Phil Cross

The hotel coffee pods

When small, clumsy acts by brand have large consequences for brand perception.

Tactical lessons for attending SXSW

As a first time attendee at SXSW, it’s almost inevitable that you’ll make a few missteps, even if…

All news is fake news

I’m not talking about the objectively false narratives. I’m talking about the…

Feedback is a gift

“Feedback is a gift.”
— Tobi Lütke. CEO Shopify

Pre-announcing

Shipping a sub-par product, or one that only had a portion of the promised feature-set…

Forgetting how to ride a bike

Sometimes organisations retain the hard stuff and the basics fall by the…

Your feedback data set

Having a strategy for receiving feedback is as important as receiving it well.

Awareness is not sufficient for action

If awareness were the driving force of adoption, those with the…

The experienced beginner's mind

This approach can help us see many truths about the fundamental…