February 2024

CERTIFi by Mercy University Customer Experience Program advisory board

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 I am thrilled to join the CERTIFi by Mercy University Customer Experience Program advisory board. This program, which mirrors many of the themes from my book, Brand Strategy in Three Steps, is all about designing impactful brand experiences to drive loyalty, achieve higher revenue gains, and reduce costs. It’s all about helping your organization see …

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 2024’s marketing landscape

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In 2024’s marketing landscape, we are witnessing a transformation, adaptation, and innovation driven by conversations, conscience, customization, and trust. To succeed today, brands must: Speak Clearly: Optimize for voice search and understand how people naturally converse. Go Green: Embrace sustainability as a trend, profit driver, and loyalty builder. Personalize Deeply: Craft unique experiences for each …

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Passion vs. Mediocrity: Be a New Green Bo, Not a Big Wong 

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My friend and I recently visited New Green Bo restaurant in NYC’s Chinatown and loved it. However, the last visit was the weekend, and there was a big line. During our outing, I suggested visiting a restaurant from my childhood. Despite the lack of a line, I assumed it was still in business and good. …

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