Contributors

Jim McCarthy

CEO, Goldstar

Jim McCarthy is the CEO of Goldstar, but he is also Customer Service Agent No. 1 for the company. Jim has spent the last decade and a half in e-commerce, starting way back at GeoCities before it was bought by Yahoo in 1999. Even before that, he helped to open about 50 Noah’s Bagels locations in California, where he learned about delighting customers, developing employees and managing high growth. He’s written articles and commentary in Fast Company, Business Insider and other well known publications, and has appeared as a speaker at conferences like SXSW, TEDU (part of the main TED conference), INTIX and others. He co-founded TEDxBroadway, which he also hosts and curates. Jim graduated from Harvard College and has an MBA from the Anderson School at UCLA. He also speaks Japanese, writes ghost stories and is a certified lifeguard.

#MondayMotivation

#MondayMotivation: We Had the Right Vocabulary All Along

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Don’t Say “Guest” When You Don’t Mean Guest.For some reason, businesspeople tend to drift toward gibberish in their speech. (And you’re all businesspeople, by the way, even those of you who believe that “businesses” do something different from what nonprofits do.)In the search for something interesting, different and effective to say, people try a lot of things. Many...

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Customer Service

#MondayMotivation: Customer Service Appreciation Week

In honor of Customer Service Appreciation Week, October 1-5, we're sharing a few posts from Jim about the importance of customer service.You can click on any title below to read the full article:You Know What Customers Love? Rules You may not think customers react viscerally to rules, but they do. They’ll see that you took advantage of your opportunity to push them around, and they’ll remember it. You won’t be building up good will. Is there such a thing as building...

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#MondayMotivation

#MondayMotivation: Breakthroughs Do Happen

Looking for a little #MondayMotivation? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: No Breakthroughs Without Risks and Failures.London seems to be leading the way in shows that very actively engage all five senses. First, there was the fireworks show, and now there are the BitterSuite symphonies.It’s a classical concert that makes you smell, touch and taste things as part of the program. Lindsey Winship of The Guardian (UK) describes it like...

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#WednesdayWisdom

#WednesdayWisdom: Can You Smell the Excitement?

Looking for a little #WednesdayWisdom? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: The Audience Has Five Senses. Why Not Use Them All?I love this: London’s New Year’s Eve fireworks show aimed at all five senses.When I was in first grade, the teacher brought in a little popcorn maker to explain the five senses to us: We could see the popcorn pop; we could hear the kernels explode; we could smell the...

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#WednesdayWisdom

#WednesdayWisdom: The Right Question to Ask

Looking for a little #WednesdayWisdom? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Avoid the Power of Stories.I love stories. So do you. We’re built to love stories because, unlike data, they fit the way our brains worked best in a natural state. People who lived in a state of nature didn’t have a lot of data or Excel to help them analyze it.But they had stories, and, with a world...

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#WednesdayWisdom

#WednesdayWisdom: Cost vs. Show Lust

Looking for a little #WednesdayWisdom? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Superpowers, Part Three.Editor’s Note: For this series, Jim writes about our superpowers — the ones that we in the live entertainment business have — and their corresponding forms of kryptonite-like weaknesses.In the live entertainment business, we have superpowers. I’ve now explained two of them (in my posts, part one and part two).Sadly, as Superman knows, sometimes those superpowers...

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Marketing

#WednesdayWisdom: Commitment vs. Inconvenience

Looking for a little #WednesdayWisdom? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Superpowers, Part Two.Editor’s Note: For this series, Jim writes about our superpowers — the ones that we in the live entertainment business have — and their corresponding forms of kryptonite-like weaknesses.In the live entertainment business, we have superpowers. I talked about one recently.Sadly, as Superman knows, sometimes those superpowers come with superweaknesses. Today, we’re talking about a superpower...

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#WednesdayWisdom

#WednesdayWisdom: Superpowers + Kryptonite-Like Weaknesses

Looking for a little #WednesdayWisdom? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: Superpowers, Part One.Editor’s Note: For this series, Jim writes about our superpowers — the ones that we in the live entertainment business have — and their corresponding forms of kryptonite-like weaknesses.Would you like to have a superpower: flying, mind reading, invisibility?Sure you would, but what if by accepting your superpower, you also had to accept a corresponding superweakness...

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Marketing

The One Word I’ll Never Say Again …

Here's one thing I've learned in my time working with live entertainment marketers and venues.Never say "algorithm."It's an ugly word. It sounds like "rhythm," as though we're going to get down to some funky beats, but it turns out to just be math. ... Still, since people seem to use smartphones and laptops and enjoy being able to watch unboxing videos and correct people when they say "your" instead of "you're," we are firmly in the Era of the...

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#WednesdayWisdom

#WednesdayWisdom: What’s the Must List for Working With On-Demand Audience Channels?

Looking for a little #WednesdayWisdom? We’re pulling out past stories that are still just as relevant today. Here’s a pearl from Jim: The Must List for Working With On-Demand Audience Channels.Recently, I talked about the rise of the on-demand economy, and I wanted live entertainment and arts marketers to know that it’s not just cars and lunch you can get on demand. You can get ticket buyers and audience, too.But it’s important to take this further. Not all On-Demand Audience...

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