Try not to become a person of success but rather to become a person of value. ~ Albert Einstein To be or not to be, that is the question. ~ William Shakespeare To Be or Not to Be. Before all your To Do’s, check or create your To Be list ...

Shifting From Purchaser To User. Imagine there’s no purchaser. It’s easy if you try…. Try to think of your customer as someone you care about (brother, mother, friend) in the act of using your product or service. Rather than a faceless data point you’re trying to get to purchase. And ...

Isn’t it weird how this works? You’re on an overcrowded street in the city, in a sea of people, when you suddenly, unexpectedly, out of the hundreds of faces in your visual field, see the one face of someone you know. Not only do you recognize them immediately, you also ...

My team and I were sitting at the pub, rethinking an approach to a client’s customer-rewards program. So, we looked at a seminal study in the Journal of Personality and Social Psychology. It validated our counterintuitive notion of loyalty and compensation. And, ah, inspired another round as we brainstormed with crayons on ...

    Emotion plays a larger role in customer experience (than effectiveness and ease): Harvard Business Review’s and Forrester‘s respective seminal studies are still rock solid in showing us why emotion is the most influential of the three e’s of Cx quality — effectiveness, ease, and emotion. Customer Satisfaction (isn’t good enough): Former ...

          The thought bubbles above your customer’s head at every touchpoint: Do you even know who I really am? How is this relevant to me right now? Context, not content, is the new king. What do you think is more effective for your sales: If your ...