Kate Middleton is not a lizard person. But people can now say it is technically possible for the Illuminati to hide that she is. That ridiculous paragraph was brought to you by our new AI world, where trust in institutions–including potentially your business–is eroding daily. But fear not! You have a secret weapon. Questions? Comments? Ideas for future episodes … …
C’mon man, not everything can be a “customer experience!”
RANT INCOMING: An employee rant leads Mike and Mark to discuss good CX–and the motives and methods that create them. Have you considered both? Questions? Comments? Ideas for future episodes … or interview subjects? Email Mike and Mark.
The Gift Hack: the secret that completely changes how you give
Mike reads academic papers. Is it for fun? A desperate cry for help? Regardless, one paper led to him giving the gift of a 3-foot Twix bar. The reaction to the candy is a great lesson for any individual or business wanting to make an impression with a gift. Questions? Comments? Ideas for future episodes … or interview subjects? Email …
Can organizations care?
Skyline Chili is legendary (at least to Mark’s family). A home-run performance by a Skyline employee begged the question: Can a company actually care? Mike and Mark share the simple secret to employee (and customer!) engagement. Questions? Comments? Ideas for future episodes … or interview subjects? Email Mike and Mark.
Innovation occurs on the edges
Lego saw it … Toyota seems to always see it … GM didn’t see it … and the bigger or older your organization is, you might not see it either. Innovation occurs on the edges. There are things you have to do to leverage it. (Check out this excellent Harvard Business Review article for some related thoughts and a printable …
What Teddy Roosevelt’s portrait says about working in the moment
President Theodore Roosevelt hated his first portrait so much that his family hid it in a dark place on the wall. He eventually destroyed it. So the next painter, John Singer Sergent, would have a tough time of it. The president, after all, was active and busy. The story goes that they searched the house for the best lighting, and …
The shrine of capitalism
I had seen the bumper stickers as a kid. I indeed wondered, “Where the heck is Wall Drug?” (Had I lived off I-90, I would have seen the legendary billboards as well.) And in 2012, I made my pilgrimage to Wall Drug, truly a shrine of capitalism. It is a place where Something was made out of Nothing. And it …
The Dad Shoe strikes again
Remember when we talked about the passion that led to the Dad Shoe? That the designer cared for the customers’ needs and launched a rabid fan base? Here’s a similar story: American-made SAS shoes have been “form follows function” for a long time. And now, some people are rejecting slickly designed shoes in favor of what some might call the …
Dude Perfect: Mark attends the Panda-monium Tour
In episode 136, Mark introduced Mike to Dude Perfect. Now he and his family have attended the Panda-monium Tour. It’s time to debrief the fun. When you know your why … when your why is your brand … success is simply a matter of staying true to your brand’s promise. Insights for every organization in this one. P.S. Lots of …
Weird update on your emerging customer base
More news from the frontlines (i.e., the internet): In an earlier post, I pointed out that Gen Z is approaching car-buying with a sense of despair. Some of that despair is going to trickle out to other purchases. Any business hoping to attract Gen Z should ensure its experience matches the promise of its brand. The Gen Z customer will …