Customer ExperienceInnovationStrategy
January 17, 2017

Deaf & Blindsided: Innovation is About Listening

What does the Inauguration of the 45th American President and Blockbuster have in common? The organizations weren't listening. I know, probably an answer far less snarky than what you were expecting. However, there is a far more pragmatic and important reality impacting your business you need to recognize. With the holiday season…
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Customer ExperienceTrust
October 12, 2016

Awareness, Transparency, & Trust: How A Fake Instagram Account Might Cost Marketers More Than We Realize

(Photo credit: Terry Johnston Photo via Flickr Creative Commons) If you haven't yet heard the Internet-based tale of Louise Delage, it's worth a few minutes of your time and consideration. Ms. Delage, a 25 year old woman from Paris,  joined Instagram on August 1 and quickly became a star. Pretty, fun-loving,…
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Customer ExperienceLeadership
October 7, 2016

The LinkedIn User Experience Needs Improvement

By Qwertyxp2000 via Wikimedia Commons   Last week, I made a major career announcement; my partners and I launched the executive consultancy Brain+Trust Partners. We pulled all of the usual levers: press release, media and influencer briefings, blog posts, social network sharing, and profile updates. As you would expect, one of those updates…
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Customer ExperienceLeadershipStrategy
October 3, 2016

Customer Experience: New Thinking for An Old Problem

Customer Experience is all the rage, but is it really delivering results? We're seeing new CX related efforts in companies big and small. They have been started in IT, Customer Service, marketing and many other silos within organizations. Case studies galore are celebrating these efforts. Internally there are celebrations for…
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