Clear communication and customer experience: The wisdom of Ingrid Lindberg

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Ingrid Lindberg, the world’s first customer experience officer, is a groundbreaking figure in the discipline of customer experience (CX). She comes to the analysis of corporate writing from a CX perspective. I love her principles, which I’ll give a sample of here. I first came upon Lindberg in researching my most recent book. This passage … Continued

A generic pitch won’t win a big contract. Here are 5 tips that will.

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I’m affiliated with a ghostwriting agency. The way they work is simple: they send an opportunity to their mailing list every week or two, and anyone on that list can respond. I’ve snagged the opportunity every single time I’ve pitched them, but I recently communicated with a woman who’d failed every single time. Reviewing her … Continued

Lord save us from official morons with Twitter

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Donald Trump’s lawyer, Rudy Giuliani, doesn’t get how Twitter works. He thinks the technology is biased against him. Look: if you don’t know how to use a tool properly, own up to it and get help. Don’t flail around blaming technology for your own ignorance. Giuliani tweeted this: Mueller filed an indictment just as the … Continued

How to write a book chapter

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I write business books. Every chapter is a 5,000-word package full of stories, detail, statistics, insights, and recommendations. You don’t just sit down and write one of those at random. Here’s what it takes to create one. In the last 10 years I’ve written, cowritten, or ghostwritten six books. Five of them were case-study powered business … Continued

Is a family-friendly Tumblr possible?

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Starting on December 17, the social media site Tumblr will implement new rules to block adult content. But defining obscenity hasn’t gotten any easier . . . and this was one of the most nudity- and pornography-tolerant social networks out there. This odd choice will spectacularly destroy Tumblr, and reveal once again how platforms always … Continued