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...

The New York Times recently ran an article on how ticket and subscription sales have not returned to pre-pandemic levels. In it, many...

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

Inflation isn't just all over the news. You're likely feeling it in multiple purchase areas. If you're a cultural organization that sells...

Goldfish. How can I say this nicely... ...I mean, they aren't dolphins as far as their intellectual ability...OK, goldfish just eat and...

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...

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...

I had a layover in the Phoenix airport recently, and noticed that the pricing on food there is inexpensive for an airport. I looked it...

One of my side projects is the slow restoration of our 1943 farmhouse. I recently decided to convert an indoor water heater room into 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...

“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...

“Capacity vs. Prioritization: what are you and your organizational struggling with most? I really want to, but I just don’t have the...

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...

If you can avoid the mental shutdown that can come from Christmas music blasting from every speaker, this is a great time of year to...

I was on a coaching call with a client last week, and he asked me if I had time to talk about writing. “Of course, I said. What’s on your...

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

If you’re a marketer, you’ve stared at your internal databases and said “if we could only get these people to share our message with...