June 2015. In a world overloaded with direct communication, the power of signs and symbols is one way to cut through the clutter.

April 2015. When it comes to terms of service, technology or exchanging digital information, “is it secure?” means “do I trust you?”

Who really influences B2B purchases, the dirty little secret of ethnographies and other insights from the February 2015 Quirk’s event in Brooklyn

Tradeoff analysis at its simplest means what are you getting and what are you giving up?

I recently had some experiences that made me think about trust and loyalty: powerful words that can’t just be treated as copy.

Sandwiches that look as good as they taste and more good stuff from a recent conference on qualitative. It’s all about getting immersed!

I haven’t yet figured out how to make a living attending conferences, so I still have to wedge my favorites in between other projects.

Like you, we were trying to figure out how to be more of what we do best. OMG that is hard work. It’s SOOO much easier doing this for someone else.

The weirdest thing about discovering insights is that – very frequently – they were sitting right in front of you the whole time.

Baby symbols are popular at New Year’s because it’s a time of potential. But babies are more than just cute, they’re natural innovators.

Magic is theatre where every detail is carefully managed. It’s the same with good customer experience – there’s lots going on that you can’t see.

You can bring innovation to just about anything. The key is taking a fresh look at your objectives and understanding your customers.

When you are looking for insights into your own challenges, you will nearly always gain by taking a wider perspective.

People throw around the phrase “customer insights” as if we all know what it means. We know we need them, but what exactly IS an insight?

I just got a Vespa and discovered it’s not much like driving. You have to be diligent about everything around you – just like managing experiences.

To really move things forward you need to invest real time. Things don’t happen overnight. Giving up too soon guarantees your efforts will fail.