How Great Products Change Our Behaviors

Our culture of convenience certainly wasn’t hatched with the likes of Uber or Amazon alone, but they are great examples of modern-day brands that have completely shifted our behaviors over time. And isn’t that the hallmark of a truly great brand or product? At some point they prompt us to ask, “how…

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For the Love of Money (aka Customers)

WHO CARES? THEY DID. During a recent two-day persona workshop, I saw the depth of our client’s knowledge and empathy for their customers. I saw how their culture was built around providing compassionate customer service and how they expect their customer service representatives to go beyond the expectations of their customers. As…

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Don’t Miss Your Industry’s Brexit

This year featured a couple of unexpected election outcomes in the U.S. and abroad. Learn how to apply lessons from these elections to answer this question: Do you know who your customers are and why they should vote for you? If the surprising election of Donald Trump as President of the United…

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