I had the pleasure of speaking with M.Rauf Ates, founder of Fast Company Türkiye about research I helped lead with Harvard Business Review Analytical Services. In this conversation, we explore how to become a customer company, beyond the lip service. The research offers 8 steps to give meaning to business, operational, and digital transformation as informed by Ethan Allen, Kellogg’s, Kimberley-Clark, and Pacific Life. Below, I’ve included a translation using Google Translate. If you find errors, please let me know!…
What’s Standing Between Your Business Transformation Strategy and the Experiences Customers are Seeking
Originally published on the Salesforce “360 blog“ Customers care about end-to-end experiences, not how your company is organized. Business leaders are quick to say that a connected customer experience is a major business priority. But the truth is that they are struggling to do it well. New data captures the gap between business and digital transformation and the integrated experiences customers desire. Countless growing departments, new services abound, and the truth remains: Customers have to see you as one company….
Special Report: A Blueprint for Becoming a Customer-Unified Company; Making the Customer’s Experience the Heart of the Enterprise
Customer experience is the number one priority as ranked by executives around the world. Even though most may say they’re already “customer-centric,” the reality is that only 15% say they have both a single (360-degree) view of customer data and the organizational structure to make use of those insights. At Salesforce, I recently had the opportunity to work with Harvard Business Review Analytic Services (HBRAS) on a survey of 1,100 executives around the world exploring how to meet the future…
How to Keep Digital Distractions from Killing Your Creativity
I was on Twitter recently and saw a link to a page titled, “5 must-read Harvard Business Review articles” by The Enterprise Project. Then I noticed that it specifically referenced an article on “how to keep digital distractions from killing your creativity.” “That sounds familiar!” I thought. I was pleasantly surprised when I clicked through see that my article in HBR was selected and also created as a stand-alone PDF. I wanted to share it with you here… “There are…
The Enterprise Project Names Brian Solis in List of 5 Must-Read Harvard Business Review Articles
Inspired by the findings in his new book, Lifescale: How to Live a More Creative, Productive and Happy Life, Best-selling author and keynote speaker Brian shares the professional impacts of digital distractions on creativity and productivity. In this special contribution to Harvard Business Review, Brian shares how to do more creative work when you can’t stop looking at your phone. “There are two ways to readily influence behavior: manipulate it or inspire it. Technology companies have chosen, for the most…
Social Media’s Impending Flood of Customer Unlikes and Unfollows
This is part two in a short series to introduce The End of Business as Usual…originally posted on Harvard Business Review (edited) There’s an old saying that carries renewed meaning these days: Give the people what they want. Brands are furiously creating profiles in social networks such as Facebook and Twitter in the hopes of building engaging communities with customers and giving people what the brands think they want. The main activity in this effort is to spur consumers to…
Social Media’s Critical Path: Relevance to Resonance to Significance
If Social Media warranted a mantra, it would sound something like this, “Always pay it forward and never forget to pay it back…it’s how you got here and it defines where you’re going.” This intentional form of alternative giving is referred to as “generalized reciprocity” or “generalized exchange.” And, the idea of giving something to one person by paying another is credited to Benjamin Franklin, which contributes to the definition of “pay it forward.” The capital of this social economy…
