What books have transformed the way you think, live, and work? It’s a big question, but we can all relate to the experience of glancing up from the final page of a book and feeling a shift in…

When you hear the brand name “Bed Bath & Beyond,” what’s the first thing you picture? Let me read your mind: Was it a coupon? If I got that right, it’s not because I have ESP. It’s because, for…

The question is no longer whether to use video, but how. Roughly 40 bazillion sources will tell you 85% of Americans with internet watch video and nearly 90% of brands use video in their…

Businesses today love to talk about company culture. The concept—which is defined as a codification of a business’s norms, values, and beliefs—was first introduced by social scientist…

In fact, the uglier the better. Bring it on. You know who you are—well, you’re not the ugly one, but your technology, data or ability to change is really ugly. Maybe…

Initially, I was thinking that the FAQ was the first big move forward in customer self service. Then I realized a better example might be the gas pump. Even better, the ATM. For those of us seasoned…

Influencer marketing is not a term that immediately sparks egalitarian images. You can be forgiven if the word “influencer” conjures a vision of a conventionally beautiful, impossibly skinny…

When I mention that I do a lot of work with Salesforce, Marketing Cloud, Pardot, CRM-A, people often ask about CRM governance and adoption, which is fine. However, I like to tell people that…

It’s a story familiar to anyone on the agency side—the client hires a new marketing manager and the next thing you know, you’re invited to repitch the business. You can’t fault the new manager…

Jokes about baby boomers needing their grandkids to set up their technology aside (or perhaps as a result of them), too many companies assume that the audiences for their websites…