Help Me Help You, Times Two

Fans of the movie "Jerry Maguire" know the expression "help me help you" quite well.  The phrase came to mind while reading a blog entry from Hightail called The Agency Game: 10 tips for working with agencies, and some of the maxims struck…

Three Mistakes of Research Rookies

What I love about research is that it allows you to be an expert. Clients have questions. You find the answers. Although he/she has been in this business for years—you know what their customers are thinking NOW—because you asked. But this…

The Locksmith

Most blog posts provide the reader answers to a problem, or are written to demonstrate one’s formed opinion. Instead, my intent for this blog is to ask a philosophical question about a complex customer experience issue faced by professionals.…

Net-fix or Net-miss?

A few weeks go by and another new high-profile logo redesign to critique and discuss. This time it’s the turn of Netflix, who just unveiled their new “N” app logo. Whether you like it or hate it, it seems too have been a PR success with…