Many organizations struggle with setting up a digital response strategy. How do you trust front line staff to answer properly, if they don't know the policies? How do you have a consistent response, no matter who responds, or when? How do you provide these responses, whether the channel is the website [More]
Do you see your website, CRM, social media, and other digital initiatives as a way to improve service levels, market your organization, or be a central part of your thought leadership strategy? While important, at best these are merely tactics: too often the bigger opportunity of digital transformation is ignored. This isn't surprising, as digital [More]
Software has a cost, but it may not be as clear as you may think. Yes, desktop software may be relatively straightforward, but what about CRM, Marketing Automation, a new financial system, or any other core database that requires collaboration across the organization? In the olden days, it was relatively simple: [More]
Are you keen on risk? Do you seek it out? Most people and organizations don't - and for good reason. Yet risk is not necessarily bad: it is part of the risk-return equation; it doesn't identify only exposure - it also identifies potential opportunity. What is bad is unnecessary risk. [More]
Remember what it felt like going back to school in September? You're completely energized, looking forward to a year when you do things, well, just that much better. If you are a leader, you may often think of September - or your fiscal year - or the calendar year - [More]
Do you have a pile of reading, perhaps sitting at the corner of your desk? Clippings that seem particularly important that you would get to "at some point"? Or perhaps, a digital version kept safely in an obscure folder, just waiting for you to find the time to read? These clippings are [More]
Wikipedia defines consumerization as the reorientation of product and service designs to focus on (and market to) the end user as an individual consumer, vs an earlier era of organization-oriented offerings. It speaks to growing markets by looking for a completely different category of buyer, who may also be an influencer for [More]
Would you rather be a reporter, or a columnist? Reporters have a great combination of investigative skills, communication skills, moxy, and pluck. Columnists are made from the same raw material, but they get paid far more. Why? Readers care more about what a particular person is saying than what a generic person [More]
Do you wish that you could be more effective with the written word? Have you always hated writing, from the first time your grade three teacher insisted you write two paragraphs on what you did during the summer? Or maybe you enjoy the idea of writing, but you don't enjoy the reality [More]
There is an old "joke" in the web development world that is both funny and sad: What is the difference between a $20,000 website, a $200,000 website, and a $2 million one? Answer: The gullibility of the client. In 27 years of building websites, I have NEVER met a gullible [More]
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