Jan 14, 2022
If Your Brand is Customer-First, Then Why Am I Still on Hold?
Maybe it’s time to admit that it’s not pandemic-related: most brands really just don’t care about their customers by Ed Lynes This past year, millions of Americans spent their […]
Nov 30, 2021
The Broken Business of Death
Story misalignment makes any company vulnerable to disruption, no matter how big or essential they are. By Hannah Landers • SCI built its business around a promise of “empathy and […]
Continue Reading
Sep 10, 2021
Keeping Communities Safe
When brands create communities, they take on an unspoken role to protect its members. Decisions that exclude certain members of the community don’t just cause disappointment–they leave communities feeling abandoned […]
Aug 27, 2021
Don’t Slack on Story
By Eric Harrison When email gained popularity in 1993, it heralded the arrival of faster, more effective business communication. But as email became ubiquitous, it quickly gave way to torrents […]
Apr 23, 2021
Moving Forwards Looking Backwards
By Andrea Bullard When Tobias Lütke quit his job to start an online snowboarding retailer, he was looking for a reprieve from the rigors of backend programming. The plan was to leverage his technical […]
Apr 9, 2021
Atomic Disruption
When Community and Quality Find Its Footing By Rachel Fox When Sidra Qasim finished high school, she was faced with a situation in which nearly all young Pakistani women find […]
Jan 26, 2021
That old magic ain’t what it used to be
By Jeromey Lloyd CD Projekt was on the way to the most successful product launch in its history: the December 2020 release of the video game Cyberpunk 2077. With a […]
Nov 30, 2020
Trust Us: We’re Evil
In Order to Be Trusted, People Must Know What You Stand For By Ed Lynes “Don’t be evil:” It’s a pretty simple code of conduct most people could easily agree […]
Oct 5, 2020
Taking Business to Heart
By Meghan Termat “An Update from our CEO Regarding COVID-19…” It’s a ubiquitous subject line that has made people shudder throughout 2020, as messages bearing this header arrive in their […]
Jul 10, 2020
The Game of Continued Connections
Aligning Innovative Product Extensions With Story By Dante Pannell Who could have predicted that a cheese-flavored lip balm wouldn’t completely take over the world? The origin story of Cheetos is […]