From Dell to EdX, Columbia Sportswear to Red Bull -- advertising is increasingly less about claiming value, and more about delivering it through memorable experiences. That's the secret behind Zeno's Paradox of Marketing.
Why No One is an Agency Anymore, and Why No One Cares
Customer Experience Makes Five Guys the Top Ranked Burger in the US
Best job ever? Usability Testing Bartender
Companies with Top Customer Experiences Out-Score Super Bowl Advertisers
What I Found at Caine’s Arcade, a Few Minutes of Fun
Amanda Palmer Won’t Settle for Less. Monitizing engagement is just the start.
Quotes and Photos from Keynoting The Future of Digital Marketing in London

Can a Commercial Care System Really Take on Disparities Rooted in Economics?
September 29th 2022
Health disparities are driven by both inequity in care, and the social-economic factors that bring people to it. This post provides data suggesting care leaders most address both – factors within care, and before care.

Yes, body count is exactly what it takes to make some kinds of changes
August 21st 2022
As we think about taking-on inaction on larger topics, such as global warming, it is not only fair to ask “how many must die before we get serious” – it may be *the* essential question to ask.

GOP’s deal with the Devil leads to this week’s fatwa against the FBI
August 13th 2022
This week the GOP issued a fatwa to violently oppose the FBI. From former President, to official and media the call was amplified, in a party which has waited for generations to ‘use the guns’. This isn’t random; it is not hidden, and its not over.

URLs are NFTs weak link: so those million-dollar NFTs may end up looking like 404-error pages
February 20th 2022
In the tulip mania of the 1600s, there were at least real bulbs. The weakness of conventional URLs being recorded in the blockchain, is that these links are more like maps to where some of those expensive bulbs might still be buried, if they where ever really of value at all.

Loyalty in healthcare and empathy for all
August 26th 2021
Over the last few months I’ve been working with our healthcare team to help clients think about customer loyalty, trust, and the ways brands earn this and measure their progress. This is likely the start of a few posts to our work on this.

Rutgers Customer-Centered Management mini-MBA now to run in October and February
July 18th 2021
Each year the line-up of talented customer-centric leaders who teach the Rutgers mini-MBA and Customer-Centric Management just gets better. There are nine of us this year – making it more like a conference than a class.

Get rich quick? NFTs build a business on bragging rights for COVID-euphoric investors
March 24th 2021
If you’re scratching your head about the digital tokens (NFTs) that are being used to buy $33,000 tennis shoes and 60 million dollar digital art pieces you’re not alone. Here is a quick take on what they are, where they can go wrong, and what this says about life on the road to pandemic recovery.

Why This Week’s Roblox IPO Should Be of Interest, Even to Non-Gamers
March 8th 2021
Roblox should be on your radar as a force in culture, creativity, and consumerism. Its direct listing IPO, scheduled for Wednesday, shows how highly relevant companies don’t need a flood of promotional dollars to position themselves as valuable brands.

Fauci may have quietly averted a 9/11 scale disaster – only experts can say
February 26th 2021
The informed voice of uncertainty is easy to miss. But in a world of complexity, it must be celebrated. New research suggests Dr. Fauci’s reluctance to reach beyond research to guess his way to policy may have saved us from catastrophe; only experts and the perspective of time will tell.

Deception creates its own harm: Facebook shouldn’t know if you’re ovulating; voting shouldn’t be rooted in lies
January 14th 2021
Facebook gained the ability to see if users were ovulating, but the FTC put an end to this practice….because deception causes marketplace harm. Perhaps it’s time for voters to have consumer protections similar to what they enjoy in commerce from the FTC.