In case you haven’t noticed, your customers are working differently since February 2020, and as a result their needs have changed. This is especially true if you are a for-profit or nonprofit organization that provides value to knowledge workers. They may be the same...
As any successful vendor knows, customer feedback is essential to the development of business strategy. After all, if you don’t know what people want in return for their money, you’ll never get your venture off the ground or sustain and grow your enterprise. However,...
Recently at the offices of one of the most technologically advanced companies in the world, I was reminded of the value of low-tech customer feedback techniques. Google is celebrated (and feared) for the volumes of user testing it conducts on each facet of its...
Normally I take my car to a dealer for service, even for an oil change. I’ve always assumed that the dealer knows my car best and I can be assured the parts and service meet manufacturer's specifications. My dealers do, however, require an appointment, and waiting...
Does there exist, in the language of business and nonprofit leadership, any phrase more overused and yet misunderstood than “thought leadership”? (okay, “synergies” and “digital transformation” aren’t far behind, but you get my point). It seems every organization...
Most people want to feel special and unique when considering a purchase or transaction. They want to be recognized, catered to and treated as individuals with specific needs and requirements. Personal touches have long been a tool to motivate buyers, and they can mean...
Successful organizations stay close to their customers and adapt to meet users’ changing needs. Start-ups have to do it just to survive the next week. Established companies are able to take a longer view, but given the pace of change, they are susceptible to blind...
If you handle or manage your organization’s content, whether you work at a for-profit or nonprofit, you may occasionally feel stuck in a box: You’ve got some social media posts to push out, an annual report to finish, a white paper from Research and a marketing...
By now you likely know all about the importance of the user experience (UX) in product design. Another angle on making your organization user-centric that’s getting more attention is CX, for “customer experience.” Simply put, CX seeks to give enterprises maximum...
When you’re running a nonprofit organization and focused on executing that strategic plan you wrote seven months ago, you know the world is changing around you. What can you do to get an outside-in perspective you can use to make course corrections? Answer: Take a...