Apr 20, 2024
“Did I tell you about the time I …”
These seven words are one of many ways we signal one of our favorite things is coming next: a story. We can’t get enough of stories and look for them everywhere, from news to conversations to the commercials we can’t avoid on TV. Stories are an essential part of the human...
Apr 13, 2024
Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they're being watched. Therefore, it is important to remember that context and who's doing the personalizing matter.
Picture this: Colin’s at his go-to fishing store, Discount Tackle. The...
Apr 6, 2024
Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The "Jobs to Be Done" framework, popularized by Clayton Christensen at Harvard Business...
Mar 30, 2024
Colin has been ghosted. He was surprised, considering he is married and has been for decades.
However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here.
Ghosting, where someone...
Mar 23, 2024
"What's the one thing we need for a stellar Customer Experience?"
If we had a dollar for every time clients asked us this, we’d, well, have quite a few dollars.
The question is understandable. This unspoken desire for a silver bullet solution echoes across industries. We all want a silver bullet solution that...