I always feel a little bad when I inevitably silence the room with a simple question.
Silos Aren’t Your Fault. The Bad Customer Experience Is.
February 24, 2011 By 4 Comments
It’s not your fault. Battles are fought over perceived turf – marketing budget dollars, headcount, the attention of Mr. or Ms. Bigshot.
Write Concisely And Make People Happy
February 24, 2011 By Leave a Comment
Concise writing is vital. The end.
Helping Job Seekers When You’re Not Hiring
February 21, 2011 By 5 Comments
I still know quite a few people looking for work. Within the last few weeks, I’ve had to really create a system to help those I know.
The (I Won’t) #FollowFriday List
February 18, 2011 By 22 Comments
Why WON’T I follow you on Twitter? Let me count the ways.
When Organic Experience Doesn’t Scale: Groupon
February 16, 2011 By 7 Comments
What happened internally at Groupon to let them lose touch with their supporters and customers?
Mubarak, Self-Deception, Ego: Lessons for Leaders
February 14, 2011 By 3 Comments
As leaders, none of us are too far away from this level of self-deception.
What Social Media Has Done For Me
February 10, 2011 By 13 Comments
So how does someone like me find these enlightened leaders and special organizations? Social Media.
A Few Current Pet Peeves with Experience Design
February 9, 2011 By 5 Comments
Customer Experience is from start to finish. Design products, services, web sites and experiences with your customers in mind.
Superbowl 45 Lessons…”They Can Beat You In So Many Ways.”
February 6, 2011 By 3 Comments
They can beat you by taking advantage of your mistakes, playing through a few bad breaks, faking you out or just connecting more passes.
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