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Digital Business

~ The Journey to Creating Amazing Customer Experiences

Tag Archives: Customer Experience

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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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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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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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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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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How much of customer experience management is art or science? Is it about voodoo?

March 27, 2019

Customer experience is not about voodoo. It is however as much about art as about science. It also draws heavily …

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Do Voice of the Customer (VoC) programs provide valuable feedback?

March 21, 2019

Listening to customers is critical to understand how the experience is working in reality. We think we designed things well. …

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The One Chart Every CEO Should Study | The ROI of Customer Experience

February 18, 2019

Customer Think reports that last month, Watermark Consulting released its latest cross-industry Customer Experience ROI Study. The study, which has become …

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How Digital And CX Teams Collaborate To Deliver On Brand Promise

February 15, 2019

Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to …

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Alert: The digital experience is about people

November 29, 2018

Is customer experience an art or science? It is part art and part science and a whole lot of social …

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An opportunity to listen, learn, engage and improve the customer experience.

November 12, 2018

You are ready to open your mind, your heart, and your imagination to create new journeys and experiences for your …

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Was the experience fun?

November 8, 2018

In this day and age, we all should obsess over the customer experience. That is the focus that brings us …

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Where does strategy start for the customer?

November 2, 2018

Kevin Schulman is founder and managing partner of DonorVoice, a company helps non-profits increase retention and donor loyalty with an …

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The good, the bad and the ugly of customer service

October 22, 2018

I think, based on my experiences, that much of what is called customer service, is simple “go away”. Seth Godin …

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Temkin Group eBook: Humanizing Customer Experience

October 16, 2018

Temking Group eBook: Humanizing Customer Experience The Temkin Group has labeled 2018 “The Year of Humanity.” To support this theme, …

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Why is our culture, processes and customer experience competencies important?

October 15, 2018

Customer experience is not just a single thing that is turned on and then you are done. It is easy …

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Three questions to think about when it comes to changing how we work with customers.

October 11, 2018

Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …

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Why is customer experience important?

October 8, 2018

Let’s first summarize some of the reasons customer experience does matter (a lot) again as the video sums them. In …

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How do we get started on the customer experience change journey?

October 4, 2018

Is being “OK” good enough? How should we approach the mammoth issue of improving the customer experience? It is on …

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Why does optimizing the customer experience need to be a holistic and integrated must?

October 2, 2018

Optimizing the customer experience is a must for the whole organization. We need to see the whole customer, not just …

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Who is in charge of the customer experience?

October 1, 2018

Who is in charge of the customer experience? The customer dictates both the what and the how of their experience. …

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Why does the customer experience matter? Why is it at the top of the corporate agenda in almost every business?

October 1, 2018

Why does the customer experience matter? Let’s first look at why customer experience matters. We all know the obvious answers …

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What are the six laws of Customer Experience? | Temkin Group Video

September 28, 2018

This video from the Temkin Group explains The Six Laws of Customer Experience.  By understanding these fundamental truths about how people …

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Customer journey mapping: Knowing and involving the customer

September 25, 2018

Journey mapping is all about engaging and understanding as many customers as possible. Whether there are a few or many, …

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Is digital customer engagement about voodoo? Is it art? Is it science?

September 21, 2018

Building a digital business is tough work. Digital engagement is not about voodoo. It is however as much about art …

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What are customer journey maps and what can you do with them? What about design and emotion?

September 20, 2018

Customer journey mapping is usually done using personas. Personas are fictional characters, which you create based upon your research to …

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What is the main point of building the digital business and the customer experience?

September 19, 2018

What is the main point of building the digital business and the customer experience? It is not to spend a …

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Customer experience and customer journey mapping – An overview

September 18, 2018

Journey maps are very powerful in radically improving the customer experience. There are many methodologies and approaches on how to …

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What about emotional connections and the customer experience?

September 17, 2018

Does the customer experience need more emotion? How customers feel about the experience they are having with us is important. …

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Customer experience: Can it be managed?

September 12, 2018

There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …

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What are the customer experience gaps? How can we close them to connect customer and business value?

September 11, 2018

The are always huge gaps in the experience that our customers are having. In the digital world, this happens at …

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Propelling experience design in your digital business

September 5, 2018

There are three different pillars of experience, 1) Technology, 2) Brand and 3) Design. But more importantly, a great approach …

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Digital business change — Silos, responsibility and skills

September 3, 2018

When creating a digital business, we need all the help we can get. Since a digital business is ultimately about …

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What is the gap in what the customer expects and what we deliver?

August 30, 2018

What do customers really want? Are we delivering it? Is there a gap? Customers have certain goals in mind when …

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What is the ROI of Customer Experience improvement and initiatives?

August 28, 2018

The Temkin Group just published a great report, ROI of Customer Experience, 2018. This is updated annually. Bottom line, there is …

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There comes a moment where a potential customer makes a decision to engage

August 21, 2018

There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …

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The digital business journey and the hyper-connected consumers need for holistic optimization

August 17, 2018

We know we need to move faster. The digitization of our world is moving at hyper speed. Consumers and businesses …

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Digital business change and the customer experience

August 10, 2018

You are going to have a lot of digital change initiatives and projects going as you accelerate the pace of …

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Digital business change focuses on the future and outcomes

July 30, 2018

You’ve committed to moving your company forward to be more of a digital business. The journey has started. Excitement is …

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What is Net Promoter Score? 

July 20, 2018

You have probably taken a survey with the question “How likely are you to recommend this company to a friend …

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Mobile Is Eating The Customer Journey! Seventy-three percent of consumers will switch from a poorly designed mobile site to an alternative that makes purchasing easy.

July 18, 2018

In customer experience (CX), mobile is becoming everything. But, mobile success requires a lot more than just having an app …

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Where does being a digital business happen? Can I escape it’s path?

July 16, 2018

Where does being a digital business happen? It happens everywhere. It has hit each and every industry and business sector. …

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Six Laws of Customer Experience (Infographic)

June 25, 2018

The Temkin Group has a free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read …

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What 2 Questions Should I Start With?

May 30, 2018

Project management is very important. I can get consumed by it all. So many details, so little time. Let’s get …

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Data Driven Customer Retention Strategies

May 23, 2018

A lot of companies implement strategies to retain customers based on what their competitors are doing. A far better way …

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Introducing CX Sparks: Customer Experience Discussion Guides 

May 14, 2018

If you are interested in moving the conversation (and action) ahead at your company on Customer Experience, here is some …

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Building A Strong Voice of The Customer Program (Infographic) 

May 11, 2018

Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …

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What does Training For a Customer-Centric Organization look like? (Infographic)

May 9, 2018

How does the CX Institute fill a customer experience transformation gap? What does customer-centric training look like? How important is training …

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Temkin Experience Ratings Software Snapshot

April 13, 2018

Temkin recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on …

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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

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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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