Data-driven Decision Making

Audi Q8

Audi (Manhattan) Stepped Up Huge: A Lesson in Customer Service

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While driving an Audi Q7 (back in December 2018), I got a flat tire on a Friday night. What should have been an unremarkable event turned out to be anything but. In fact, my experience was so counter to what I had come to expect from Audi, I wrote The Myth of Luxury at Scale, a cautionary tale about expectation management and customer service. It’s a fun read (if schadenfreude is your thing). What follows is the epilogue to that story.

Society vs. Social Media

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A Battle Royale is brewing between society and a narrow, focused use of AI we'll call, algorithmic curation. But are the AI tools social media uses to put the right message in front of the right person in the right place at the right time really the enemy?

Please Stop the Buzzword BS

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I’ve been at SXSW (one of my favorite annual gatherings) for about 24 hours and my head is about to explode. While there are incredible experiences to be had here and there is some amazing tech on display, Buzzword BS is at record levels. Here are just a few excerpts from the dozens of elevator pitches I listened to today.

Angry Mob YouTube

Can YouTube Ever Be Brand Safe?

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They say that if you ask the wrong question, you are guaranteed to get the wrong answer. Asked as, “Can YouTube ever be brand safe?” the answer is no. There is no possible way to make YouTube, or any environment that relies so heavily on user-generated content (UGC), 100 percent brand safe. Asked as, “Is YouTube safe for my brand?” is a better question, and it is the proper lens for any serious marketing discussion.

Samsung Galaxy S10

A Samsung Galaxy S10 Is How Much?

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On Wednesday, Samsung announced its line of Galaxy S10 handhelds, promising “more screen, cameras and choices.” Here’s what you need to know about the Galaxy S10, S10+, S10e, and S10 5G.