Blog

Pragmatic Institute Podcast Interview

April 24, 2024

I recently had the opportunity to join the Pragmatic Live podcast for a really fun discussion about Community Driven Product Development. You can find out

2023 Reflections from a year of CX 5essions events

January 3, 2024

As the leader of the CX 5essions events I had a unique vantage point in 2023 as I brought together 50+ leaders in community, CX,

Podcast: Building Community/Business Alignment

December 11, 2023

I had a great time with Jeff from the Gain Grow Retain podcast recently. Talking about one of my favorite topics: how community folks can

Webinar discussion: Building ROI for customer communities

December 8, 2023

I had the distinct pleasure of joining the Gain Grow Retain team for a fun conversation about community and ROI. As you won’t be surprised

When to get fans and customers involved in product development?

November 22, 2023

“When’s the best time to get our customers/fans involved in the product development lifecycle?” This is a question I’m asked frequently. The answer to this

Taking back CX

November 22, 2023

Here’s a controversial idea that may get me unfollowed by all my Community Nerd friends… What if the community space stopped chasing the Chief Community

Extortion: American Airlines’ new business model.

Extortion: To obtain property or money by the use of threats or intimidation. Try as I might to quit flying American Airlines, living in Dallas

November 5, 2008

Do you know who your real brand manager is?

At iMedia Brand Summit yesterday, I was floored by a comment from Jerry Courtney, Group Manager at Target. He said that they don’t think of

September 17, 2008

Jake’s 9/11 Story

If you’ve been reading my blog for a while, you’re probably growing tired of this post once a year. But you may also remember that

September 11, 2008

Focusing on the wrong things.

Seriously? It never ceases to amaze me how much time is wasted on pointless, silly issues in offices. Imagine if the same time used to

September 11, 2008

Community Organizing is Social Media

(I’ll warn you in advance, this is a politics-influenced rant, but it does relate to community issues!) During last night’s keynote speech by Rudy Giuliani

September 4, 2008

Pandora is at serious risk of shutting down

Just when you think that the music industry can’t sink any lower… Founder Tim Westergren has stated that the service is approaching a “pull-the-plug kind

August 19, 2008

I think I hate George Lucas

George Lucas is a genius. Let’s get that out of the way right up front. But his genius isn’t about movie making, it’s one of

August 18, 2008

iPhone Apps are not dead.

To read TechCrunch and GigaOm, you’d think that the iTunes App Store is crashing and burning. Both articles have used the overwhelming sales numbers as

August 13, 2008

Do you trust your agency?

Several weeks back I wrote (ok, ranted) about the current state of agencies and why I think things are off track. One of my issues

June 3, 2008

Blog comments are broken, and how to fix them

You may have noticed that I’ve changed the comments functionality on this site to use Disqus rather than the default WordPress comments functionality. Why, you

May 19, 2008

Education is Fluid, or should be

Many have talked about this video already, but I like to set “post-trends” (you know, jumping on after all the cool kids already have!) Not

April 22, 2008

Rant: Online Etiquette Tips

OK folks, it’s that time again. Mr. Online Manners (you know, Jake) has a few helpful tips for engaging in the online interaction space. Check

June 5, 2007

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AIX Sessions

AIX Sessions is a comfortable, casual virtual gathering hosted once a month at no charge for senior-level product, customer engagement , and product professionals. It’s a small group of 5 smart folks focused on discussing anything and everything related to AI Experience Design (AIX).