Don’t think design thinking matters? Neither did the Oscars.

Last night two of Hollywood’s aging darlings were set to announce best picture.  I am sure you know, it didn’t go well.  Besides Steve Harvey being replaced as the most visible announcement gaff, there is a silver lining for those of us who live in the digital and design world. A real world example of how a lack of design thinking can affect operations. As you can see in the picture above, the information design on the card isn’t exactly straight forward. If they simply followed a typical newspaper structure, Warren mightn’t have been confused and could have articulated the […]

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Customer Experience (CX) is just Customer Service (duh)

I would have posted this on my other blog, SHAPING THE GAME, however it ended up becoming a bit colorful and not as prescriptive as STG editorial guidelines would like me to be. (So thanks ‘structure’ and ‘rules’ for ruining my good time). I get pretty excited about Customer Experience. I believe in it. The brands I am a customer of, they believe in it. I enjoy solving business problems through the lens of CX. I like teaching people about CX (though it is pretty straight forward). I like helping people understand how to define it, plan it, execute it, realize it and…. […]

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Instant Gratification is Leading to Stupider Decisions

Now, now, now isn’t really working for me very well. Truth be told anyone in my immediate circle of friends and family will tell you I like planning stuff out – I get some enjoyment in it, it’s like foreplay for life.  Something I learned about myself early in life was that I can get anxious about ‘what’s happening next.’  When I was a kid, when I woke up early on Saturday mornings to go surfing with my dad, I would get antsy and nervous.  There was no Google or Surfline or Weather.com to give me access to the surf report. […]

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Give me the gift of your attention.

I sit here writing these thoughts, sparked by a tweet from a Ted Talk.  My iPad is playing an episode of something.  My mobile and tablet both have hundreds of notification bubbles on apps across the board. My watch has only stopped buzzing because the east coast went to bed (or was it cause I put it on Do Not Disturb…)

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children of divorce make the best account managers

Nothing against those who come from stable homes, but I have to say that those of us who come from broken homes (and who isn’t anymore) just make better account managers.  Growing up with divorced parents is like enrolling in an MBA program as a child.  Your vocabulary becomes more advanced, the world becomes bigger and childish problems become just that. So how does this translate for Account Managers?  It’s pretty straightforward actually, you’re stuck in the middle, but this time between the client and the business.  And if you are a divorced kid, it feels like home.  Account Managers […]

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why the iOS 6 maps debate is thoroughly boring me

Oh the humanity – a piece of software was released in less than perfect shape!!! It must be Armageddon! It will be hard to not put be in a fanboy category after this, but I would say the same thing for any other piece of mainstream software.  Know that. Some perspective people.  Let’s take some of the most common complaints and put some context around them.   1. This would have never happend with Steve Jobs in power. a. Actually it would have, recall antenna gate? b.  If Steve was that important to you, perhaps you should have focussed on curing […]

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uber changed my life

I heard about Uber quickly after they launched.  A colleague of mine and I were going from one bar to another on the otherside of town and rather than hailing a cab, he whipped out his phone, hit a button.  Literally moments later a town car showed up.  Absolutely phenomenal. I was hooked.  I became an evangelist (and so quickly I didn’t realize they had referral points!).  Every trip I went on I was seeing if Uber was there before I even booked the travel. I felt like everytime I got into a car with Uber I was home.  Every driver […]

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Don’t ever use ‘Click Here’.

I can’t believe I am writing this. It seems so obvious and clear cut, and yet day after day I visit websites that give me snippets of information and then ask me to Click Here to learn more. So, let’s consult Internet 101. Top 10 reasons ‘Click Here’ doesn’t work. 10. Links are valuable commodities on the web, click here has no value 9. no one is searching for ‘click here’ 8. Even if they were, Google gives 896MM results for click here, you aren’t going to rank 7. People scan the internet, no one reads, ‘click here’ tells us […]

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