Is turnover more than a rare occurrence in your organization?
Today’s guest blog is from Andrew Jackson. Andrew has spent the last 30 years building and managing technical service companies. …
Author Archives: Μιχαήλ (Michael) Wilson
Our customers are demanding a better and seamless customer experience.
How important is it to provide our customers a seamless experience? Is the experience they have today better that it …
What drives the bulk of internet traffic?
This is amazing. Ever-increasing download speeds, file sharing and the growing adoption of high quality online video are expected to …
Are you ready to “life track”?
Who would have thought of a whole category of applications called “life tracking” would come into existence. Here is a …
How to adapt to not only react but lead customer experiences before they fall to digital darwinism.
Jon Swartz is a veteran technology reporter based in Silicon Valley currently covering emerging and disruptive tech at USA Today. …
How important is the grounding of goals within a time frame, giving them a target date?
The fifth criterion for SMART goals stresses the importance of grounding goals within a time frame, giving them a target …
Is it possible to be too connected in this digital age?
How often does the social media monster swallow you whole? More than you may think, according to Red e App, …
Is the big deal understanding the connected generation?
What qualifies as digital alienation for the CIO and the digital executive? Is it about “age” or is about being …
Does breaking jobs into tiny pieces yield better, faster, cheaper work — and greater flexibility for employees?
Tom Malone, professor at the MIT Sloan School of Management and author of the HBR article “The Age of Hyperspecialization,” …
How customer focused are our employees are on any given day?
Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engaged customers. …
4 Reasons Good Employees Lose Their Motivation
The employee experience and employee engagement is a huge issue related to the customer experience. Unengaged employees have a direct …
Is it the end of business as usual?
Change is tough. We know we need to but can we really do it? Have we reached the end of …
Are you inspired by technology or overwhelmed?
We all know it. We all hear it. Leadership loves to talk about change. Employees love to ignore it. Talk …
What is your business model and change management approach for becoming a digital business?
The world is changing faster than we can keep up. What we know and perhaps dread is the fact that …
Can I be shrewd enough as a business leader?
We live in a digital world. We are moving from doing digital to being digital. Our business is essentially “eBusiness”. …
Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable change.
Leadership in the journey to become a digital business is purposeful in its approach to creating a long term sustainable …
What does innovation look like?
Below is a guest blog from Rick Johnston. Rick is consultant for multiple nonprofit organizations; interested in providing digital strategy …
How much of customer experience management is art or science? Is it about voodoo?
Customer experience is not about voodoo. It is however as much about art as about science. It also draws heavily …
Have employees gone through some “training,” but are never “trained”?
Is it about checking the box called training or is about learning? It is actually about both but many times …
What should I stop doing today? My new to do list!
I am a big fan of list of things “to stop” doing. We all have “to do” lists but we …
How do we start creating a culture of accountability around all initiatives?
The most important issue for any planning and execution system for the digital executive is accountability. Without accountability, not much …
Do Voice of the Customer (VoC) programs provide valuable feedback?
Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …
Now is the time for members of the C-Suite to get active, develop your “social voice” and begin connecting
There is a fast growing perception that your nonprofit’s CEO and C-suite leaders will be active on social media. The media …
Why?
Why is important. It is in fact the starting point. Without it, our business, is just another commodity. Plenty of …
A Journey to the Center of the Internet
Andrew Blum is an author, journalist, and speaker. His new book, The Weather Machine: A Journey Inside the Forecast, will …
“In preparing for battle, I have always found that plans are useless, but planning is indispensable.” ~Dwight Eisenhower
Woody Hobbs is an experienced executive who has served as CEO of several information technology companies and also as a …
How Customer Satisfaction Survey Questions Can Help You Retain Customers
The difference between the ROI of retaining a customer rather than acquiring a new one is startling. It’s been said …
The Body, Mind, and Soul of Digitally Evolved Organizations
Corporate culture can help or culture can hold things back. At the end of the day, culture rules and culture …
Happy birthday internet! How does it feel to be 30?
Originally posted on The culture alternative:
Wow. 30 years ago the internet was born. On March 12, 1989, Tim Berners-Lee issued the first…
A central question to answer as a digital executive is “Is my company ready to be disrupted?”
A central question to answer as a digital executive is “Is my company ready to be disrupted?” Critical to this …
How can the five why’s help find the root cause?
Eric Ries, entrepreneur-in-residence at Harvard Business School, explains how to find the human causes of technical problems. He suggest using …
Inside the mass invasion of your privacy
Here is a stunning summary of what is at stake with privacy from Axios. We know we have a problem. I’m sure …
Are we working too much?
Are we working too much? What happened to the 40 hour work week? Do you dream for TGIT — Thank …
Facebook’s reputation is sinking fast
Facebook’s reputation took a long dive over the past year, staggering under an avalanche of controversies, a new Harris Poll …
Are you uncomfortable enough?
Frank Barrett, author of “Yes to the Mess,” describes why being uncomfortable spurs creative thinking. I love it because he …
Has the game changed for Chief Marketing Officers?
Guest blog from John Hoholik. John is a Partner with Team Catalyst in Denver. John is a tested executive with …
Author Brian Solis Admits He is not a Thought Leader, Expert or Guru for His Next Book
Author Brian Solis admits that he is not a “thought leader,” “expert” or “guru” when it comes to his new …
Do customers just want adequate service?
We all want to provide amazing service for our customers. We also know we don’t always do it. A customer …
Blackbaud Institute Releases 2018 Charitable Giving Report
Blackbaud has announced the release of the 2018 Charitable Giving Report by the Blackbaud Institute for Philanthropic Impact™. The seventh annual …
Is my goal relevant to the customer?
The fourth criterion for a SMART goal stresses the importance of choosing goals that matter in improving the customer experience. …
Brand Loyalty in 2019: What Companies Need to Know
If retaining a customer costs less than acquiring a new one, what can you do to ensure that your customers …
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 …
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 …
