How A Poor Culture Can Kill Innovation


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    Blake Morgan - Customer Experience Futurist - Keynote Speaker - Speaking Reel

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    Blake Morgan is a Customer Experience Futurist. Her first book is “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. She’s been ranked as ICMI’s Top 50 Thought Leaders To Follow on Twitter In 2016, Clarabridge’s #1 Social Customer Service expert to follow and Customer Gauge’s top 20 customer experience experts in follow in 2017. She has worked with Intel, Verizon Wireless, and many more. She lives in the Bay Area with her husband, daughter and their two Yorkie rescues.

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    Customer Experience Starts With Bold Leadership

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    Although everyone in a company plays a role in the customer experience, the most important person is the person at the top of the organization who sets the stage for everyone else: the CEO.

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    Avoid Being Disrupted By Watching Customer Trends

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    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is a customer experience futurist and the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Blake Morgan - More Is More Book Trailer

    2:27

    The phrase less is more may be true about many things, but it's not true when it comes to customer experience. Companies that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before.

    More Is More comes out May 9th and can be purchased here:

    WHO IS BLAKE?
    Blake Morgan is a customer experience futurist and the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    blakemichellemorgan.com

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    Blake Morgan - Keynote Speaker - Customer Experience - Speaking Reel

    11:43

    Blake Morgan is a Customer Experience Futurist. Her first book is “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake is adjunct faculty at the Rutgers executive education MBA program. Blake contributes to Forbes, the Harvard Business Review and the American Marketing Association. She is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube. Email her at Blake@flight-digital.com or call 347 907 0968

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    Hold Your Horses, Why We Need To Fix Our Current Tech Before Moving Forward

    3:50

    Want to see customer experience in action? Just go on vacation. There’s no better time to see customer experience firsthand from a number of companies when you’re in a situation that isn’t as comfortable as being at home. However, it can also highlight outdated technology and bad practices.

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    The Difference Between Customer Service and Customer Experience

    2:27

    Today we address the difference between customer service and customer experience. Customer service is the bare bones transactional happening between the business and the customer. The business offers customer service because they have to, not necessarily because it’s something they want to invest in. It’s forced. It’s a department and often a bare bones offering. Customer experience is “we’re here because we want to be here.” Customer experience considers everything the customer goes through—to be frank it’s everything the customer touches, tastes, smells, hears, sees throughout the experience with the brand. What are they going to feel, think, It’s being almost obsessive about the experience the customer has with the brand—the attitude of “I want to be here,” rather than “I have to be here.” It’s what makes frontline agents really good and impactful. Have you ever gone into a store and the person working at the store wasn’t attentive. They were on their phone and gave off the impression that they couldn’t care less. It’s likely you didn’t spend much at that store. No one wants to spend time in customer service, but an experience on the other hand is something customers seek.

    Customer service is transactional. The attitude of customer service is often “I have to be here.” A well thought out customer experience is thoughtful. It’s the attitude of “I want to be here.”

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    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is a customer experience adviser that has worked with Intel, Verizon Wireless, Verizon, Newmark Knight Frank Retail, One Medical, Misfit Wearables (Shine), Pega Systems, Clarabridge, Zendesk, Sparkcentral, Sukhis Indian Food, Curry Up Now and more. She was recognized by ICMI as a top 50 thought leader for 2015.

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    Blake Morgan - Customer Experience Futurist And Keynote Speaker

    3:00

    Blake Morgan is a customer experience futurist and the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Music: MySpace, Kimengumi

    Creative commons: attribution 3.0 unported CC by 3.0
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    3 Ways Machine Learning Shapes Customer Experience

    3:52

    When it comes to customer experience, most machines just aren’t very smart. Every day, customers around the world are suggested products to buy or use that have little or no application to their lives and for which they aren’t a customer. It is frustrating to get recommendations for items you would never actually purchase.

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    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    5 Simple Products and Innovation to Organize Your Things Part 1

    9:30

    Here are simple yet very useful new products and innovative tools to organize your things.

    1. Modo
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    Learn how to make money on Youtube without creating any of your own videos!
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    Why Education Is The Best Marketing

    2:26

    There are a variety of options when it comes to marketing tactics, but one of the best investments isn’t in social media, billboards, or websites, but instead in education. Many companies take advantage of education to teach customers about their products and to keep customers coming back for more with great success.

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    What Would Happen If Marketing Was Eliminated At Your Company

    2:03

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is a customer experience futurist and the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Blake Morgan Defines - What Is Customer Experience?

    2:40

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is a customer experience futurist and the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Warranties Are Not Part Of The Modern Customer Experience

    3:49

    It used to be that warranties were needed in case a product broke soon after purchase and needed to be repaired—instead of paying the price to buy an entirely new product, the warranty would cover most or all of the cost and acted much like an insurance policy. However, if a product breaks today, customers have many more resources at their fingertips to get a company’s attention than just invoking a warranty. Many customers will complain about a faulty product on Twitter or other social media channels, which can quickly get the attention of the brand and get them to replace or repair the product—no warranty necessary. In today’s world, a customer’s social profile is her product insurance because brands don’t want to risk losing a customer and spreading bad publicity about their product on the internet.

    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    The Future Of Customer Experience Is Voice Activated

    2:18

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is a customer experience futurist and the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Why The Review System In The Sharing Economy Is Flawed

    3:18

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is a customer experience futurist and the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Why Focus On Customer Experience Now?

    2:57

    Customer experience is not a new phrase. It has been around for many years, but today we have big fish that visibly stand on the platform of customer experience. They’re making profits that are hard to ignore. For example from the beginning Amazon has focused on customer experience. Because Jeff Bezos is the predominant shareholder in Amazon stock, he is a CEO that isn’t beholden to quarterly profits. Clearly he’s done something right. The CEO must be the chief customer officer first. According to a recent report 58% of companies that are much more profitable than their competitors report that the CEO is in charge of customer experience management. If the CEO cares, than you can assume that enthusiasm and focus will be the focus of the entire company. But if the CEO only cares about quarterly profits, that will then be the focus of the entire company. And no great company ever became great by only focusing on selling. The product or service must be special or unique.

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Continuous Innovation

    1:52

    We at coMakeIT help our customers drive continuous innovation through software development. We are driven by our passion for innovation and a product mindset. Our core strength is expertise in terms of how to structure, execute, and deliver world class, innovative IP through high performance teams backed up by robust, repeatable, and agile processes.

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    What Is A Chatbot And Why Its Important For Customer Experience

    4:00

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    More Is More Book Teaser - Blake Morgan, Author

    1:17

    The phrase less is more may be true about many things, but it's not true when it comes to customer experience. Companies that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. The companies that embrace a more is more philosophy work harder and go further to ensure that their customers have a positive experience. Companies that understand the importance of a relationship―even one individual relationship―are willing to go to any length to ensure that they continue to nurture that relationship. They do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. More Is More provides practical advice for building or improving customer experience that you can apply immediately at your own organization. Because time is of the essence, your customers are not willing to wait for you to get the customer experience right. This book shows you the invisible toxins that are killing your customer experience and your market share and how you should address them. More Is More sets you up for success, outlining the key areas you need to address immediately so you can weather external changes, remain relevant and thrive in the ever-changing business landscape.

    WHO IS BLAKE?
    Blake Morgan is a customer experience futurist and the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Two Ways You Can Use Social Data

    2:00

    In our socially connected world, brands across all industries have easy access to a huge amount of data about both customers and competitors, but many companies fail to take advantage of these vital resources to improve their sales and better their customer experience. There are lots of ways you can leverage that data to gain a competitive advantage—here are two of the most important ways.

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    The CMO Needs To Think Like The CTO

    1:45

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker and Forbes contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Why Automation Is Good For Customer Experience

    1:58

    BLAKE'S TAKE
    Blake's Take features content on customer experience and includes regularly updated educational content. My goal is to help educate subscribers on how customer experience is changing. Themes such as innovation in customer experience, customer engagement, social customer service, marketing and content are all going to be covered here so make sure to subscribe!

    WHO IS BLAKE?
    Blake Morgan is a customer experience futurist and the author of “More Is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” She is an advisor, speaker, Forbes and Harvard Business Review contributor on customer experience. She was recognized by ICMI as a top 50 thought leader for 2016.

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    Why innovation?

    4:29

    Exxaro has kicked off a drive to create and enhance a culture of innovation in the organisation. We start by explaining why innovation is so important using this video.

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    Where Innovation Meets Experience

    5:25

    Sutherland Enterprise Services helps companies redefine their business processes to improve customer experience, increase revenues and reduce total cost of ownership.

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    There Are 3 Types Of Corporate Innovation. 2 Minutes to See Why

    4:09

    Startup expert Steve Blank discusses Corporate Innovation with Professor Sheena Iyengar, faculty director of the Columbia Business School Entrepreneurship program, at the Columbia Startup Lab Jan. 13, 2015.

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    Customer Focus

    4:25

    What do we mean by customer focus, and how can we deliver better experiences for our customers?

    This video was developed by 3rdView Consulting, in collaboration with National Disability Services, for the NDIS Sector Readiness and Workforce Capacity Initiative.

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    6 Ways We Kill Innovation

    6:06

    Vanderbilt Professor of Management and Innovation David Owens details 6 ways innovative ideas die.

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    The Explainer: Disruptive Innovation

    2:08

    Clay Christensen's landmark theory -- in under two minutes.

    For more videos, go to

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    Four Steps for Creating a Culture of Customer Service Excellence.mp4

    5:14

    Customer Service speaker and consultant Dennis Snow presents four steps for creating a culture of customer service excellence.

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    Business Models and the Internet of Things

    7:18

    Even though digitalisation has radically changed the way we do business, the physical and the digital world are still separated from each other. This is, however, about to change with the Internet of Things. The Internet of Things stands for the vision that the physical world of atoms and the digital world of bits merge together.

    Now, the question arises how the Internet of Things affects business model innovation – and how companies, entrepreneurs, and customers are supposed to respond. This is what is shown by the seventh film in the animation video series “Little Green Bags”.

    Read more in the whitepaper: Business Models for the Internet of Things

    © University of St.Gallen (HSG)
    Text by Prof. Dr. Elgar Fleisch und Dr. Markus Weinberger
    Production:
    Academic Director: Prof. Dr. Thomas Beschorner


    To watch the first Little Green Bags video on corporate social responsibility (CSR), please go to

    To watch the second Little Green Bags video on the ten myths of entrepreneurship, please go to

    To watch the third Little Green Bags video on the energy revolution, please go to

    To watch the fourth Little Green Bags video on business model innovation, please go to

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    To watch the sixth Little Green Bags video on real marketing, please go to

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    Sell Me This Pen - How to Nail This Classic Sales Interview Question

    6:32

    Take the free Seven Step Sales Challenge: bigbookofsales.com
    Do sales managers really ask this question during a sales interview? This is an example of sales role playing, and you should be prepared to do some role playing in any sales interview.

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    Customer Satisfaction: The Formula For Success

    5:39

    Presented by Andrew Brown
    small-business-guru.com

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    Science Of Persuasion

    11:51

    This animated video describes the six universal Principles of Persuasion that have been scientifically proven to make you most effective as reported in Dr. Cialdini’s groundbreaking book, Influence. This video is narrated by Dr. Robert Cialdini and Steve Martin, CMCT (co-author of YES & The Small Big).

    About Robert Cialdini:
    Dr. Robert Cialdini, Professor Emeritus of Psychology and Marketing, Arizona State University has spent his entire career researching the science of influence earning him a worldwide reputation as an expert in the fields of persuasion, compliance, and negotiation.

    Dr. Cialdini’s books, including Influence: Science & Practice and Influence: The Psychology of Persuasion, are the result of decades of peer-reviewed published research on why people comply with requests. Influence has sold over 3 million copies, is a New York Times Bestseller and has been published in 30 languages.

    Because of the world-wide recognition of Dr. Cialdini’s cutting edge scientific research and his ethical business and policy applications, he is frequently regarded as the “Godfather of influence.”

    To inquire about Dr. Robert Cialdini’s speaking, Steve Martin, CMCT or any of our other Cialdini Method Certified Trainers (CMCTs) please contact INFLUENCE AT WORK at 480.967.6070 or info@influenceatwork.com.

    About INFLUENCE AT WORK:
    INFLUENCE AT WORK (IAW®) was founded by Robert Cialdini, Ph.D. as a professional resource to maximize influence results through ethical business applications. Offering participatory workshops and training, keynote presentations and intensive Cialdini Method Certified Trainer (CMCT) programs, IAW serves an international audience. For more information, visit our website at influenceatwork.com or call 480.967.6070.

    To order a poster of the final screen shot, visit


    For more information on The Small BIG, visit

    For our latest, animated videos from THE SMALL BIG, visit - narrated by Dr. Cialdini, - narrated by Mr. Steve Martin, - narrated by Dr. Noah Goldstein.

    This animated video was created and produced by TINOPOLIS

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    How Companies Can Make Better Decisions, Faster

    11:08

    Marcia Blenko, leader of Bain & Company's Global Organization Practice, explains how to put effective decision making at the center of your business.

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    Supermarket Psychology

    4:37

    Dr Paul Harrison, from Deakin University, talks to Peter Rowsthorne about some of the tricks used by marketers in the retail trade. For more info go to

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    Managing anti-innovation antibodies, with Jonathan Becher, Chief Digital Officer, SAP

    1:11

    Established companies value stable processes and predictable business models. Although optimizing operations for continuity brings many benefits, digital transformation requires experimenting and investing in innovation and change. Organizations may struggle with innovations that disrupt existing ways of doing business.

    Jonathan Becher, Chief Digital Officer of SAP, discusses this issue and offers practical solutions to the problem of corporate antibodies that interfere with innovation.

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    Stakeholders in Innovation - Kirsten Martin

    1:46

    Kirsten Martin is Assistant Professor at the Catholic University of America (CUA), and teaches business ethics, strategy, and leadership. In conjunction to her work at CUA, Dr. Martin is a Business Roundtable Institute for Corporate Ethics fellow conducting research and writing cases on innovation, privacy, and trust. Dr. Martin has published in the Journal of Business Ethics and Business and Professional Ethics Journal, has chapters in several ethics academic texts, co-authored a business ethics textbook, and recently received a grant from the National Science Foundation for her work on privacy. Her work has been reprinted overseas and has been featured in the Financial Times. Dr. Martin's research interests include business ethics, privacy, and stakeholder theory.

    She received her Ph.D. and MBA from the Darden Business School at the University of Virginia and her B.S. Engineering from the University of Michigan. Dr. Martin previously taught business ethics at the University of Virginia's College of Engineering. Previous to her post graduate work at Darden, Dr. Martin spent several years at Sprint where she developed business proposals for Internet products and services. Previous to her MBA, Dr. Martin was a systems consultant for Andersen Consulting (currently Accenture).

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    Using Common Marketing Approaches In Uncommon Places

    10:54

    What would happen if we took the same common approach that we use to solve business problems and applied it to an uncommon place in our every day lives? Sarah Joyce asks us what we would do as CEO of an organization that is important to her, and challenges us to apply the same framework as CEO of the things that are important to us, too.

    Joyce is a member of the Class of 2014 at Stanford Graduate School of Business, and is part of the LOWkeynotes initiative.

    About LOWkeynotes

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    Most amazing technology innovation video new 21st century 2015

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    How to Spot Disruptive Innovation Opportunities

    8:32

    An interview with Scott Anthony, President, Innosight. Disruptive innovation occurs when an innovator brings something to market that is simple, convenient, accessible, and affordable. Here are some tips to help you pinpoint disruptive opportunities within your organization.

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    How stores track your shopping behavior | Ray Burke | TEDxIndianapolis

    16:15

    This talk was given at a local TEDx event, produced independently of the TED Conferences. Why are companies so intent on using technology to track our behavior? Our actions reveal what we desire, how we shop, and why we buy. Retailers can now learn so much more about shopper behavior than ever before, and while these “big data” applications create concerns about privacy, the detailed data can be used to design stores, product offerings and promotions that connect with our interests, speed up the shopping process, and help us find items we will buy. These new tools are critical to improving store efficiency and shoppability; and offer a vision of the future of retailing.

    Raymond R. Burke (Bloomington, IN USA) is the E.W. Kelley Professor of Business Administration at Indiana University’s Kelley School of Business, and founding director of the School’s Customer Interface Laboratory, a state-of-the-art facility for investigating how customers interact with new retail environments and technologies. His research focuses on understanding the influence of point-of-purchase factors–including new products, product packaging, pricing, promotions, assortments, and displays–on consumer shopping behavior.

    Dr. Burke has served on the faculties of the Harvard Business School and the University of Pennsylvania’s Wharton School. His articles have appeared in several major journals, including the Harvard Business Review, the Journal of Consumer Research, the Journal of Marketing, and Marketing Science.

    About TEDx, x = independently organized event In the spirit of ideas worth spreading, TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TEDx event, TEDTalks video and live speakers combine to spark deep discussion and connection in a small group. These local, self-organized events are branded TEDx, where x = independently organized TED event. The TED Conference provides general guidance for the TEDx program, but individual TEDx events are self-organized.* (*Subject to certain rules and regulations)

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    The Natives and the English - Crash Course US History #3

    11:27

    In which John Green teaches you about relations between the early English colonists and the native people the encountered in the New World. In short, these relations were poor. As soon as they arrived, the English were in conflict with the native people. At Jamestown, Captain John Smith briefly managed to get the colony on pretty solid footing with the local tribes, but it didn't last, and a long series of wars with the natives ensued. This pattern would continue in US history, with settlers pushing into native lands and pushing the inhabitants further west. In this episode, you'll learn about Wahunsunacawh (who the English called Powhatan), his daughter Pocahontas, King Philip's (aka Metacom) War, and the Mystic Massacre. By and large, the history of the Natives and the English was not a happy one, even Thanksgiving wasn't all it's cracked up to be. Support CrashCourse on Patreon:

    Hey teachers and students - Check out CommonLit's free collection of reading passages and curriculum resources to learn more about the events of this episode. The English tried and failed for a decade to establish a foothold in the New World in native territory, leading to the lost colony of Roanoke:
    When Jamestown was finally established in Virginia in 1607, the local Powhatan tribes sought friendly relations with the settlers, which quickly deteriorated:

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    Marketing Strategies - 4 Essentials On How To Market Your Company

    13:54

    Want more in-depth training? Visit and download The 6 Secrets To Excellent Customer Service today! For marketing strategy services visit davidbrownlee.com or call (858) 367-0289. In this YouTube video, learn the 4 essentials on How to market your company? in this complimentary series from business coach and consultant, David Brownlee. President of David Brownlee and Associates and founder of SmallBusinessTrainingProgram.com Call or email us today to find out we can help grow your business through coaching, consulting or our training programs (858) 367-0289 david@davidbrownlee.com






    Nov 12, 2012 -- The days of SEO being all about gaming the search engines to rank for terms are over. To truly win in the long term, we have to focus on how to market a business. 4 low-cost ways to market your business can be found here. Too many small-business owners think marketing is like a trip to the dentist — something you just have to do every few years. You might be missing a crucial business aspect: marketing -- or telling people why your brand is best. For Surety Companies and Agents · Bond Guarantee Application Forms marketing is importan. Nov 9, 2012 - Uploaded by
    Watch How To Market A Company and the entire SmallBusinessTrainingProgram.com video series from David Brownlee. Effective internet marketing strategies for search engines, mobile and email to your circle of family and friends. We look back at the social media giant's highs and lows as a public company. May 19, 2010 -- From a marketing standpoint, it's a great time to own or start a small business. When an endorsement comes from someone outside of your company, like a David Brownlee, life is good. Dec 6, 2011 -- 5 slick ways to market your small business. If you want to grow your company in 2013, think a little bit different. 1. Find new ways to do 'free' marketing. Aug 13, 2013 -- Who said marketing has to be expensive? Whether you have money to spend on marketing or not, there a lot of ways to go about it. Oct 12, 2012 -- By David Brownlee, David Brownlee and Associates. Bury your competition by knowing what marketing works. Within the arena of online marketing, I've had great success with Smallbusinesstrainingprogram.com. Oct 30, 2007 -- Joining an online social network such as Facebook can put you in touch with millions of like-minded professionals around the world. It also can also be very inexpensive. 2 days ago -- Learn about marketing careers, the stages of developing a marketing plan, how to begin marketing research, create a marketing strategy, and more. Dec 7, 2012 -- How to market a business is a question all business owners ask, and it has answers at smallbusinesstrainingprogram.com. Rarely does anyone pay for a product from a company it despises. Roofing companies that work on residences or commercial construction projects must rely on more than their workmanship to bring in a constant flow of new business. Jan 6, 2011 -- Creating videos can be a very effective and easy way to market your company. Here are 5 simple ones you can make to help get the word out. Like most construction trades, roofers rely on their reputations. But unlike the industry of the last generation, a solid reputation is not built by adhering to the old ways.. Content marketing is not tweets, posts or updates. Content is art mixed with science and strung together with words, images, video, and audio. We're a digital world. How to Start a Market Research Company. A market research company analyzes and gathers information about specific market segments. Businesses hire David Brownlee to help their businesses. How to Market a Real Estate Company. Knowing how to market a real estate company successfully can be the difference between the success and failure of a small business. Dec 23, 2011 -- Here's a quick and easy way to create a memorable brand for your company. Just don't take it too seriously. Marketing is one of the hottest industries of the 21st century. The Bureau of Labor Statistics projects that demand for marketing research analysts will increase 41 percent.

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    What is customer service ? The 7 Essentials To Excellent Customer Service

    12:28

    Want David's New, FREE in-depth training? Visit and download The 8 Secrets To Excellent Customer Service today! In this YouTube Video, learn What is customer service? The 7 Essentials To Excellent Customer Service in this complimentary video series from business coach and consultant, David Brownlee. CEO ofPure Customer Service and founder of PureCustomerService.com and The Pure Customer Service Training Program, 8 Secrets To Create Raving Fan Clients. Call or email us today to find out we can help grow your business through coaching, consulting or our training programs (800) 299-3449 service@purecustomerservice.com









    Customer service is more than waiting on customers. It includes trying to exceed customer expectations. More common retail and customer service interview questions and sample answers are a good place to start. Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an avenue for follow up. Customer service is the provision of service to customers before, during and after a purchase. According to David Brownlee and the purecustomerservice.com Customer service is a series of 7 essentials to excellent customer service. Mar 2, 2013 -- Customer service is the practice of providing customers with a positive, helpful experience. Good customer service must include 7 essentials and a great customer service training company like davidbrownlee.com. For the Institute of Customer Service Customer service is the sum total of what an organization does to meet customer expectations and produce customer satisfaction. Customer service is important because customer service does more than simply provide a means to drive sales. It is also said that when companies have a stong customer service program, customers keep coming back. Definition of customer service: All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a customer and their overall experience with your company. Can you answer these Sales and Customer Service questions? I am handling a training session on customer service for the public works department of a city near you. The enhancement of customer service is the driving force behind the redefinition project. It is important to David Brownlee and Associates that all staff know the 7 essentials to excellent customer service. Why Is Excellent Customer Service So Rare? Five Needs of Every Customer. External and Internal Customers. Customer Attributes. Cost of Losing a Customer can be huge. A customer service advisor, or CSA, (also customer service associate and customer service representative) is a generic job title in the service industry. It covers a broad spectrum of jobs. Customer care involves putting systems in place to maximize your customers' satisfaction with your business. Sales and profitability rely on ensuring your customer loyalty. Feb 6, 2013 -- David Brownlee also blogs here. Customer Service is about creating a relationship of trust and loyalty with customers that transcends the interaction of the company and their clients. Customer Care refers to systems in the business place that will maximize your customers' satisfaction with your business. Learn more now! (800) 299-3449. May 5, 2013 -- Customer service is helping a customer with any issues or concerns they may have on a product or anything else relating to the place at which you find yourself and your company. Jan 25, 2013 -- Many marketers are evaluating what role customer experience and customer service should have in their 2013 marketing goals. The answer is easy. purecustomerservice.com Mar 7, 2012 -- The ultimate guide to the question: What Is Customer Service? 19 experts from customer service, small business, and marketing share their expertise. Customer service handles company issues in stores, over the phone and even by email. Companies that produce highly technical products, such as software or hardware need to do an exceptional job. Oct 5, 2012 -- I can't get in touch with my customer service rep is something you hear all too often. I need to talk to someone about my bill. Please call me. David Brownlee (800) 299-3449 can answer all of your customer service training questions. Some surprising studies, stories, and documentaries have come out about customer service, and they could change the way you run your business. Experts from purecustomerservice.com are awesome.

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    Creative thinking - how to get out of the box and generate ideas: Giovanni Corazza at TEDxRoma

    13:39

    This video is filmed and edited by Università Telematica Internazionale UNINETTUNO uninettunouniversity.net.
    Corazza is a full-time professor at the Alma Mater Studiorum at the University of Bologna, a member of the Executive Council, and the founder of the Marconi Institute of Creativity. He teaches science and the applications of creative thinking. Why/Which/How/Where/What/When/Experiment. A quick jump out of the box is more insight ful than a lifetime of standard thinking.

    In the spirit of ideas worth spreading, TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TEDx event, TEDTalks video and live speakers combine to spark deep discussion and connection in a small group. These local, self-organized events are branded TEDx, where x = independently organized TED event. The TED Conference provides general guidance for the TEDx program, but individual TEDx events are self-organized.* (*Subject to certain rules and regulations)

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    Customer Focused Innovation

    4:50

    Customer-Focused Innovation takes a hands-on approach to eliminating the red tape that impedes innovation. Participants learn strategic frameworks to better understand customer experiences, develop deeper customer insights, and diffuse customer learning throughout the organization. Additionally, the program provides cutting edge insights on the sources of customer satisfaction and brand personality. Participants discuss strategies for reducing the knowing-doing gap and building a customer-centric culture. Leveraging resources from the Stanford Graduate School of Business and the Hasso Plattner Institute of Design, the program exposes participants to the latest research on customer-focused innovation. The program also features real-world field exercises that involve developing innovations to enhance user experiences in the B2C and B2B domains. Recorded: July 23, 2009

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    Welcome

    26

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    My Parents are Going to Kill Me

    11:39

    I am a bad brother.
    Everytime I visit home, I have to give my little brothers some good old fashioned C-Milk style bad influence.
    I test drive Winston's fantastic C4 Corvette in the snow.
    I meet up with my 90 year old grandfather and show him his great granddaughter for the first time.

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