Build a Playlist That Keeps Your Customer on “Repeat”
Your story doesn’t belong to you. It belongs to your customers.
Why Great Technology Isn’t Enough
Technology doesn’t sell itself—story sells technology.
Don’t Slack on Story
Slack demonstrates how a strong brand story can drive product adoption and customer loyalty.
Kill Your Darlings
When Your Brand Becomes the Monster It Set Out to Destroy.
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.
The Illusion of Magical Thinking
We were so focused on the future we were missing what was going on around us.
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.
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.
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.
Foosball Isn’t a Culture
Superficial perks don’t define company culture; a clear purpose and shared values do.
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.
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.
