The ice cream principle
Recently, I have been updating the tools I often use in workshops (either remote or live) and brainstorms…
Banned insights
Coming up with the right insights is not easy. It is the end of a rigorous process of…
No web relations? You’re screwed. Web relations is the new normal.
You don’t know what you got till it’s gone. And that starts to be painfully true for web…
Managing rising customer expectations
Every time KLM Royal Dutch Airlines helps a customer via Facebook or twitter on a saturday, sunday or…
The theory of managing expectations and conversations
Doing too much good can actually be bad. Trying too hard to get a lady will only make…