HUMAN BEHAVIOR · BUSINESS STRATEGY · UNCONVENTIONAL THINKING
How things are.
How things could be.
A mixed bag of thoughts on why people buy, why they stay, why they leave, and what most organizations keep getting wrong about all three. Some of these ideas will be wrong. That is the point.
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The gap is where the good ideas live
How it is
How it could be
Customer service is a cost center.
Service is the most honest marketing you have.
Sales is about convincing people.
Sales is about removing the reasons to say no.
Retention starts when someone is about to leave.
Retention starts the moment someone says yes.
AI will replace the people.
AI handles the routine so people can handle the human.
Three things I keep coming back to
02
Business & Leadership
Growth, organizational strategy, enrollment, service, and building effective teams.
03
Rethinking the Future
AI, innovation, unconventional thinking, and challenging established practices.
Most problems are perception problems wearing an information costume.
Latest thinking
- What Admissions Functions Should Be Automated, and What Must Remain Human?I automated too much, too fast, and learned the hard way that not all friction is bad. Here is the Human Sandwich framework and an Activity Audit Matrix for deciding what stays human.
- The signals are already there. Are you listening?On an EdSights panel about student connection and yield, I talked about reading signals in context, why the students who look fine sometimes are not, and where AI actually helps.
- Speed, simplicity, and storytelling: what higher ed can steal from startupsColleges do not need startup budgets to recruit and keep students like a startup. They need three habits: move fast, make it simple, and tell a better story.
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New posts when they are ready. No schedule, no fluff, no hashtags.
Podcasts, panels, research, and press. See where I have been featured →
