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The Differentiated Experience (DX) You Deliver Is the Most Referable Customer Experience
Honored to be a guest of Bernie Borges of iQor on Episode 60 of the "Digitally Irresistible" podcast. Watch the episode here: Bernie and I talked about the I.D.E.A. framework for creating a differentiated experience (DX). I co-created this...
The 10 Commandments of using powerpoint
Do you know the 10 Commandments of PowerPoint? If not, you should... PowerPoint is an amazing presentation tool if used effectively. But with great power, you need to make a point to use it responsibly. Most people abuse it. In the words of Seth Godin, "If there was...
Disney Lies About Waiting… and you should too!
It’s no secret that Disney understands waiting. Karl Sakas shared an insight with me about the wait times at Disney Parks. As you enter a ride’s line, the current wait time is posted. As you wait, you pass signs that indicate the wait from your current position in...
Jerry Seinfeld and Kith leverage opposing
What's the deal with the old guy in streetwear? KITH nearly broke the internet when it launched its latest seasonal collection for Fall 2022. This assortment includes original apparel and accessories in the brand’s ongoing Classics Program starring iconic New York...
a King, a dead tooth, and what it can teach us about ideation…
One thousand years, a King, and a dead tooth. How one man became the inspiration for wireless communication. Our King is Harald Gormsson. Gormsson ruled Denmark back in the 10th century. The medieval king was notorious for uniting all of Scandinavia and converting the...
Going Purpose – Yvon Chouinard Gave away Patagonia for the planet
In "Red Goldfish - Motivating Sales and Loyalty Through Shared Passion and Purpose," Graeme Newell and I feature how Chouinard started Patagonia and how the brand fits "The Protector" purpose archetype. The start was a figurative uphill climb. Yvon Chouinard was...
How do you differentiate good service from great service?
This question was posed by Lee Silverstein in a blog post. In his words, "You know it when you experience it, but sometimes it’s difficult to verbalize. I like to explain the difference as 'great' service is the type of service that you would tell others about." He...
Leadership Lessons from the Life of Queen Elizabeth
Three lessons of warmth from the life of Queen Elizabeth II. Why warmth? Because as we evolved as human beings, we developed skills integral to our survival. One of those was the ability to make snap judgments about our surroundings with a high degree of both speed...
Flexibility vs. control – Should workers return to the office?
September 6th, 2022 was the day when many companies have dictated that workers need to return to the office. Many workers have been remote over the last two years due to the global pandemic. Many have gotten used to work-from-home. Namely less stress and greater...
Two things online dating can teach us about marketing
The first is from Jennifer Cohen. Jen shares a brilliant insight on TikTok. Her podcast guest tells the story about a friend who was struggling with online dating. Her profile pictures were good. She was attractive, but she wasn’t getting past a third date. Her...
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