Customer Centricity

Customer Centricity

The conference room had whiteboards and post-it-notes showing the pros and cons of each competitor. SWOT analysis and other MBA-type tools permeated the space. The management team and their colleagues were trying to figure out a strategy for success. Big data was...
Ask Questions. Then Shut Up.

Ask Questions. Then Shut Up.

In the last sixty days, I have conducted about 30 discovery interviews with several clients. The goal of the work is to understand how internal or external stakeholders feel about products, services, and activities associated with their brands. My goal in conducting...
Grub Hub Flub

Grub Hub Flub

For months, Grubhub has been running an ad campaign to get consumers to try their app. Download and order food from local restaurants delivered to your door. The ads over glorify their promise and set the expectation for food to show up as an Uber. Quickly. Easily. At...