high quality online video are expected to …

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Are you ready to “life track”?

April 16, 2019

Who would have thought of a whole category of applications called “life tracking” would come into existence. Here is a …

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How to adapt to not only react but lead customer experiences before they fall to digital darwinism.

April 15, 2019

Jon Swartz is a veteran technology reporter based in Silicon Valley currently covering emerging and disruptive tech at USA Today. …

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How important is the grounding of goals within a time frame, giving them a target date?

April 12, 2019

The fifth criterion for SMART goals stresses the importance of grounding goals within a time frame, giving them a target …

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Is it possible to be too connected in this digital age?

April 11, 2019

How often does the social media monster swallow you whole? More than you may think, according to Red e App, …

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Is the big deal understanding the connected generation?

April 10, 2019

What qualifies as digital alienation for the CIO and the digital executive? Is it about “age” or is about being …

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Does breaking jobs into tiny pieces yield better, faster, cheaper work — and greater flexibility for employees?

April 9, 2019

Tom Malone, professor at the MIT Sloan School of Management and author of the HBR article “The Age of Hyperspecialization,” …

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Top Posts & Pages

  • “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos
    “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos
  • “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
    “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
  • How will you know when you've arrived?
    How will you know when you've arrived?
  • The elephant in the room is making a mess
    The elephant in the room is making a mess
  • "Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." ~Donald Porter
    "Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." ~Donald Porter

Tags

Agile Agility Change Culture Customer Customer Experience Customer Focus Customer Service Cyber Security Data Digital Digital Business Digital Transformation Donor Donor Experience Employee Engagement Facebook Forrester Research Guest Blog Innovation Leadership Marketing Mobile Nonprofit People Seth Godin Social Media Strategy Technology Transformation

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My Tweets

Recent Posts

  • Check out the “Excellence Now Campaign”
  • The Best Ways Leaders Promote Happiness 
  • Digital Transformation in 2021 and Beyond
  • Beyond Surveys: Finding the Right Balance Among Your Customer Feedback Sources 
  • Digitization, Digitalization, Digital Transformation – A Stake in the Ground

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Enter your email address to follow this blog and receive notifications of new posts by email.

Join 9,473 other followers

Tags

Agile Agility Culture Customer Experience Digital Digital Business Digital Transformation Donor Donor Experience Employee Engagement Facebook Guest Blog Leadership Mobile Nonprofit People Seth Godin Social Media Strategy Transformation

Follow me on Twitter

My Tweets

Top Posts & Pages

  • “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos
  • “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” - Jeff Bezos
  • How will you know when you've arrived?
  • The elephant in the room is making a mess
  • "Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong." ~Donald Porter
  • Larry Ellison's Top 10 Rules For Success
  • An “Omni-Channel” Donor approach will make a difference
  • Is hierarchy overrated?
  • A Donor Experience Approach to Strategy, People, Process and Technology
  • Digital Business Transformation is not an optional Strategy. Now is the time for the courage to lead and the wisdom to listen. 

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