Three questions to gauge the digital maturity of your business

Three questions to gauge the digital maturity of your business

I’ve spent my career helping startups to Fortune 100 brands reimagine how digital can meaningfully advance their business. During that time, I’ve worked with a myriad of companies at various stages of their own digital journey. 

Unfortunately, the vast majority of companies are still deploying digital in a largely gratuitous manner. That’s terribly unfortunate as the opportunities are much, much bigger.

With that in mind, here are three questions designed to help you diagnose the impact of digital on your business:

A Lesson in Crisis Management: What we can learn from #DeleteUber

I’m going to (try to) steer clear of the surrounding politics, but suffice it to say the United States (and to some extent the world) is trying to understand our new ‘reality’.

As is the case with a handful of other technology companies, Uber CEO Travis Kalanick was asked to and agreed to serve on Trump's Business Council in December 2016. Just over a month later, he’s decided that he will no longer participate

The epicenter of this about-face comes from the massive protests triggered by Trump's immigration ban that we don’t call a ban.  JFK airport was part of the action, and the New York Taxi Alliance joined the fray by choosing not to pick up JFK passengers from 6 – 7 pm. 

This triggered Uber’s surge pricing, where rates go up based on demand. At 7:36 pm, Uber announced that they were shutting off surge pricing - but the damage was done. The perception from the masses was that Uber was being opportunistic and exploiting the situation.

Four ways to energize your employees in the New Year

For context, I’ve spent the past 25 or so years working both on the client-side as well as in Big Four consulting. I’ve had the pleasure of working with many of the brands you know and love, and have gotten an amazing look into a variety of companies, cultures and organizing models.

I’ve learned a ton.

And while each brand I’ve worked with has had its own nuances and peculiarities, there’s been one theme that’s been persistent virtually everywhere:

Employees are passionate and want to do more to advance the business, but are often handcuffed such that they cannot.

While it’s easy to jump to the conclusion that this must be due to poor management, it’s not necessarily. In fact, I believe that a simple behavioral shift can reduce attrition while making your team more productive and motivated. 

The Importance of Customer Experience

It's hard to believe that it's been six years since Watermark Consulting started their Customer Experience ROI study. But as time passes, the case only gets more compelling.

Ask yourself - "Is customer experience truly critical to our business?" While everyone is going to answer with an emphatic yes, I suspect many of us have lost sight of what this truly means. Now ask yourself if you believe your brand is a leader in customer experience excellence. This one's a tad tougher, and the answer may serve as a bit of a wake up call.

Why Smart Companies Are Making Customer Experience a C-Suite Job

Originally posted on Entrepreneur 

I had a bad experience last week with a hotel chain that shall remain unnamed.

In a nutshell, I called to make a reservation. Everything went smoothly. However, the agent suggested I hold the line for a moment. I did so, assuming I was getting passed to a customer satisfaction survey. I’m the type of person that likes to share positive experiences when deserved.

Instead, I was passed to a representative from their 'loyalty club' who began the hard-sell around why I should join their time share program.

The key to experience excellence is enterprise alignment. Are you having the right conversations?

Having helped companies ranging from the Fortune 10 to small start-ups, I have quite a bit of game footage on the challenges brands face on the journey to experiential excellence. Time and time again, there’s one critical component that always hampers evolution:

We are wired to work within the confines of organizational silos.

Your prospects, customers and partners (and employees for that matter) do not see you as a series of disparate organizations. They see you as a company. They want to engage you as a singular entity. The onus of seamless engagement is on you – not your audience.