Having seen a few incidents in the world, this one will definitely be remembered. The tears of sadness, separation, anxiety, sickness, and bad economics are all spinning in circles around us personally and professionally. What comes next are the changes. They say in Washington DC to ‘never waste a crisis’….

We live in a hype cycle. First, there was the dot com era and any business with a website was going to rule the world. Then it was social, and he who has the most likes, friends, followers wins, right? Remember that? Somewhere in between it was all about Google…

[Writers note: In late 2014, we wrote this article. We had not invented our CRM technology, but we knew that there had to be something better than simple demographic data to segment customers.] The customer journey is complex. It has always been that way. The human mind is not something…

Customer delight is a form of happiness.  It is a well-documented, but a hard to achieve KPI. Jeff Bezos understands how important it is and has 5 teams working on it at Amazon. It’s that important. Why? Customer delight is broken down into 3 key elements: Create customer loyalty. Instead of rebuying your customers…

This article was written by Madelyn Skinner. The Story. I am fascinated by subscription boxes, although a little overwhelmed, too. My friends are constantly talking about their monthly makeup boxes, their newest shipment of “ugly” food, a miracle face scrub, etc. in my curiosity, I found a website that aggregates…

In 2013, Christopher Skinner was the keynote speaker at a Google ThinkFinance event in Mountainview. Five years is a long time when you’re thinking about digital, yet the concepts here still ring true. Let’s revisit each lesson from the presentation and apply it to 2018 digital thinking. 1. The Customer…