An executive recently asked me, what’s the biggest mistake leaders make when rolling out a customer experience strategy? My answer was simple. Most leaders think about the customer first.

I’ve worked in SEO for a long time, and it still shocks me when I ask new clients to see their old agency’s SEO strategy. 99% of the time, nothing is documented. In this article, I’ll teach you ...

Recently, I was part of a larger discussion, and it struck me that when most people hear the word "design," they still think only about how things look. I used a simple analogy of a beautifully ...