Books by MD
Raphael Louis Vitón
Culture of Innovation
Distribution and Choice
Is Digital Really Rocking The Life Insurance World?
For those of us who have a front row seat to the digital transformation of the customer experience in life insurance, there is a sense that our world is being,
Who Is Really Controlling Your Customer Experience?
As an introvert, I don’t often write or talk about subjects that are highly personal to me, but every time I do, people seem to appreciate it. In
Here’s One Power Shift That Should Change The Way You Sell
As seen on LifeHealthPro Napster moments reinvent a consumer experience completely, usually by an outsider. Even though Napster was not around to enjoy the moment, by inventing file sharing…
What Would Uber Do?
Uber is one of my favorite disruptions or “Napster Moments.” This is when someone who has no business being in a business comes in and reinvents the business and puts someone out of business.
[Webinar Replay] A Practical Guide To Experience Design—Part One
Imagine: A world where your company can easily develop and launch all of your 2015 initiatives.
Has ‘Sale’ Become A Four-Letter Word?
Four Options To Move Beyond Price
The Echo Of Disruption
The life and health insurance industry can learn from the sound of disruption, hopefully before too much regret sets in.
Is Holiday Shopping A Canary In The Coal Mine For Retailers?
What do you do when the bird stops singing?
Why Sean Hannity Can’t Innovate
…and Rachel Maddow is in the same boat
Authenticity: A Leadership Lesson From Chris Christie’s Mother
As seen on LifeHealthPro.com
Five Ways To Get Closer To Your Most Valuable Fans (Consumers)
As seen on Wired.com Look at Them With New Eyes and You’ll Find the New Business Opportunities “I wish we were able to get closer to our consumers and
How To Get “Jaw-Dropping” Results From Customer Experience Investments
This year’s CX index features a number of Maddock Douglas clients benefiting from “jaw-dropping increases.” The external results come from an internal transformation around “being” customer focused.
A One-Two Punch For Health Care?
Three New Conversations That Need To Be Happening Right Now President Obama announced recently that things were about to get better for all…
Why Improving The Customer Experience Matters: A Love Story
We said last time that the smartest companies are now working hard to manage their customers’ experiences with their products and services in order to…
Why Improving The Customer Experience Matters: A Customer Loyalty Tale
Have you noticed how many ridiculously bad experiences we put up with as consumers? This article is about how some companies are turning that awfulness into opportunities to grow their
Three Secrets To Reinventing Your Industry (Before Someone Else Does)
Pop quiz hot shot: What do NASA and Honey Boo Boo have in common? A lot, as it turns out.
If You Have To Fail — And You Do — Fail Forward
How the most successful people have made failing into an art form.
Embrace The Hate To Innovate
Haters will point you to new products, services and business models that your loyal and expert customers would never consider.
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