Leadership

HOT TIPS

"A Loving Letter to Former Audiences"

To Our Dear Former Audiences, First, as the arts sector, we want to thank you for all the years you spent with us. We hope you found...

"Remove the friction, but not the humanity"

Friction. It's a pain for customers. Being forced to login to a website and not remembering your password, needing to find the loyalty...

Making Money On the Dip

If you are someone who has been able to invest in stocks over the past few years, I'm sure you're feeling the correction. Even if you're...

Why aren’t people buying? Don’t succumb to “Me-Theory.

I remember working with an arts client a couple of years ago to set prices on classes they were offering. My client and I were sitting...

When Your Systems Are Down, Is Your Service Up?

I’m recently back from a trip to Eugene, Oregon, after some on-site work with the Hult Center for the Performing Arts. The Eugene airport...

Do Not Pass Go. Do Not Collect $200.

“Do Not Pass Go. Do Not Collect $200.” I’ve been thinking a lot this week about the detours we take for ourselves, instead of driving...

“Won’t You Take Me To Scootertown?” : Establishing A New Category

San Jose, California, like many other cities, is seeing an explosion of electric scooters. The model is neat: pick up any scooter you...

Being Accountable For Rules That Impact Others

Recently, several highly placed members of the U.S. government have been either protested while out on the town, refused service at...