How to Boost the Power of Customer Journey Maps shows how firms can increase the accuracy and power of their journey maps by using digital social data in practical new ways that almost all customer experience pros overlook. […]
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Introducing the Free Chicago Seminars Experiential Social Media Nonprofits
I designed this three-part public seminar series for nonprofits and social impact companies, and I’m making it available for free to qualified groups. I’ve pioneered the development of experiential social media since 2006, and I want to share a new way to build trust and commitment from donors, volunteers, partners, clients and other stakeholders to nonprofits and social impact firms. […] 
Trust and the Triune Ethics Theory reviews Darcia Narvaez’s breakthrough Triune Ethics Theory paper and draws new insights into how trust and relationship building work, based on the human brain’s evolutionary development, structure, and functions. And it sheds light on how experiential social media increases intimacy. Triune Ethics Theory, Darcia Narvaez, Ph.D.
As with all my reviews, I will attempt to summarize this paper’s salient points before adding some reflections and conclusions about how I’m using its assertions in my work. As I have no formal training in neuroscience, I am drawing on lay study as well as psychology and my […] 
The key to “engagement” is making it voluntary and meaningful to employees as people. I say this because many organizations expect support, but expectation diminishes the voluntary requirement. When management harbors the attitude that employees owe them to promote the fundraiser, this will backfire. Here’s my response to a situation in the Nonprofit Technology Network forums. A web/social media specialist for family services nonprofit sought advice for increasing employee participation in their annual fundraiser. Most of the responses explained how to use email signatures (someone even suggested appending promotional text to employees’ email signatures globally!). Someone else suggested gift certificates. I took a different tack. […]
First, I’ll share some broad insights about nonprofit operations and business models, specifically focusing on their stakeholders, and broad guidance for improving their results with social media. Then I’ll share insights about experiential social media and why I hypothesize that it has a special affinity for nonprofits. For brevity, I’ll also use “nonprofit” to refer to social enterprises and other cause-focused organizations. […]
Bonobo Handshake was on the same library shelf as Chimpanzee Politics, but it is a very different book, and in delightful ways. At the same time, it offers intriguing insight into bonobos’ behavior, which differs significantly from chimpanzees’ and holds interesting lessons for human societies and groups. Although Woods is not a primatologist per se, she has conducted extensive research with her husband, who is, so explaining scientific experiments forms a key part of this book. Bonobo Handshake is rare in a surprising way. Deftly and subtly, it contrasts the joy, harmony and matriarchal structure of the bonobos with chimpanzees’ and humans’ patriarchal societies and violence: the wars in and around the two Congos result in the […]
Have you ever heard someone say, “I’m not political!”? S/He may mean well, but this book shows that one cannot be human without being “political”; moreover, it explains political behavior in hilarious, poignant ways that help the reader in multiple ways as I detail here. It is immensely entertaining to read while being scientific in its assertions. […]
Philosophers, clergy and psychologists have long acknowledged love as the most powerful force between humans. Love connects people like nothing else can, I think because love touches and binds together so many parts of the brain simultaneously: Love stimulates the reptilian brain because it’s related to survival. It is central to the limbic brain, which is grounded in emotion and memory. And love throughly engages the neocortex in art, ideals, and many other forms. […]
This story also shows that the need for a CCO is particularly acute in mature economies like the U.S.A. and Europe because their silos were built decades ago, and their legacy processes often adversely affect customer experience. […]
If you’d like to watch this post instead of reading it, click the thumbnail button. […] |
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The Free Chicago Seminars of Experiential Social Media for Nonprofits and social impact firms aims to help nonprofits and social impact firms to unlock the power of experiential to transform their commitments from their donors, volunteers and other supporters. The series will be offered by CSRA in Chicago starting Summer 2018. Experiential is “the nonprofit way” to do social media because its main goal is serving people, not marketing to them. And it usually produces much better business outcomes than social media and marketing.
Triune Ethics is an enthralling, exceedingly useful approach to understanding human behavior because it explains the context of trust and relationship building at a profound level that is actionable for anyone who wants deeper, richer, more flexible connections and collaboration with people. Triune Ethics Theory will help me to educate my clients and teams at a deep level, and it can give you a rare understanding of your own behavior—and that of people around you.
How to Boost Employee Support for Nonprofit Fundraising reveals that, although employees can be tremendous supporters of nonprofit fundraisers, managers have to navigate some subtle waters to engage employees. 
The Potential of Female Leadership explores what lessons we may learn from bonobos’ matriarchal social structure, so we can build stronger, more collaborative human communities and groups. Bonobo Handshake is an enthralling insightful book, which I review here. A tremendous bonus is its similarities to and significant differences from Chimpanzee Politics (reviewed yesterday).
Unique, Insightful and Useful Guide to Business and Civil Politics reveals human political strategies through the eyes of a primatologist studying a chimpanzee community. It lays bare most of the behavior people use “to get ahead” in business and politics by explaining the evolutionary underpinnings of these behaviors, so we can appreciate them at a new level.
True love for customers reveals how nonprofit, commercial and government organizations of all sizes can create much stronger relationships and business by transforming how they relate to customers.
Why T-Mobile Needs a Chief Customer Officer shows how customers’ omni-channel interactions with enterprises demand profound integration of business processes, and how firms’ failure to “go all the way” in breaking down silos ultimately threatens business. Most firms don’t go far enough, including T-Mobile, and their silo-centric efforts fail to get the job done. To illustrate the point, I’ll share how T-Mobile alienates fans like me by not delivering what they promise.
Customer experience and experiential social media shows how you can succeed in transforming your customers’ experiences with your firm by adopting a refreshing and effective human approach. Transforming customer experience enables most firms to become more resilient and profitable.