There’s now a good people research company.

Since childhood, I’ve been fascinated by the story we tell ourselves about the world.  I’ve come in recent years to call this inner story a “Guiding Narrative®.”  Most of the work I do as a researcher and advisor to organizations revolves around this idea — that at all times an inner, largely subconscious, Guiding Narrative […]

There’s now a good people research company. Read More »

Since childhood, I’ve been fascinated by the story we tell ourselves about the world.  I’ve come in recent years to call this inner story a “Guiding Narrative®.”  Most of the work I do as a researcher and advisor to organizations revolves around this idea — that at all times an inner, largely subconscious, Guiding Narrative

There are 5 gestures of trust.

We spent two years (from 2015-2017) with the Better Business Bureau exploring what today’s consumers feel is a “better business.” First, we sat down with, listened to, and observed a diverse group of 18 consumers in their homes or workplaces in four U.S. cities — Charlottesville (VA), NYC, Atlanta, and Seattle — and had them

There are 5 gestures of trust. Read More »

We spent two years (from 2015-2017) with the Better Business Bureau exploring what today’s consumers feel is a “better business.” First, we sat down with, listened to, and observed a diverse group of 18 consumers in their homes or workplaces in four U.S. cities — Charlottesville (VA), NYC, Atlanta, and Seattle — and had them

Personas should be based on narratives.

Most marketers and product designers value “personas,” typically recognized as profiles or compilations of characteristics that distinguish and define customer types or “archetypes.” Have a prototypical customer that you can envision, and you have a better feel for how to design a product or service that will have value for the idiosyncratic customer and learn

Personas should be based on narratives. Read More »

Most marketers and product designers value “personas,” typically recognized as profiles or compilations of characteristics that distinguish and define customer types or “archetypes.” Have a prototypical customer that you can envision, and you have a better feel for how to design a product or service that will have value for the idiosyncratic customer and learn

Brands are cultural symbols.

When you think of your company, it means something specific to you.  That interpretation in your mind is your “brand” as you know it. It’s a symbol that you use to understand and hopefully project the role your company plays in the world.  Everyone else who thinks about your company does the same thing. They

Brands are cultural symbols. Read More »

When you think of your company, it means something specific to you.  That interpretation in your mind is your “brand” as you know it. It’s a symbol that you use to understand and hopefully project the role your company plays in the world.  Everyone else who thinks about your company does the same thing. They

You can read the room for the social code.

Every group has a social code. Sometimes it’s called the “unwritten rules of conduct” and sometimes it’s called plain “culture.”  But every group has one, and learning it means that you have a chance to gain credibility with the group and open up communication. Don’t learn it, or guess wrong, and you’ve a good chance

You can read the room for the social code. Read More »

Every group has a social code. Sometimes it’s called the “unwritten rules of conduct” and sometimes it’s called plain “culture.”  But every group has one, and learning it means that you have a chance to gain credibility with the group and open up communication. Don’t learn it, or guess wrong, and you’ve a good chance

Your “mental frames” may make you scamable.

Ever gotten an email offer, a phone call, or seen an ad that didn’t feel right to you, or seemed obviously to be a fraud? Have you ever lost money to a fraud? The reason you may have lost money, or kept yourself from losing money, may be traced to the type of story you

Your “mental frames” may make you scamable. Read More »

Ever gotten an email offer, a phone call, or seen an ad that didn’t feel right to you, or seemed obviously to be a fraud? Have you ever lost money to a fraud? The reason you may have lost money, or kept yourself from losing money, may be traced to the type of story you

AI’s Wonderfully Human Lesson

No doubt by now you’ve heard something about artificial intelligence (AI) and its most exciting, if not controversial manifestation, “generative” AI. The kind of AI that can produce new types of “knowledge” and insight as it learns from existing material. I’m not going to venture into the thicket of arguments engulfing AI here. What I’d

AI’s Wonderfully Human Lesson Read More »

No doubt by now you’ve heard something about artificial intelligence (AI) and its most exciting, if not controversial manifestation, “generative” AI. The kind of AI that can produce new types of “knowledge” and insight as it learns from existing material. I’m not going to venture into the thicket of arguments engulfing AI here. What I’d

Knowing nothing is a high art.

Seems that in the “information” age we all should be rushing to accumulate knowledge. Right? After 30 years of looking at the world on behalf of all types of organizations, we’re convinced it’s just the opposite. The more we know, it seems, the less we tend to learn. The less we learn, the further behind

Knowing nothing is a high art. Read More »

Seems that in the “information” age we all should be rushing to accumulate knowledge. Right? After 30 years of looking at the world on behalf of all types of organizations, we’re convinced it’s just the opposite. The more we know, it seems, the less we tend to learn. The less we learn, the further behind

The “great resignation” is a great opportunity.

The lesson we take from the “great resignation” is that humans want to feel valued. Being valued is central to survival as it represents a secure place in the tribe. Find out what makes your employees feel valued, and you’ll live at the receiving end of the current upheaval. Read this interesting article from Mckinsey.

The “great resignation” is a great opportunity. Read More »

The lesson we take from the “great resignation” is that humans want to feel valued. Being valued is central to survival as it represents a secure place in the tribe. Find out what makes your employees feel valued, and you’ll live at the receiving end of the current upheaval. Read this interesting article from Mckinsey.

Personalization should be personal.

Marketers, UX designers, and product owners have accepted “personalization” as the pinnacle of customer engagement.  Customize the customer experience based on the individual’s preferences and habits, and the customer is pleased and appreciative, and can focus on reviewing purchases and options most relevant to them. But is the goal of the customer experience simply to

Personalization should be personal. Read More »

Marketers, UX designers, and product owners have accepted “personalization” as the pinnacle of customer engagement.  Customize the customer experience based on the individual’s preferences and habits, and the customer is pleased and appreciative, and can focus on reviewing purchases and options most relevant to them. But is the goal of the customer experience simply to