Can’t Understand People? Grab a Book

August 2, 2018
Posted by: Trish Smyth
If you, like us, are students of humans, you might have noticed that they can be… a little weird. They collectively check their phones in elevators even though everyone knows they don’t have service. They charge their phones when they’re at 93% but wait until their gas tank hits the red light before filling up. They say, “You too!” to ...
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Tell Us How You Really Feel… with Emoticons

June 7, 2016
Posted by: Trish Smyth
LRW just got Skype for Business as part of a broader technology upgrade. I like many of the features that came with our new tech, ...
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Getting Your Super Bowl Ad into the End Zone

February 8, 2016
Posted by: Trish Smyth
The year was 1982. Super Bowl XVI was an epic battle of the San Francisco 49ers and the Cincinnati Bengals at the Pontiac Silverdome in ...
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PR Crisis? Call MRX

October 2, 2015
Posted by: Lori Collins-Jarvis
To put it mildly, Volkswagen has a PR crisis on its hands. With legal and recall challenges mounting and the story lingering in the press, ...
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Was Harry Truman Right?

July 14, 2015
2
Posted by: Trish Smyth
Harry S. Truman, 33rd President of the United States, famously said, “Not all readers are leaders, but all leaders are readers.” “Haberdasher Harry” Truman, in ...
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I’ve seen the future. It’s on my wrist.

May 11, 2015
2
Posted by: Eric Asch
Musings on two weeks with the Apple Watch… Imagine my delight. As an unabashed (and occasionally and deservedly derided) early adopter, I ordered the Apple ...
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Sorry Seth, Smart Sampling Works

January 14, 2015
3
Posted by: Hilary DeCamp
“If you survey 10,000 of your customers by email and 200 reply, what will you learn from the responses?” asks Seth Godin on his blog. ...
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Bad Customer Experience. so what?

November 19, 2014
Posted by: Joan Cassidy
I broke up with my favorite retailer and I still haven’t gotten over it. To say the least, I had a bad customer experience. The ...
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Yes, Frankie, Kristin Luck is Influential

September 9, 2014
Posted by: Joan Cassidy
And so are Betty Adamou, Katie Clark and Diane Hessan. We start with a hat tip to Ray Poynter and Lenny Murphy for bringing the ...
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Customer Experience: Delight by Design

February 4, 2014
1
Posted by: Joan Cassidy
When my friend Tina pulled up to the hotel, she felt like she had truly arrived. An attendant with a welcoming smile approached her and ...
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