11 Types of Difficult Customers
Customers are the backbone of a business, regardless of the industry it’s in. They dictate demand, provide feedback, and enable …
Author Archives: Μιχαήλ (Michael) | A slave of Jesus
Ebook: 6 Fundraising Strategies from Nonprofit Trailblazers
Fundraisers wear many hats. In addition to making sure you can raise more resources year after year, you have to …
How Relevant is the Experience Your Customer is Having? Are Customers Passionate About Your Product or Service?
The customer journey is evolving (albeit very, very fast). That shouldn’t surprise you but it is good news. You haven’t …
Insights from Giving USA 2018: Charitable Giving Growth & Trends
According to Giving USA, individuals, estates, corporations, and foundations donated an estimated $410.02 billion to charitable causes in the United States during …
What is going on with Artificial Intelligence investments?
What is going on with Artificial Intelligence investments? This report examines the state of artificial intelligence (AI) investment, development and …
The Compelling Attractiveness Of Fewer Ideas
How many ideas did Jack Welch need to unleash to reinvent General Electric in the 1980s, as the Cold War …
“Throw yourself into some work you believe in with all your heart, live for it, die for it, and you will find happiness that you had thought could never be yours.” ~Dale Carnegie
Being happy at work is important. We know the value of employee engagement. Do we have a mission employees can …
Are you Born to Build?
Jim Clifton, CEO of the polling firm Gallup, laments the resources the U.S. devotes to identifying and training elite football …
Salesforce CEO Marc Benioff: Massive Digital Transformation
Jim Cramer hears from Salesforce.com founder, Chairman and CEO Marc Benioff about the company’s acquisition of MuleSoft and how Salesforce …
Is Facebook in trouble with teenagers?
Teenagers aged 13 to 17 are losing interest in Facebook, with only 51% using the social media platform — a …
Intel is under investigation for age discrimination
The disclosure that Intel is under investigation for age discrimination highlights what many see as an unspoken truism of the tech industry: …
What 2 Questions Should I Start With?
Project management is very important. I can get consumed by it all. So many details, so little time. Let’s get …
Your journey to change and transformation of the donor experience
You have decided to start on a hero’s journey. You have a passionate desire to learn how to harness disruption …
Technology won’t save your Efforts to be Donor Focused
Will technology save you? Not likely. It can help transform you but without a passion for amazing experiences that donors …
Data Driven Customer Retention Strategies
A lot of companies implement strategies to retain customers based on what their competitors are doing. A far better way …
Embracing technology to drive change — By Sarah Ming Hsi, Chief Information Officer at United Way of Greater Atlanta
Sarah Ming Hsi is the chief information officer with the United Way of Atlanta. Sarah focuses on innovative executive and program …
“When your timeline is an hour or a day, it’s easy to get in the tactical groove.” ~Seth Godin
This is spot on. Goals drive strategy. Strategy drives tactics. Scrums (daily execution) must be connected otherwise they are useless.
What is at Stake? What is at Risk? Is Anything in Jeopardy?
What is at stake? Stake, tr. Verb. To risk; at stake. In jeopardy. What is at stake? I have been …
Introducing CX Sparks: Customer Experience Discussion Guides
If you are interested in moving the conversation (and action) ahead at your company on Customer Experience, here is some …
Building A Strong Voice of The Customer Program (Infographic)
Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …
What does Training For a Customer-Centric Organization look like? (Infographic)
How does the CX Institute fill a customer experience transformation gap? What does customer-centric training look like? How important is training …
“Realize that the GDPR is a net positive for people with something to say, something to sell or something to change.” ~Seth Godin
Great insight from Seth Godin. Marketing is not a race to the bottom. Marketing should always be permission based. On …
Do you have an innovators heart for your nonprofit mission? Where is the sense of urgency about the donor experience?
There is a gap that is growing in your nonprofit. It is the gap between the connected donor, their expectations …
Drawing the Line with Donor Data During CRM Migration – by Matthew Mielcarek, Vice President, Analytics & Insights Strategy at Pursuant
Matthew Mielcarek is Vice President, Analytics & Insights Strategy at Pursuant. Matthew works with nonprofit organizations to support short and …
How to innovate the donor experience for mission relevance and financial growth
Earning relevance with your donors requires much more than the adoption of the latest technology or being on the social …
Cybersecurity is a field of growing demand, it hit 0% unemployment in 2016
Great insight via Codebook – April 26, 2018 – Axios “The cybersecurity skills shortage is dire — one commonly cited estimate predicts 3.5 …
For the Love of our Donors – Creating Amazing Donor Experiences : Why being donor obsessed can transform your nonprofit into a digital business
Michael’s latest book is available on Amazon. Donor experience transformation is about making fundamental changes in how business is conducted at …
How Jeff Bezos leads
In Amazon founder and CEO Jeff Bezos‘ annual letter to shareholders, he shares seven “essentials of what we’ve learned (so far) …
How important is being agile to the donor experience?
Considering how dynamic the current business environment is, we need to focus intensively on the short-term—tracking donor experience performance and …
Facebook’s next big headache: Europe
Excellent insight from Axios. Facebook has bigger problems looming in the EU. “Now that Facebook survived its congressional onslaught, it’s focusing …
Why even bother to think about strategy?
I am a big fan of planning and the approach Seth God advocates. This is an concise overview of an …
Temkin Experience Ratings Software Snapshot
Temkin recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on …
Thought Leadership – Key Marketing Strategy for Nonprofits Too! … by Vin Hoey, Managing Director of Strategic4sight, Inc. (Guest Article)
During the last few years, many businesses have recognized the value of thought leadership to build awareness, develop customer leads, …
Do social networks influence perception?
Brian Solis, futurist and principal analyst of Altimeter Group spoke to TechRepublic’s Tonya Hall and explains, “We study emerging technology … and …
“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” ~Chip Bell
In the Gallup Customer Engagement Survey, the final question asked is “I can’t imagine a world without XYZ.” The rating …
Who’s job is cyber security in 2018?
Whose job is cyber security at your job or at home? No matter where we are these days, no matter …
On Leadership Interview: John Garrison
As part of their On Leadership series, the Center for Creative Leadership, Senior Vice President Bill Pasmore had a conversation …
The GDPR is coming, are you ready?
The General Data Protection Regulation (GDPR) (EU) 2016/679 is a regulation in EU law on data protection and privacy for all individuals within the European Union. It addresses the export of …
Facebook is in the crosshairs on privacy but is not changing their business model … yet!
Facebook has a problem that only now, some of us are beginning to catch up to. Facebook, like others, has …
The Importance of Experience Design and the Future of Brand
Following his keynote presentation at Adobe Summit, Brian Solis and CMO.com’s Giselle Abramovich went back stage to discuss the importance …
Donor experience questions to start with before beginning with projects and initiatives
Portfolio and Project management is very important to improve the donor experience. It is frequently overlooked. We all start out …
Donor Experience Scoreboard and Dashboards
Donor experience scoreboards help you establish if you are winning or not. When you have clear goals (lagging indicators) and …
“You don’t need a peer-reviewed study to know that when people surf the web on their smartphones, they’re not going as deep.” ~Seth Godin
Seth Godin makes a great case for the fact that many of us are developing “mobile blindness”. As someone who …
“Digital is not just a thing that you can you can buy and plug into the organization.” ~Thomas H. Davenport and George Westerman (Harvard Business Review)
“Digital is not just a thing that you can you can buy and plug into the organization. It is multi-faceted …
Whatever it takes … by Cyndi Zagieboylo, CEO of the National Multiple Sclerosis Society
National Multiple Sclerosis Society President and CEO Cyndi Zagieboylo knows all about MS. It has been her life’s work. But …
“Most digital transformation is in reality a bolt-on to the current business model.” ~Nigel Fenwick | Forrester Research
“Most digital transformation is in reality a bolt-on to the current business model. Very few organisations are seeking to transform/change …
What do leading indicators mean to the donor experience?
SMART goals are very important. They set the direction and tone. How they will be achieved (strategy) is equally, if …
Best Practices Are Hurting Your Fundraising … by Tim Kachuriak, CEO of NextAfter
Best Practices Are Hurting Your Fundraising by Tim Kachuriak Sometimes we think an idea will work well based on past experiences or …
How can we be accountable for improving the donor experience?
The most important issue for any planning and execution system for the digital executive focused on improving the donor experience …
Community Building … by Jennifer Sampson, CEO at United Way of Dallas
As McDermott-Templeton President and CEO of United Way of Metropolitan Dallas, Jennifer Sampson knows the value of building communities. The …
