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post thumbnail for Is “Sludge” a Real Customer Service Tactic to Avoid Irate Customers?

07 2025 July

Is “Sludge” a Real Customer Service Tactic to Avoid Irate Customers?

There is a term in Cass R. Sunstein and Richard H. Thaler’s book Nudge, first published in 2008, that introduces the idea of sludge–“tortuous administrative demands,...

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post thumbnail for The Age of the AI Chatbot Salesperson Might Have an Unintended Side Effect

05 2025 February

The Age of the AI Chatbot Salesperson Might Have an Unintended Side Effect

Training an employee to do upselling (and be good at it) is notoriously difficult. When it’s done right, it can drive significant revenue for many...

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post thumbnail for Jamie Foxx and His Family Offer a Masterclass on How to Maintain Privacy

31 2024 December

Jamie Foxx and His Family Offer a Masterclass on How to Maintain Privacy

About eighteen months ago, actor and musician Jamie Foxx got sick. Like really sick. He was rushed to the hospital with “life threatening” injuries and...

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post thumbnail for How “Blamevertising” Explains The Modern American Healthcare Crisis

12 2023 October

How “Blamevertising” Explains The Modern American Healthcare Crisis

The industry trade group that represents the Pharma industry (PhRMA) is running a series of attack ads on “middlemen” – blaming Pharmacy Benefit Managers (PBMs)...

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post thumbnail for When Influencer Marketing Goes Predictably Wrong

26 2023 July

When Influencer Marketing Goes Predictably Wrong

When a fast fashion retailer often criticized for negative environmental and labor track record wants to recast its brand image, it is not a good...

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post thumbnail for California DMV Approves Usage of Pointless Digital License Plates

10 2022 October

California DMV Approves Usage of Pointless Digital License Plates

The problem is, this license plate doesn’t do any of the things that drivers would actually want from a digital plate. Like changing my plate number to ...

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post thumbnail for 5 Non-Obvious Megatrends Changing Our World In 2020

26 2019 December

5 Non-Obvious Megatrends Changing Our World In 2020

For the past ten years I have gone through an annual ritual of publishing a book about trends that describe our shifting culture and business...

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post thumbnail for How The Non-Obvious Trend Of “RetroTrust” Started Taking Off

22 2019 March

How The Non-Obvious Trend Of “RetroTrust” Started Taking Off

One of the most popular trends from this year’s edition of Non-Obvious was a trend I called RetroTrust – the idea that we trust in...

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post thumbnail for Why Netflix Uses Taste Communities Instead of Demographics

12 2018 August

Why Netflix Uses Taste Communities Instead of Demographics

Last week Netflix announced that they would be stopping their long standing policy of asking customers to vote on early pilots for programs to see...

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post thumbnail for Victorinox and How To Use Powerfully Ordinary Videos For Marketing

10 2018 August

Victorinox and How To Use Powerfully Ordinary Videos For Marketing

One piece of advice I am fond of sharing from the stage is about the importance of showing your work – something we are told...

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post thumbnail for Why The NFL’s Newest Stadium Will Have $2 Hot Dogs and $5 Beer

29 2017 August

Why The NFL’s Newest Stadium Will Have $2 Hot Dogs and $5 Beer

In a league often defined by greed, with unscrupulous owners who are sometimes hated by their entire fan populations (like Daniel Snyder of the Redskins), it may...

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post thumbnail for Food Transparency and When Storytelling Can Backfire

01 2017 August

Food Transparency and When Storytelling Can Backfire

Storytelling can shape consumer perception, but it may also have an underappreciated downside. When journalist Amy Wu was invited by Iowa Select Farms to tour...

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post thumbnail for 15 Non-Obvious Business Trends Shaping 2017 (Retail, Consumer, Tech, Marketing, and Media)

09 2016 December

15 Non-Obvious Business Trends Shaping 2017 (Retail, Consumer, Tech, Marketing, and Media)

Are you a member of the media? Visit our media kit to download a trend summary and more information about requesting an interview with Rohit...

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