What else is there?
I love the notion of tribes. It’s a gut-level ancestral haul back to ancient times. It’s also hot right now. Seth Godin, marketer extraordinaire, extols tribes as key to effective marketing. We all want to belong, fit in, be a part of. David Logan, co-author of Tribal Leadership and The Three Laws of Performance, breaks […]
Some people argue that UX and CX are different. I don’t think so really. Whichever you call it, CX and UX may be the latest rage, but they are not new. It was called customer-centered business back in the 50s(!) as “invented” by Peter Drucker. They called it TQM (Total Quality Management) or Six Sigma […]
Your defenders ring the ramparts. You’re ready. Cannons are manned. Piles of extra arrows in the form of solid commitments to UX lay at the feet of your sales team. Customer service team leaders have plenty of ammunition. They are loaded down with careful, happy scripts and working headphones. Their computer monitors hold reactive inventory […]
In today’s USA Today, we saw a renewed focus on corporate kindness. In the old days, they used to call it social responsibility. In business school, they used to tell us that social responsibility was not in the interest of the shareholders. The shareholders demand a profit, they said. That was then. This is now. […]
I recently stumbled upon the Chris Jordan 2008 TED talk wherein Chris made artwork out of our collective unconscious behaviors. With a smoking skeleton and pills formed into a surprising circular array, he exposed the following and other punishing statistics…not to punish us, but to inform us. 400,000 people died from smoking in 2008. 65,000 […]
From the front page of the WSJ today, March 23, 2013, I was jolted into a sense of my own immortality. The title: “Science Fiction Comes Alive As Researchers Grow Organs in Lab.” While most people would think this an exciting advancement, it scares the holy crap out of me. It’s not because of the […]