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The Rise of the Brand Influencer

It’s difficult to believe, but in the recent past consumers relied, to an inordinate degree, on brand advertising for advice prior to making a purchase. Classic advertising campaigns (“A Diamond is Forever,” “Got Milk?”, “Think Small”) influenced countless consumer purchases, generating untold millions of dollars for the brand owners. Consumers …more

Days of Future Past

Bill Gates once said that  “we always overestimate the change that will occur in the next two years and underestimate the change …more

old phone

Customer Care Webinar

I’ve written about customer care before. It’s a subject I’m quite passionate about — so passionate that I’ve worked with Dave Konrath …more

Corona Virus

Beyond Coronavirus

Business leaders must begin to plan how the coronavirus will permanently impact their organizations in the future.

Butch and Sundance

It Takes Two

The standard pitch for a buddy movie goes something like this: two mismatched protagonists come together to create a unique bond. Think …more

Waldorf Hotel

An Evening at the Waldorf

In December, 1978, Gourmet magazine published the heart-warming tale of Bud and Jean Ince. It’s a beautiful story but, sadly, online versions …more

american gothic

Wait for It

“Good things come to those who wait,” said nobody while sitting on hold for 45 minutes randomly shouting “representative” at their phone …more