The Impact of Digital Don’t Keep Digging: How Digital and Knowledge Frees You By Kevin Novak October 13, 2014 5 min read Take a look at the holes in these two photos. One is wide and shallow. The other is so deep that you cant see the bottom. How many shovelfuls of material would it take to fill either hole? And how do you decide what material is best to fill them? These aren’t questions you can answer by relying…
The Impact of Digital Your Digital Future: The Red Pill or Blue Pill By Kevin Novak September 10, 2014 6 min read Today’s world is global and connected, and your customer demographics are shifting. Has this happened before? Sure. Customer demographics shift all the time, sometimes slowly, and sometimes more quickly. What you do and don’t do as a business can and will result in slower or faster customer shifts. All companies need to routinely reinvent, change, and mature to…
The Impact of Digital It is all about the Content! By Kevin Novak September 4, 2014 2 min read I have been talking about content for a long time now and it really is the core building block of what makes the Internet work. When we think about content it has a very broad definition in the digital world. It is everything, the stuff you read, the video you watch, the images you ponder, the apps you use, the information…
The Impact of Digital Active Listening By Kevin Novak August 25, 2014 9 min read This post is going to cover a few different topics today all tied together by a common thread. Net Promoter, Active Listening, Customer and Member Experience and Multi-Channel Environments. These are the cornerstones of building a company or organization that is truly customer/member centric. I know these terms get thrown around a lot, with many claiming they are all these things. Let me just say…
The Impact of Digital Net Promoter and ACSI By Kevin Novak August 1, 2014 4 min read Today, I want to introduce you to two programs, one that I believe is essential to any business trying to understand the loyalty and satisfaction of their customers or members, and one that is a great barometer for the state of customer satisfaction in the US across industries. Net Promoter NPS stands for Net Promoter Score, a metric that serves as the standard…