I hear a lot from my clients about their dreams and in particular their frustrations about not making them a reality, so I want to post a very short and pointed blog about the importance of goals and how to make them work for your...
As a follow-up to my previous blog post on creating Personas, today I would like to discuss creating customer-centric content. First things first. Before you can create "customer-centric" content you have to understand what that term means. According to Business Dictionary.com the official definition is: “Creating...
I recently taught a User Experience (UX) course at San Diego State University for the Extended Studies program. It was a ball and since I spent so much time putting together the material for this class, I wanted to share the learnings more broadly with...
As business owners you know that you need to plan for the ups and downs of revenue growth. There are always those lean times that keep you up at night and wouldn't it be great if you could stabilize your bottom-line? Well, you can...
Creating a brand is not for the faint of heart. It requires clarity on your purpose, understanding your customers and willingness to evolve. All of these requirements take a lot of effort and most brands change over time as they mature. Recently we realized that a brand...
I am a huge fan of sharing - whether it's a ride share (Lyft), car rental (Turo), home (AirBnB) or delivery service (GoShare) to name a few. These services allow for an entire new economy to be built on the contributions of private individuals. In the...
When I worked for American Express I commonly came across the issue of what I like to call the 'unique snowflake syndrome'. Stay with me now, it will make sense. Generally it first showed itself in a discussion about expanding an idea, such as "This worked really well in...
The best advice I can give any business owner (and people in general) is to always have a learning mindset. It's a common problem to get too comfortable in your own knowledge and miss out on valuable opportunities to learn something new. The great news is...
It's not a secret that reviews are the backbone to growing your business. People like to hear from other people. A question I get asked frequently is how do I get them? Great question! The first step is doing a stellar job. If you don't have happy...
Customer-centric is a popular catch phrase that can mean almost anything. I wasn't fond of the formal definition from Business Dictionary.com so came up with my own. “Creating a positive consumer experience at every touch point from the first contact through to the 1,000,000th visit. Leveraging people, processes, technology...