Insights

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Branding at the Front Line: CX Companies Deserve Better

Customer experience (CX) companies are in the business of delivering moments that matter. Every interaction…

The Vanishing Em Dash: The Rise and Fall of a Punctuation Legend — Brought to You by Our Robot Overlords

Let me start with a confession: I’m unapologetically a fan of the em dash. Always…

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How AI Is Transforming Google Search—and What to Do About Falling Organic Session Activity

The rise of AI in Google Search is revolutionizing how users access information — and…

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The Fine Art of Coloring Inside the Lines: Why Brand Compliance Isn’t Boring — It’s Branding’s Secret Weapon

Brand guidelines get a bad rap. Somewhere along the line, they became known as the…

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When Rebrands Go Wrong: Lessons from Cracker Barrel’s Misstep

In Part 1, we made the case that voice and tone aren’t just an afterthought…

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Why Nostalgia Is the Most Powerful (and Risky) Tool in Branding: Lessons from Cracker Barrel

When you think of Cracker Barrel, what comes to mind? For most people, it’s the…