Insights


Getting Customer Empathy Right
15 Apr 2017

Getting Customer Empathy Right

As business owners, we often make assumptions about our own customers. Most of the time, these assumptions are based on years of experience and seeing patterns of customer behavior. Sometimes, this works. We are hired because of our decades of experience, and so we know how to answer questions when when they come up over again. We understand how to decipher client language into a...

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Core Values = Crap
20 Mar 2017

Core Values = Crap

During a brand workshop that I hosted several months ago, someone asked me a very poignant question: “I mean, isn’t doing stuff like core values a load of crap? Does it really make a difference?” Core brand values ARE a load of crap… when you’re not being authentic. I’ve seen a lot of companies come up with core brand values as a way to create...

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Uber’s Brand Problem
17 Feb 2017

Uber’s Brand Problem

The technology industry has a culture problem, and Uber happens to be the mascot. On February 19th, 2017, Susan J. Fowler wrote about her detailed experience working at Uber. Her story outlines multiple incidents of gender bias and her struggles working as a female in a male-dominated company. In case you haven’t read the post, it’s here. Shortly after, other women’s stories surfaced about their...

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Leaders Shape Brand Culture
06 Dec 2016

Leaders Shape Brand Culture

I’m fascinated by how branding shapes company culture. Culture is a direct result of how you intentionally define the core of your business. What values drive hiring? What driving factors influence your important business decisions? Good culture results in positive brand representation to the public. Great culture equals great output. Crappy culture equals crappy output. The “general public” includes business partners, customers, team members… the...

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