Bright ideas, emerging thought and interesting concepts to spark conversation, drive strategy and stimulate new approaches.

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Is Social Media a ‘trick play’?

Yesterday I had the good fortune to be with a couple of former NBA greats.  My nine year old son and a handful of his friends had the good luck to spend a couple of hours at Conseco Field House’s [...]

Boiling the frog

Ever hear the expression “if you drop a frog in boiling water, it’ll jump out but if you put a frog in water and slowly turn up the heat, it’ll cook itself.” Personally, I have never tried [...]

Come Fly with me.

The airline industry has an expression to segment roles of employees: above the wings/below the wings. Above the wings involves actual in-flight experience; it embraces pilots, flight attendants, [...]

Making the leap from product utility to customer experience

I recently attended the latest WOMMA conference in Miami. It was an intense two days, full of knowledge transfer during various break out sessions. We explored the trends and insights of customer [...]

Community by the Numbers: Part 3

Below is a real excerpt example taken from a CPI (Consumer Performance Index) dashboard. Why am I showing this?  Simple. If you can not articulate and defend the value your community is delivering [...]

Community by the Numbers: Part 2

Consider these community facts (these are real, hard metrics from a number of brand communities but are sanitized and general for reasons of NDA).  Keep in mind, the metrics I am sharing are only [...]