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. It’s incredible to observe as society moves in two seemingly opposite directions, simultaneously: first is being alone with ones devices and gadgets. The second, is using those gadgets to ‘be together’ with other people – ironically, the people that one is avoiding by being on one’s device. As a […]

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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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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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yes, i found a twin peaks bathroom.

Just out for a night of west coast style chinese at Mission Chinese on Orchard in the city, and what did I find? A twin peaks themed bathroom. It was only missing a midget.

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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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determining the viability of responsive design

a new religious debate is upon us.  responsive design versus non.  Here is a quick video of how to understand it.

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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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