Every company you ever speak to is somewhere in the process of redoing something about their website, and usually doing it mostly wrong — i.e. focusing on bells and whistles, and/or “something they saw on a comparison site,” as opposed… Continue Reading
Goes something like this, I think: Old idea: Everything comes back to storytelling; that’s what the brain resonates around. If you’re in marketing, that’s what you should do. That’s essentially the keynote of most every marketing conference since 2009, and… Continue Reading
This about sums it up. Here’s a story from a couple of years ago: when my wife and I were dating, we drove up the Mississippi from Jacksonville to Minneapolis. Ironically, two years after that trip, we ended up living… Continue Reading
Big organizations may have ruined social in some ways. They rushed in at one point trying to be cool, and now your NewsFeed and Timeline and whatever else can be cluttered with stuff about Fritos. This is a potential tipping… Continue Reading
Last summer, I worked for a pretty large health care organization in between my two years of graduate school. My primary focus/assignment was on fixing the Intranet for one business unit of this organization — made sense, because my background… Continue Reading
If you ask a woman anywhere north of about 16 right now to name a good company for customer service, I’d bet you $10 (and that’s a lot for me, if we’re being open here) that within the first three… Continue Reading
When you have a bad customer service experience, normally you think “Well, that sucked.” Some people also think, “If I complain to the company, or maybe talk about it on Facebook, or maybe tell my friends, then that will hit… Continue Reading