Strategy & delivery / Selected essay
Why recommendations fail
(and what to do instead).
A good recommendation is a proposed change. What gives it somewhere to land?
Read the essayInsights / Jay Mandel
Question the promise.
Look at the evidence.
Writing on the gap between what organizations say and what people experience—and the decisions that can close it.
Explore the articles
A place to start
Thinking you can put to work.
Why recommendations fail
MarTech / Growth & Innovation
The cost of silence in marketing is too high
Read on MarTechMarketing Accountability Council / Data & AI
How Bad Math and Synthetic Empathy are Ruining Customer Service
Read on Marketing Accountability CouncilThe article library
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Publication
3 articles in Customer Experience
MAC · August 22, 2026
Optimum Customer Service Cut Off My Phone, Left Me Stranded Without Service, Then Told Me to Use My Phone to Fix It
A service failure shows why recovery systems must account for the customer’s real situation—and how clearer ownership can turn a frustrating moment into restored trust.
MAC · August 5, 2026
The Business Model That Produces Sh*tty Products and Huge Profits
Ever wonder why companies seem comfortable charging more while giving you less? It's the shift in how businesses compete and why predictable customers have become more valuable than satisfied ones.
MAC · July 13, 2026
How New York City's New Subscription Rules Will Reshape National Marketing
New York City doesn’t just pass local laws; it establishes the default standards for the entire nation.
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The book / Kogan Page · 2023
Brand Strategy
in Three Steps.
Identity. Intention. Implementation. A framework for connecting your values, your offer, and the way you deliver.
Explore the book and sample chapterKeep exploring
From reading to doing
Bring your question
into the room.
Tell me what you are working through. We can decide together what needs to happen next.