What do we do when it breaks?
The unexpected happens. Systems fail, humans are unpredictable, interfaces aren’t perfect… The customer service professional
Scripts and casting
In the theatre, the play is written before casting begins. This gives the playwright freedom
Projects left undone
What’s the attainable, practical and generous thing you haven’t done yet? What will it take
KPI dashboards & how to use them in your marketing
I’ll never forget the first time someone asked me for a marketing performance update. I
Creating a B2B buyer journey map in 8 steps
When I started working with B2B companies, I quickly realized that understanding how your customers