29 Aug
CAC up, ROAS down, WTF!
As a DTC leader, you brand uses a dozen or more applications and deal with countless transactions, entries, and issues every day. And all that work generates the currency of the information age: data. It seems that everyone is talking
18 Aug
Retail Industrial Complex
The Retail Industrial Complex: How Did We Get Here and Where Are We Going? Sam Walton opened the first Walmart in Bentonville, Arkansas in 1962. He had a vision of offering high-quality goods at low prices to the people in
29 Mar
Why don’t brand curious customers convert and stay with your brand?
Over the years I’ve purchased from a lot of direct to consumer (DTC) brands. Always rooting for the underdog, they appealed to me on multiple levels. As a contrarian, the fact that these brands weren’t the default choice, made them
12 Mar
Is Deflection a Curse Word in CX?
Having spent a lot of time over the years in Customer Experience/Support worlds, you get used to a certain vibe about customers.. Some of it comes with the territory given that most interactions are about problems, it’s an easy trap
23 May
Decisions Fuel – What Is It?
The success of any business comes from the decisions it makes and ability to execute them. The choices of what to do, and the team’s ability to do it. While true, at 50,000 feet of altitude, it’s a long way
