Do you want me in a meeting? I’m there.
Do you need my POV on something? I’ll offer it. (sometimes, ok most of the time, unsolicited)
Do you want me to share something on email, social or make a phone call? Done. Continue reading “Let us all agree: Support is not collaboration”
I am writing this while I am waiting for a meeting to start where the organizer isn’t present. Let’s see how far I get.
Communication is at the center of business. Emails, SMS, snaps, IM’s on any one of 10 different platforms, social media – they all tell other people things we are thinking. The plans we are making. Actions that are required. Continue reading “Ignoring time management screws others- but mostly your reputation”
Companies are ignoring a challenge that is much earlier in the value chain than identifying their customer experience. The desire of senior leaders to mandate a cultural shift from product or service to experience has left a void which is the foundation of its success: Employee Experience. Continue reading “The Employee Experience: the secret sauce to change, evolution & success in CX”
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). Continue reading “Customer Experience (CX) is just Customer Service (duh)”
The nature of an agency is to continually be closing new business. It can be, certainly according to sales teams, the single most important aspect of an agency. Continue reading “The RFP process echoes a broken record”
You know someone who got divorced? Did they rush into the marriage? Did you and your friends talk about how fast they got together, engaged and married? If marriage is the most important relationship you are going to have in your life Continue reading “Hire Slow, Fire Fast”
When you manage people and do your best to help guide an organization you often turn to analogy to help get the point across. In the past, especially when teaching students of interactive, I use the analogy of a house when speaking to the structure of a digital property or marketing strategy. Continue reading “agencies, check your oil often”
I sat at a red light the other day. I was well out of position. I was in the far right lane of a one way street, needing to make a left at the next intersection, another one way street. Continue reading “target changing lanes not changing games.”
From time to time agency staff can get frustrated with a client. Ninety Nine percent of all clients are delights to work with of course… But, for the purpose of discussion, let’s take an edge case. Continue reading “impossible client? look in the mirror first.”