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The bar is set pretty low when the litmus test for a great manager is whether they grasp the kindergarten-simple concept that if you take care of people they’ll take care of you. But I’m gobsmacked at the number of managers who don’t get it.

One of the reasons why maximizing customer experience works so well for businesses of every type and stripe is because it functions outside of the ever-tightening noose of conformity. 

Well-constructed crisis research can not only show you how to fix a crisis, it can delineate what’s important to the customers and followers that are most crucial to your organization’s success. 

There is no quick and cheap path to effective product and brand launches. The only approach that works is deliberate and systematic.

There’s no substitute for knowing your stuff and knowing your audience, and then communicating to them the way they want to be communicated to. True then, true now, probably true forever.

If you envision product development as identifying a need, meeting the need, and doing it creatively, product development can be a blast – and the end result will be the better for it.

Organizations are more often getting the quick, cheap fix as opposed to the deep dive into who they are and why, and the hard work of remaking themselves into something closer to the ideal.