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...

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

Are you keeping the magic alive for first-time people joining you on your adventure?

“Segment your customers!” has been the battle cry from every marketing expert for years. The idea is: people should get messages that are...

Sure, it’s possible to communicate straight information without emotion. But everything is better when you can get the person to feel.

A fundraising ask without technique is just a great conversation that never even gets to the ask. Let's fix that.

We all spend too much time in back-and-forth communications, and you can't make another minute.

We’re all focused on connecting people to our art. What if we focused on connecting people to each other, with our art as the catalyst?

A lesson that personalization wins the day, every time. I was intrigued when a friend sent me a note about a pop-up plant nursery that...

When I read news articles online, I, like all of you, try to avoid ads. But sometimes one will reach out and demand attention. This one...

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...

It’s a bad sign when “the rules” outweigh common sense. As I sat outside the TSA PreCheck access lane at LAX recently, I witnessed a...

Have you ever seen a charity auctioneer work a crowd to get the money flowing on an auction item? It requires a masterful balance of...

A client I was in a Zoom call with last week asked me, “What can we offer to stand out from competing organizations?” I told him that we...

What’s terrible customer service? Let me tell you a story. I was talking to a friend last week, and she asked my opinion on what she...

Let’s talk about empathetic customer service. As a parent, you sometimes need to keep secrets. My nearly 2-year-old son has a stuffed...

Last Thursday evening found me stepping into an independent bookstore in Monterey. Not the “old copy of Dickens” kind, more the “crystals...

While I love writing Monday Evening Insights each week, I post nearly daily on Twitter. You’ll find me sharing photos of customer...

“Are you ready for the best iced Americano you’ve ever had?” Whoa. “Absolutely,” I said. This exchange happened this morning, as the...

The leaves are falling, and so is the temperature. That can only mean… it’s nearly time for end-of-the-year fundraising. I can picture...