Archive by Author


Don’t Be Trapped by Form

When I first came to Los Angeles, one of my screenwriting instructors told me something that I still find invaluable today. He said, “When you have a story, outline it, abstract it, even write it without considering whether it will be a novel, a screenplay or a television show. If you start with the form, […]


Fixing the Fastest Car

You’ve no doubt heard the classic saying, “If it ain’t broke, don’t fix it.” It means, of course, that if something is working adequately, you should refrain from changing it. Leave good enough alone. This advice may be good or bad, depending on the situation. For example, leaving good enough alone is bad advice for […]


Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything!

I loved this article in Customer Think about how businesses can fall into the trap of over-engineering the customer experience. The author tells the story of how technology, in a couple of instances, actually made the customer experience MORE difficult and problematic rather than easier and/or better. This is not only a lesson we can […]


Not My System

I was on a 12-day road trip to Toronto, London, New York, and Seattle last year. On the first day, my luggage got lost. I talked with half a dozen people at the airline. As we walked through various logical scenarios (at least to me) of how they might get my bag back to me, all […]


Content Is Too Important to Leave to a Content Department

There’s a saying, usually attributed to Hewlett Packard co-founder David Packard, that marketing is too important to leave to the marketing department. This sentiment has caused many marketing practitioners to lament that people throughout the business now have two jobs – their own and marketing. Sometimes it seems that everyone in the company has an […]


It’s Time to Combobulate The Experience

Combobulate. I love that word. Let me explain. Earlier this year, the BBC did something revolutionary for a 93-year-old media company. It dropped its channel-based television and radio divisions and reorganized itself around “content and audience-led divisions.” Basically, it will have two main divisions – BBC Entertain and BBC Inform – which themselves will be […]

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Ranking Your Experience

We do love to rank things don’t we? We love to keep score. The Temkin Group just came out with the 25 best (and of course worst) brands in regard to their customer experience. Apparently, grocery stores are killing it – with Publix and H-E-B (a fond remembrance from my childhood in Texas) are the […]