Disruption: I Finally Get It!

Disruption, Transformation and especially Innovation: words that should elicit goosebumps reduced to nickel notions. As marketers and communicators, we spent the last few decades tossing these terms like confetti in order to glorify minimal, incremental upgrades and to flog feel-good platitudes. I’ve spent as much time trying to convince clients and colleagues to reserve usage … Continue reading Disruption: I Finally Get It!

Happy Holidays: The Card!

It's been a tradition since I moved to New York City in 1994. Back then I'll admit it was a bit of a marketing tool and perhaps an ego-stroker. It instantly became an annual obsession, with the process beginning as early as July. Finding the right tone and topic is tricky. Inspiration comes (and goes) … Continue reading Happy Holidays: The Card!

ART!: A Christmas Tradition

Nearly every year since 1994 I've scribbled out a Christmas card that attempts to convey my situation and mindset at the time.  Planning begins in the early fall, and I typically go through several complete iterations, along with hours of panic, hopelessness and renewed focus. Since 2006, Mary has served as partner and editor, and … Continue reading ART!: A Christmas Tradition

Ankle-Deep in Customer Service.

I enjoy customer service encounters. Especially the bad ones. I consider such situations sport, like predator and prey, with the prey not recognizing me as a natural predator until it’s too late. Which is a nice way of saying: I worked on the front lines of customer service at Walt Disney World. Nobody does the customer service, or customer experience (CX), better than Disney Parks, and … Continue reading Ankle-Deep in Customer Service.