Empathy is the new black

And by black I mean the color of the souls of everyone who are glued to their device (myself included).  In order to continue the evolution in our relationship with technology, organizations will need to deeply and holistically embrace empathy as the North Star for their business models, not just their marketing.

Customer Experience (CX) is just Customer Service (duh)

I would have posted this on my other blog, SHAPING THE GAME, however it ended up becoming a bit colorful and not as prescriptive as STG editorial guidelines would like me to be. (So thanks ‘structure’ and ‘rules’ for ruining my good time).

yes, i found a twin peaks bathroom.

Just out for a night of west coast style chinese at Mission Chinese on Orchard in the city, and what did I find? A twin peaks themed bathroom. It was only missing a midget.

uber changed my life

I heard about Uber quickly after they launched.  A colleague of mine and I were going from one bar to another on the otherside of town and rather than hailing a cab, he whipped out his phone, hit a button.  Literally moments later a town car showed up.  Absolutely phenomenal.

Don’t ever use ‘Click Here’.

I can’t believe I am writing this. It seems so obvious and clear cut, and yet day after day I visit websites that give me snippets of information and then ask me to Click Here to learn more.