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Research & Perspectives
Research, perspective, and practical strategy from the studio.
Practical thinking on customer experience intelligence, strategic decision-making, storytelling, and community impact — written to help leaders move from insight to action.
Full articles are being added as the studio publishes new research and field notes.
Customer Experience
When satisfaction outpaces discoverability
Many organizations earn loyalty they never get credit for — because customers can't easily find them in the first place.
Customer Experience
Your feedback inbox is an early-warning system
Customer feedback often reveals operational problems weeks before they show up in the reports. Here's how to listen.
Strategy
Insight is only valuable when it leads to action
A practical look at turning a wall of dashboards into a short list of decisions worth making.
Strategy
Retention is a growth strategy, not a cost center
Why marketing spend so often outpaces retention — and what shifts when leadership reframes the math.
Storytelling
Stories connect people, places, and ideas
Why the most durable brands are built on narrative, not noise — and how to find yours.
Storytelling
Unscripted Cities: telling the story of place
What we learn when we let a city speak for itself — and why place is the most underrated brand asset.
Community
Building bridges in a connected world
The thinking behind The FiftyOne Project, and why engagement is the natural endpoint of insight.
Community
Why education belongs in a strategy studio
Notes on learning, leadership, and the long game of community impact.
Customer Experience
One framework beats ten dashboards
How RCTI gives multi-location organizations a single language for the customer journey.
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