Military Precision: The Secret Weapon for Next-Level Customer Experience

In an era where choice floods every corner of the consumer market, merely keeping pace isn’t enough. Companies must look beyond traditional metrics and find innovative methods to understand and enhance customer experience (CX). Enter a surprising yet invaluable ally: military intelligence. While your customers aren’t your enemy, their bad experiences are. Military intelligence operations […]

Can using personas lower your acquisition costs?

Introduction: In the fast-paced world of e-commerce, mid-sized brands often find themselves competing against industry giants with substantial resources. To thrive and grow in this highly competitive landscape, these brands must adopt innovative strategies that maximize their efficiency and minimize costs. One such approach gaining popularity is the use of personas to lower customer acquisition […]

Top 5 Reasons Why Stories Are The Best Way To Communicate

If you’ve ever been in a meeting thinking “this meeting could have been an email” it’s not hard to understand why.   Humans are narrative creatures, deriving our meaning from cause and effect, and the progression of events to a satisfying conclusion, in short, we want to be told a story.  Businesses have frequently failed […]

Breakthrough Discovery: E-Commerce Customers Are Human Beings

Shocking Discovery Revealed: E-Commerce Customers are Actually Human Beings! In a stunning turn of events, a recent study has revealed that e-commerce customers are not robots or AI, but real human beings. The study, conducted by a team of researchers at and a leading university, has sent shockwaves through the e-commerce industry. For years, […]

Fans, missed shots and the missing e-commerce metric!

Are you missing the easy points you need for the win? The NCAA March Madness college basketball tournament highlights the significance of loyal fans and seizing opportunities. Victory is usually only by a razor thin margins. As fans of the UConn Huskies, Storyhub headquarters in Connecticut is thrilled that our men’s team is going into […]

CAC up, ROAS down, WTF!

As a DTC leader, you brand uses a dozen or more applications and deal with countless transactions, entries, and issues every day. And all that work generates the currency of the information age: data. It seems that everyone is talking about data. Big data, machine learning, analytics, and the possibilities of AI. While you get […]

Retail Industrial Complex

The Retail Industrial Complex: How Did We Get Here and Where Are We Going? Sam Walton opened the first Walmart in Bentonville, Arkansas in 1962. He had a vision of offering high-quality goods at low prices to the people in his community.  Jeff Bezos started Amazon in 1994 as an online marketplace for books. He, […]

Why don’t brand curious customers convert and stay with your brand?

Over the years I’ve purchased from a lot of direct to consumer (DTC) brands.  Always rooting for the underdog, they appealed to me on multiple levels.  As a contrarian, the fact that these brands weren’t the default choice, made them interesting. Intriguing. They weren’t the big mainstream, me too brands. They were quirky. They were […]

Is Deflection a Curse Word in CX?

Having spent a lot of time over the years in Customer Experience/Support worlds, you get used to a certain vibe about customers..  Some of it comes with the territory given that most interactions are about problems, it’s an easy trap to fall into. Among teams and leadership, there’s a common phrase that shouldn’t be acceptable, […]

Decisions Fuel – What Is It?

The success of any business comes from the decisions it makes and ability to execute them. The choices of what to do, and the team’s ability to do it. While true, at 50,000 feet of altitude, it’s a long way to the ground level where the rubber meets the road. It’s easy to say, but […]