We know that personalization is the future of the digital economy. More and more items are becoming “smart” and the goal of any content creator --…

It’s easy to share good news. Everyone loves to say it and you know it’s generally going to be well received. But how you, as a business, handle bad…

Every company wants its brand to be ubiquitous -- but there's a caveat to that. The concept that there is no such thing as bad publicity is just wrong…

Concierges are highly skilled people who can add real value to your life by taking care of some essential and time-consuming tasks for you. In the…

Are you thinking of acting like Chipotle’s social team? Then you run the risk of unwrapping a whole lot of trouble for your business. After all…

For most people, spontaneity isn’t a big motivator to purchase something. Sure, there are impulse buys here and there (there’s a reason why gum and…

From the Ask Echidna mailbag we received this question from Ben A., "Is there a good way to deliver bad news in business?" It's an important question…

Many of you will likely be familiar with the United Airlines mistake. I'm not going to get into what happened -- and lord knows that there have been…

There can be a huge difference between a “Yes” and a “Yes.” Context is everything and when you’re reaching out to customers and users for feedback…

The ultimate goal for any company, whether you’re talking online or off, is to provide a user with an experience that completely aligns with their…