Oct 19, 2019
What is the Secret of Airbnb?
I would never be an Airbnb host. Having a stranger staying in my house doesn’t fit with my personality.
That said, there are a lot of people that would do it. Airbnb has over seven million listings in 100,000 cities worldwide and reported revenues of $1 Billion (with a b) in the second...
Oct 12, 2019
A practical guide to Customer decision making
When the Nobel-prize winning economist professor Daniel Kahneman wrote his book Thinking Fast and Slow, he introduced the concept that we had two ways of thinking about things. He named them System 1 and System 2. The two systems work together to help us make decisions about...
Oct 5, 2019
Case Study: RICOH Printers (Canada)
I spend a remarkable amount of time complaining about how organizations get things wrong with Customer Experience. However, not every cause is lost. Some companies get their Customer Experience right, and we can all learn a lot from their journey.
In our global Customer Experience...
Sep 28, 2019
The Key to Successful Marketing Communications
There are a lot of people that do not know the difference between Marketing and Advertising. Many people assume they are the same thing, but they are not. Marketing is deciding what you are going to say; Advertising is saying it.
In my corporate life, I worked in Marketing...
Sep 21, 2019
How To Overcome Organizational Silo’s To Make
In The Fellowship of the Ring, Gandalf the wizard calls all the creatures of Middle Earth—the elves, dwarves, men, and hobbits— to a council. Their goal is to determine what to do with the Ring that threatened to end life as they knew it. Gandalf reasoned that...