I’m rarely at a loss for words. That’s changed during this, um, “time” we’re in. Know what I mean? Since last spring, whenever the topic of, er, “this situation” arises in conversation with clients and colleagues, I find myself grasping for the right – polite -- term to use. In my mind’s eye I can … Continue reading What Do We Call It?
Dear Las Vegas, I'm sorry. I'm sorry for all the things I said about you. I’m sorry for saying how much I dreaded visiting you for work. I’m sorry for what I said about how fake you were, how crowded and expensive you’d become, how uncomfortably hot you were. Yours is a dry heat, and … Continue reading Dear Las Vegas, I am sorry.
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!
Look for new ways to engage and “touch” audiences and communities. Ironically, that’s more important now than ever.
Your innovation is not fucking innovation. You adjusted, adapted, tweaked. You haven’t fucking innovated anything. Oh hey, Toyota, you upgraded your sad old fucking Prius to go an extra ten fucking miles. It’s still got four fucking tires and a steering wheel, so save the innovation bullshit. Wow, Taco Bell, you made your fucking taco … Continue reading F**k Your Innovation
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.
Dear colleagues. I apologize for the Reply All email that contained rather graphic information and photos of my recent “procedure” in the body of the mail. I had intended them only for Holly in HR. Thanks to those of you who sent condolences and to Jason for commiserating with his own surgical experiences in similarly … Continue reading The Noob Regrets