Buzz around “consumer-centricity” and “customer obsession” is alive and well. The implication of this ethos is that…
I was talking to Mark Earls, author of Copy, Copy, Copy, at the Insights Innovation Exchange (IIeX) in Atlanta when he said something that has sent me on somewhat of a crusade. We were talking about my favorite topic, empathy, and I was expressing my confusion of why there’s such a large disconnect between some businesses and consumers. Central to my confusion…