Agile Digital Ethnography uses an ethnographic research approach to analyze people’s online interactions. It creates a dynamic new market research capability that’s useful by itself and even more when used with surveys, focus groups, field work, and other primary research.
I have learned that Agile Digital Ethnography provides a unique combination of research results. I have used it on client engagements since 2006. Like primary research, it reveals people’s behavior, thoughts, emotions, and motivations in rich detail; however, because it’s secondary research, it’s faster and less costly than most other methods. It’s very useful when it’s conducted before primary research since its results can inform the design of primary research instruments.
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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. 
Nonprofits and experiential social media shares how nonprofits can improve their social media results and why I think experiential social media has an affinity for cause-focused organizations. This post was triggered by my insights from my recent research on nonprofits and cause-focused organizations. Although I’d served nonprofits throughout my consulting career, my focus was on commercial firms. While organizing Chicago Social Empowerment [Cohort One], I researched many nonprofits to distill the cohort’s categories, so I learned more about nonprofit operations and business models.
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.
Customer success and experiential social media identifies three pitfalls that too often prevent customer success initiatives from attaining their potential for improving customer experience. In case you’re not familiar with the customer success movement, I outline its origins and scope, so you can appreciate the pitfalls and avoid them.