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Build a Playlist That Keeps Your Customer on “Repeat”
Your story doesn’t belong to you. It belongs to your customers.
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Why Great Technology Isn’t Enough
Technology doesn’t sell itself—story sells technology.
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Don’t Slack on Story
Slack demonstrates how a strong brand story can drive product adoption and customer loyalty.
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Kill Your Darlings
When Your Brand Becomes the Monster It Set Out to Destroy.
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The Quibi Quandary
In painting a wide-reaching, ambitious portrait… Katzenberg and other leadership lost sight of how to take the steps required to fulfill their collective vision.
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The Illusion of Magical Thinking
We were so focused on the future we were missing what was going on around us.
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A Case of Mistaken Identity
Having an app, a cutting-edge website, or product design guided by innovation doesn’t make something a tech company; it’s simply the modern reality of doing business as a consumer-focused company.
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OK Computer: High-Tech or High Touch?
The balance between automation and human interaction in customer service emphasizes the enduring value of a personal touch.
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It Takes 80,000 Distinct Tastes to Build One Netflix
Understanding diverse audience preferences through data-driven personalization has been key to Netflix’s success.
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Foosball isn’t a Culture
Superficial perks don’t define company culture; a clear purpose and shared values do.
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Beyond the Browser: How Digital Brands Become Tactile
The limitations of focusing solely on digital interfaces and the importance of holistic customer experiences beyond the browser.
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Your Company Isn’t the Uber or AirBNB of Anything
Inviting comparisons to your brand means you’re not focused on the unique challenges of your customer.
