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In case you missed it, the phrase “digital transformation” is everywhere. Google it, and you will be presented with a list of nearly nine million links. That’s not as many as “big data” (64 million references), but it is quickly rising as the trending tech phrase of...
Recently, I finished reading the book, Essentialism: The Disciplined Pursuit of Less by Greg McKeown. McKeon explains the value of doing less, but doing it better in order to make the highest contribution. He shares ideas on how to decide what to focus on, while...
If you’re lucky, at least one person in your organization – probably a graphic designer or product development manager – seems to have an aversion to the word “customer,” in favor of the word “user.” They’re always talking about “user needs” and what users want and...
We’ve all been at companies that talk the talk but don’t walk the walk when it comes to the importance of customer feedback and insight. At these companies, client feedback is often stuck in silos (Customer Service, Account Management, etc.) and not really connected...
When working with clients to imagine their future digital successes, we use a few different lenses to help build digital strategy. First we use the lens of customer centricity, staying close to customer needs and reimagining strategy built around consistent customer...
About a year ago, I wrote about the paramount importance of customer-centricity and customer experience in the digital economy. I focused on the idea that there is the direct correlation between listening to customers and achieving better business outcomes. This time,...
Your customers are complaining that their email inboxes are overflowing with your organization’s repetitive or irrelevant messages. Managers of several departments feel free to publish to your website at will, resulting in a muddled user experience and a cacophony of...
I recently spent 30 minutes trying to solve a problem in the customer service section of a service provider's website. Frustrated I picked up the phone and called them. The representative answered and somehow already knew my exact problem, and asked how he could help...
Revenue per Email When most people think of email marketing metrics, they think of open and click-through rates. But my tastes are a little more exotic – one of my favorite email marketing metrics is Revenue per Email (RPE). RPE is simple to calculate – you take the...
Why Digital Accessibility Matters... Adriaan Bouten October 8, 2015 Without a disability or handicap, it’s easy to use your computer, tablet, or smartphone without ever noticing your device's accessibility features. Without a disability, it's also doubtful that you’ve...