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...
Creating A Brand Voice Document

Creating A Brand Voice Document

One of my clients needed to guide several agencies about her brand’s voice. What is the brand’s voice? It is how a brand uses words, attitude, and value when communicating with their audience. It is how your brand personality comes to life to the outside world. For...