Great Teamwork Is Storytelling
Who is the most important person on your team? Is it you? Businesses tend to look at teams in much the same way fans look at sports teams. They believe
2 min read
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Put Constraints on Creativity to Set it Free
Would more rules fuel your creativity? During the heart of the Soviet era, officials banned tattooing in prison (as most prisons do). Yet the prisoners seemed to follow an unwritten
2 min read
Did You Get Buy-In or All-in?
What question are you asking and what answer are you looking for when you ask for executive buy-in? You’ve no doubt heard the “can or may” challenge in
2 min read
Diverse Voices Strengthen Brand Character
Fun question: What character appears in the most films and television programs? Dracula? God? Santa Claus? All of those make the top ten list, but none is the correct answer.
2 min read
CX in the age of privacy and trust, Part 3: Can we (re)build trust?
This is the third in a series of articles on creating, maintaining, and optimizing great customer experiences in the context of mounting concerns about privacy and increasingly strict regulations governing
5 min read
Content That’s More Than a Collection of Things
We have a lot of things. Our homes are filled with things we’ve made or acquired: bags, books, clothes, toys, furniture, jewelry, oh so many gadgets, photographs, cards, papers,
2 min read
Transplant Yourself for Growth
Qui transtulit sustinet. He who transplanted still sustains. While researching the idea of change, I learned this bit of Latin, which is the state motto of Connecticut. There’s some
2 min read
Are You Too Special?
The Princess Bride is one of the best movies of all time. Fight me. In one many classic scenes, Princess Buttercup shouts at Westley: “You mock my pain!” Westley’s
2 min read
Being Bored Isn’t Boring
When was the last time you did absolutely nothing? More importantly, when was the last time you purposely dedicated your time to doing nothing? And by “nothing” I don’t
2 min read
Two Days. Two Fines. $352 million. Does Data Privacy Have Your Attention Now?
And you thought Google\’s €50 million data privacy fine was \”massive.\” (See my analysis here.) Now the ICO (the UK data protection authority) has announced their intention to fine
2 min read
The Art of Content
What qualifies as “great business content?” If you ask a movie studio head, a television executive, or many content marketers, they’ll tell you it’s content that attracts interest
2 min read
Jony Ives, Apple Watch, and the need for system thinking in CXM
On the occasion of Jony Ives\’ departure from Apple, I revive my 2015 piece on the lessons customer experience management (CXM) teams can learn from the launch of the Apple
3 min read