On September 3rd Michael Jordan walked to the center of the field at the onset of the University of Michigan’s first football game of the 2016 season. The eye-pleasing, ceremonial activities of (arguably) the world’s best basketball player overshadowed any discussion around the details of the contract which led to his honorary captain’s position. The team donned the Jumpman logo on its uniform as part of the $170MM deal between University of Michigan and Nike. Continue reading “If you aren’t paying for something, you’re the product. Or your data is.”
Notifications got us like Pavlov’s dog
I’m fortunate to be on vacation. I’m airborne to a tropical play land that represents my happy place. I went to my happy place over the summer too. And I did something for the first time for myself on that trip. I’m conscious having not done this until this point of my life could paint me in a ‘follower’ light – but I don’t think I am the only one. I suspect you too are in my camp. Here is what I did: Continue reading “Notifications got us like Pavlov’s dog”
If you aren’t paying for something, you’re the product. Or your data is.
On September 3rd Michael Jordan walked to the center of the field at the onset of the University of Michigan’s first football game of the 2016 season. The eye-pleasing, ceremonial activities of (arguably) the world’s best basketball player overshadowed any discussion around the details of the contract which led to his honorary captain’s position. Continue reading “If you aren’t paying for something, you’re the product. Or your data is.”
Empathy is the new black
And by black I mean the color of the souls of everyone who are glued to their device (myself included). In order to continue the evolution in our relationship with technology, organizations will need to deeply and holistically embrace empathy as the North Star for their business models, not just their marketing. Continue reading “Empathy is the new black”
The Employee Experience: the secret sauce to change, evolution & success in CX
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”
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). Continue reading “Customer Experience (CX) is just Customer Service (duh)”
Leadership is earned trust, and it can be lost
I suppose I have been in leader in my organization for several years now. It feels odd to write that down and read it. My first reaction to statements like that from others is usually rolling eyes and disengagement. Continue reading “Leadership is earned trust, and it can be lost”
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.’ Continue reading “Instant Gratification is Leading to Stupider Decisions”
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…) Continue reading “Give me the gift of your attention.”
Reasons Agency / Client Relationships Suffer
The relationship between an agency and their client is much like that of two people dating with the intent of being married. Corny perhaps. Not my most thought provoking analogy for sure, but nevertheless, true. Continue reading “Reasons Agency / Client Relationships Suffer”