What We Think

I wanted a new pillow. I did my research and decided on what I wanted. The brand’s site offered 20% off if I gave them my email address, so I did. At checkout, the code didn’t work. It turned out the pillow was already on sale, and therefore the discount didn’t stack. That’s fine. It […]

It’s really nothing out of the ordinary: A brand launches in a new country. The work is done: The site is translated, and the prices are converted. The marketing team runs launch campaigns. Traffic shows up. But conversion doesn’t. The post-mortem usually blames the market, not the work. The customers there just weren’t ready, or […]

Ask any leadership team how their AI assistant is performing, and you’ll probably get an answer. Usage is up. Fewer customer touchpoints need escalation. Users seem to like it. Now ask how they know it gives the right answers. Not most of the time. Every time it matters. That’s where the room usually gets quiet. […]

I was out shopping for a piece of furniture recently. I did some additional searching to have some intel going into different stores. Simple enough search, specific enough item. I got a whole bunch of results returned. Cool. But when I started clicking through, I realized what I got back weren’t really results at all. […]

Something is afoot in the world of User Experience right now, and it’s not good. It’s become readily apparent that the U in UI/UX is being cast aside. I’m seeing it constantly. So many updated mobile apps now feature core navigation that’s been segmented and hidden behind incoherent icons scattered across the screen where users […]

Have you done this before? It’s one of the first questions clients ask during a technology selection process. And it’s a fair question. While the answer is usually yes, it’s not really true, is it? We may have implemented X solution for an organization in Y industry, but does that really mean as much as the client thinks it does? Experience matters. Just not […]

I lost an old friend recently. I’m not going to share any additional information about the circumstances to avoid giving clues to their identity, because they were well known in certain circles, and their family has been through enough. We rarely suffer from bad intentions or actors. However, we do frequently suffer from the inadvertent […]

One of the first questions asked in almost every strategy workshop is, “Who are our competitors?” It’s a logical place to start. Understanding the competitive landscape is essential when evaluating products, pricing, positioning, and market share. But it’s not always the right question when you’re designing a process. It doesn’t go nearly far enough, and it’s a mistake to stop there.    The organizations that create the greatest competitive advantage won’t be the […]

What image pops into your head when you hear the word salesman? Is it a tired middle-aged man lugging around a suitcase door to door? A shady guy on a used car lot with a bad tie? Or maybe a bunch of slackers sitting in a paper company office in eastern Pennsylvania.  The challenge isn’t creating customer relationships. It’s […]

Ah, the excitement of a greenfield project. It’s almost like the smell of Spring when everything is just about in bloom, and there’s the promise of life begun anew. Your team has a pretty good idea of the business goals; they’re researching best-of-breed solutions to achieve them and looking forward to learning new technologies. It’s […]