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[Writers note: In late 2014, we wrote this article. We had not invented our CRM technology, but we knew that there had to be something better than simple demographic data to segment customers. Forgive us if this seemed a bit dated, but keep an eye out for some 2018 commentary.]

Customer delight is a form of happiness.  It is a well-documented, but a hard to achieve KPI. Jeff Bezos understands how important it is and has 5 teams working on it at Amazon. It’s that important. Why?

McKinsey Quarterly published an article titled ‘Culture for a digital age’ that confronts the importance of risk-taking within business in today’s quickly progressing world. The advancement of technology is driving cultural change forward so rapidly that if quick, calculated risks are not taken to match the rate of this change and the increasing demands of customers then the businesses that fail to do so will quickly fall behind.

The Story.

I am fascinated by subscription boxes, although a little overwhelmed, too. My friends are constantly talking about their monthly makeup boxes, their newest shipment of “ugly” food, a miracle face scrub, etc. in my curiosity, I found a website that aggregates many of these subscription boxes and includes reviews.

Do you know where your marketing dollars go? The answer is probably yes, but do you know WHY your money is spent where it is? Every company wants to be more effective in allocating their marketing budget, but people seem to believe that it’s impossible to figure this out.

There is a lot of talk about Nudge theory these days. Nudging someone is smart, works and the concept should be utilized by all organizations to better serve customers and itself.

In 2013, Christopher Skinner at a Google ThinkFinance event in Mountainview. Five years is a long time when you’re thinking about digital, yet the concepts here still ring true. Let’s revisit each lesson from the presentation and apply it to 2018 digital thinking.

Just over a week into the new year, we saw GoPro fall. There are multiple reasons for its demise, and probably countless articles talking about how the company could have avoided where it is today.