-
Emailing responsibly (with purpose)
I'm torn by the necessity of sending regular contact to customers and the desire to wait until I have something important to say. It's a natural tension, and one I just have to confront on a monthly basis. If I haven't found something to email about at the end of the month, then I have to…
-
How the new Whitney Museum helps us figure out what a museum means
I've always loved being in museums. Back in college, I thought I'd like to work in them. Fortunately, I had the opportunity to intern in a few before I left graduate school. For the advertising business. Also a mistake, but I've never regretted leaving the museum world behind. Museums are inextricably linked with commerce in…
-
Resuscitating the Email Newsletter
I've been worried about the email newsletter. Although it's one of the most reliable ways to provide steady customer relationship management, they are so difficult to write well. But maybe it's not the writing but the content. In the article below, Blaise Lucey makes a great comparison of the spontaneity and sense of discovery we…
-
Why building a solid culture is tricky–what you say you believe doesn’t matter.
As I build my understanding of leadership and customer experience, I'm frequently struck by leaders who struggle with the idea of culture. They want to extract the necessary culture to achieve their goals. Unfortunately, culture is so deeply rooted in the behavior of the leaders, that trying to manage it is challenging. Leaders have to…
-
Favorite things in Houston
Recent captures: EQ Heights coffee shop Japan Festival in Hermann Park, with blooming bonsai View from our balcony down Hermann Drive, looking west toward The Galleria Art Car Parade This sky
-
New way to see news
The homepage of BuzzFeed is a real turn-off for me, but this article by Ben Thompson has me sticking with it. It's not dignified or 'nice,' but it's very real and very hard-working. I think that's what I can respect. The writers and editors at BuzzFeed are working very, very hard to communicate all the…
-
How to live without being defined by edges
I spend way too much time reading. But occasionally I stumble across something that blows open my mind, making it possible for me to reach the next level of achievement, or something… a higher state of existence. If you want to go there youself, stop reading this and instead read The Web’s Grain by Frank…
-
Make your resume a customer experience
We usually write a resume that makes us feel good. Unfortunately we are not the target audience. Asking our business associates for feedback may make us uncomfortable, but it is vital. The more like our targeted hiring managers they are, the better. Career Marketing Coach: A Little Resume Tough Love, 2015-Mar-25 by Debra Rosenfeld …because…
-
Why you can’t motivate other people
Thanks to Ann Iverson for linking up this classic McKinsey article about customer experience. We are reminded that you can manage your company culture and incentives, but you cannot actually motivate people–they decide to act based on their motivation. All you can do is set the stage for them. When your organizing your team, you…
-
Asking to get (what Sarah said)
Medium: The art of asking: or, how to ask and get what you want, 2013-Sep-9 by Sarah Kathleen Peck [highlight added.] Put the ask on the table. Make it easy to find. Make your wishes known. Give alternatives if you’d like, but stick to two, maximum three. Sometimes it’s easier for people to say yes to…
-
Subscribe
Subscribed
Already have a WordPress.com account? Log in now.
QVIews 