In Case You Missed It — Here’s a round-up of my most popular content from this month, February 2015: HBR column: 7 Steps to Deliver Better Customer Experiences — Most companies are using an incomplete definition of customer experience, and have incomplete tools and approaches to design and manage it. brand […]
Here’s my newest “brand book bite” — check out the full collection of write-ups and author interviews here. the book: The Birth of a Brand: Launching Your Entrepreneurial Passion and Soul (Beyond Words Publishing), a business memoir about the world-renowned UGG brand of sheepskin boots from Australia the brain: Brian Smith, the founder of UGG, who writes […]