Archives / August, 2013

Unknown Unknowns

Unknown Unknowns There are known knowns. These are things we know that we know. There are known unknowns. That is to say, there are things that we know we don’t know. But there are also unknown unknowns. There are things we don’t know we don’t know.”   –Donald Rumsfeld Say what you will about Rumsfeld or the Iraq war, but this is actually a great and extensible quote.  And more to the point, I’d say that one of the main informal jobs of a CEO, sort of like Connecting the Dots in that it’s not one of the three main roles of a CEO) is to understand and navigate known unknowns and unknown unknowns for your organization (hopefully you already understand…

OnlyOnce – The Car

OnlyOnce – The Car Not really contemplating a brand extension to my blog — the book is enough, but my friend Bill Wise just saw this car today in Larchmont, NY!

Book Short: Is CX the new UX?

Book Short:  Is CX the new UX? Outside In: The Power of Putting Customers at the Center of Your Business, by Harley Manning and Kerry Bodine from Forrester Research, was a good read that kept crossing back and forth between good on the subject at hand, and good business advice in general.  The Customer Experience (CX) movement is gaining more and more steam these days, especially in B2B companies like Return Path.  The authors define Customer Experience as “how your customers perceive their interactions with your company,” and who doesn’t care about that? A few years ago, people started talking a lot more about User Experience (UX) as a new crossover discipline between design and engineering, and our experience at…