Who You Serve

Who You Serve

Samantha is a young entrepreneur trying to find her way in the business world with her tech startup. Brilliant, passionate and new to becoming an entrepreneur. She has spent two years developing her software BUT not two minutes thinking who her ideal customers will...
Heroes

Heroes

When your customer is the hero, it changes how you market your brand. You become an enabler of their dreams and your product or service has a supporting role, but isn’t the lead character. You know you are succeeding when a customer achieves what she wants to...
Face Time at The Dry Cleaners

Face Time at The Dry Cleaners

Since I no longer work in an office, I don’t need to get a lot of shirts dry cleaned. So, when I walked into my neighborhood dry cleaners for the first time in almost a year, I was surprised to be greeted by name by the owner. Sandra must have hundreds of customers,...
Human Operating Systems

Human Operating Systems

After the last of many stakeholder interviews I did with my new client’s customers, I reviewed my comprehensive notes and found no one mentioning technology. The company had invested millions in new tech only to find that growth was flat. They spent millions on a new...