Customer Engagement


Why .SUCKS Matters in the Era of .brand

When the Internet Corporation for Assigned Names and Numbers (ICANN) released new generic top level domains (ngTLDs) in 2012, it allowed organizations all over the world to break free of their former .com and .org constraints. And one of the many outcomes—besides including the release of .SUCKS—was for brands to start owning their namespace right …


Customer Engagement


The Mistakes Embraced & Lessons Learned

The Mistakes Embraced & Lessons Learned

We’ve spent the last month examining the corporate cons, the disingenuous apologies, the utter lack of follow-up — but as the leaves turn and the weather cools, we want to reflect back, to understand what we’ve learned about how companies can do better. Hope, after all, springs eternal, and there are at least some shining …


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.SUCKS-ing Your Way Out of It

.SUCKS-ing Your Way Out of It

We’ve been hard on some of the companies we’ve highlighted over Catfish Month, but the truth is that we’ve got a soft spot—we believe in redemption! Hope! The ability for a corporation to rise above its own suckiness! It’s not even that hard. It requires coming from a place of humility and authenticity, from genuinely …


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Zuckerberg’s Failures Must Be Your Lessons

Zuckerberg’s Failures Must Be Your Lessons

When Mark Zuckerberg’s annual challenge was learning Mandarin, it was still fun and games. Now that his 2018 goal is simply “fixing Facebook,” not so much.   It’s fair to say 2018 has been a horrible year for the social network. With its infiltration by Russian operatives, the Cambridge Analytica scandal, concerns about users’ psychological wellbeing, in …


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