The One Chart Every CEO Should Study | The ROI of Customer Experience
Customer Think reports that last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become …
Author Archives: Μιχαήλ (Michael) Wilson
How Digital And CX Teams Collaborate To Deliver On Brand Promise
Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …
The Three Customer Service Megatrends
Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of …
5 questions to ask to break the “too busy” cycle holding you back from moving to the next level.
We all are busy. The whirlwind never stops some days. And then the emergency strikes. Yee gads. It may take …
Two benefits to avoiding technical jargon and concepts
Technology can very complex. Like every profession, technologists use lots of acronyms and jargon. As digital executives, we may succumb …
What is the cost per outcome for your mission? How do you measure good?
The mission of nonprofits is to do good. A core question is, how do you measure good? It can be …
CIOs as “Chief Influence Officer”
As leaders, we all have a significant role in influencing the strategy and direction of the business. Culture change doesn’t …
Digital transformation churn: Why the digital transformation fail rate is so high
Everyone seems to want to get on the digital transformation bandwagon. Unfortunately, it is easier to “do digital” than it …
“Customer service isn’t simply an expensive, time-consuming obligation. It’s a strategic marketing investment if you want it to be.” ~Seth Godin
Almost daily you can find customer service gone astray. I have my own story with AT&T the other day. I …
What are three things to do with social media, social marketing, today.
This is interesting. It also seems fundamental. I am sure way to many of us are guilty of “believing the …
Brands: Here Is The Size Of Your Digital Commerce Prize
Consumer-facing brands know that there is proverbial “gold” in generating direct sales through digital commerce — but the big question is …
Do you have a passionate desire to learn how to harness disruption and innovate in completely new ways?
You are on a hero’s journey. You have a passionate desire to learn how to harness disruption and innovate in …
Europe’s new privacy law tests muscle on Google
The roughly $57 million fine French regulators leveled on Google Monday is the first real test of how aggressively Europe’s …
“Zucked” book takes aim at Facebook
In his new book, due out next month, Facebook investor Roger McNamee reiterates his claims that the social network is …
29 data-driven ways to improve employee engagement
How much coffee does it take to your team to make it to the end of the day? If cup …
Should You Always Listen to Your Customer?
Is the customer always right? Not always. While listening to customer feedback, taking in reviews, and building off of complaints …
12 Years Ago Steve Jobs Introduced the iPhone, and Everything Changed
A look back at the groundbreaking device. “Every once in a while, a revolutionary product comes along that changes everything.”— …
Is it urgent that we assess our systems to assure our customers and potential customers have the highest level of service?
Customer expectations have changed. We want and expect that you know us, you remember us and you will serve us now. …
Has this happened to you at a call center? How is your call center doing?
Has this happened to you? I called a company I do business with a lot. I was calling from my …
Customer retention strategies and retention calculator
Many companies emphasize the importance of customer acquisition, ignoring customer retention strategies entirely. Perhaps this is influenced by the prevailing …
“If a business has to be told that it needs more focus, accountability and decisiveness, there is a bigger problem at hand.” ~Brad Garlinghouse
We all need to focus. We know we are spread too thin. We need to courage to face this important …
Is it this or that technology? Combining technology strategy makes the difference.
This makes so much sense. It is the combination of technology that becomes so powerful in this model. Well worth …
Is governance needed for a good content strategy?
As digital executives, we all start many initiatives. It is also true that some lose steam. Some for a reason …
Can digital marketing be taught? How much of it is an art?
A lot of things can be taught. Education, training and skill development are important. There is a science to much …
Most customer systems are designed to focus on the needs of the company and not the customer
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
Companies are complex entities when scaled. At the same time, CxOs bemoan complexity while often increasing it through their actions. How does this happen? And what is the effect on profits?
Huw Webber is an experienced systems analyst and management consultant. His company, oxford logical consulting, specializes in removing or ameliorating …
Our reality is a digital world. And so do you have a sense of urgency to bridge the gap?
There is a gap that is growing in your company. It is the gap between the connected customer, their expectations …
Do customers relate to your departments?
If your company has more than 1 department then the reality is that you have silos. The larger you grow …
All of your innovation should about the user experience and simple design
Earning relevance with your customers requires much more than the adoption of the latest technology or being on the social …
Now would be the time to rethink your social media strategy
So you’ve jumped into social media as a part of your digital marketing and customer strategies. Now would be the …
Will we provide new services quickly based on emerging customer needs?
What is the single most important digital business trend? I think it is fair to say we have entered the …
It helps to know the right things about SEO and not the myths that have developed
We all get caught up in the way we have always done things. To build our digital businesses, we all …
11 tips to help you get the raise you deserve
If you want to set yourself up for financial prosperity, knowing how to properly and professionally ask for a raise …
Without powerful user experience professionals, you don’t have a competitive advantage.
There is a revolution going on with customers. The relationship they may have had with your mission and brand in …
Your customers are looking for something unique in their experience. Are you providing it?
Here is a very insightful list via Top 12 Reasons Why Best Practices Suck | Donor Voice. I don’t think there …
Is the innovation cult dangerous?
Sometimes you just have to say that the Emperor has no clothes on. What does innovation really mean? Why has …
Is the best way to think of your brand is of a community?
Here are some good questions. What does your company stand for? What does it represent? Who does it stand for? …
Are you trying to build hero products?
I am a big fan of the work that Constellation Research does. We have lots of lists that writers develop …
Alert: The digital experience is about people
Is customer experience an art or science? It is part art and part science and a whole lot of social …
It isn’t what you say about yourself but it is all about what others say about you that counts
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
Wanting to accomplish everything you think needs to be fixed isn’t useful
An essential ingredient to success of digital business change is focus. It must be recognized, when you are obsessed with …
Do we have the best people we can get who love customers?
The move to create a digital business that is obsessed with customers requires talent. We all need the best people …
Why are we conditioned to look for causes?
Mukul Chopra is Vice President & CIO at Communities In Schools National Office in Washington, DC. Mukul is a Business Technologist. Mukul …
Harnessing the insights buried in the mountain of data to improve the experience for your customers is a huge opportunity
Big data is all the rage. Why? Harnessing the insights buried in the mountain of data to improve the experience …
Do consumers don’t want the ordinary? Can you promise big and deliver?
There is something about a promise, for executives of integrity, that propels us ahead. The key is to not “over …
Does every part of the journey need to be designed to amaze the customer?
What does the current journey look like for your customers? Have you mapped it out? It doesn’t have to be …
Do engaged employees, who work with customers, know what kind of things that need to be done to improve the customer experience?
Engaged employees create a culture where customers are highly engaged. Study after study demonstrates it. Engaged employees, who work with …
The balance of power has shifted decisively in favor of the customer
Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …
If you know the goal, you can evaluate whether a digital strategy will get you there or not.
It is very, very important to think out clearly the digital goal and strategy. It is obvious if you are …
How is dumbsizing born? The challenge of low unemployment!
Robert Cacace is founder of RobertC Consulting. They provide strategic direction to companies struggling with the intricacies of merging business …
