Can You Hear Me Now?

My wife and I were reminiscing recently about the early days of our marriage. In November, we’ll have been married 24 years and we’ve both changed a lot since saying “I do.” Sure, the physical changes are the most obvious; but most significant are the changes in how we treat each other. I must admit … Continue reading Can You Hear Me Now?

What’s Your Strategy?

Well, the first quarter is over. Finished. In the books. How did you do? Did you make budget? Did you reach your goals? Did you meet the expectations set by your organization, shareholders, customers, and employees? Did you accomplish the things you set out to achieve? Did the strategies you put in place pan out … Continue reading What’s Your Strategy?

How to Sell a $25 Doughnut

What does a doughnut cost these days? A dollar? Maybe less? Would you believe I once paid $25 for one? Now before you get the wrong idea, let me stress that there was nothing special about this doughnut. It wasn’t some gourmet creation made with organic ingredients or a super-secret recipe. No, this was just … Continue reading How to Sell a $25 Doughnut

Give Thanks. No, Really Give It!

Tis the season to be thankful, right? By now you've probably read a number of Facebook posts or newspaper articles about the origins of the Thanksgiving holiday; so I won’t bore you with those details. Suffice it to say that the fourth Thursday in November has become the traditional day of the year to express … Continue reading Give Thanks. No, Really Give It!

Winning From Behind

Fall is in the air, and that’s good news for baseball fans. It means playoffs are here and the 110th World Series is in sight. Wild Card are tomorrow and the Division series start this week. Baseball is a classic game and, like many sports, makes for great stories. Some of the best movies revolve … Continue reading Winning From Behind

Of Pirates & Doughnuts: Turn Your Next Transaction Into an Experience

Did you know that Friday was “International Talk Like a Pirate Day?” I wouldn’t be surprised if you’ve never heard of it. After all, it’s not an official federal holiday. There was no big retail push and banks were open for business. I almost missed out on it myself. International Talk Like a Pirate Day … Continue reading Of Pirates & Doughnuts: Turn Your Next Transaction Into an Experience

How to Make Your Campaign Go Viral

By now, you’ve seen the videos - thousands of them – of people dumping buckets of water on their heads in the name of charity. It’s the ALS Ice Bucket Challenge, a phenomenon that’s swept across the U.S. and U.K. within just a few weeks to become one of the biggest internet trends of the … Continue reading How to Make Your Campaign Go Viral

Not a Customer? No Service For You!

The term "customer experience" entered the business vocabulary a few years ago, replacing "customer service" as the standard by which service is measured. "Customer experience" refers to the sum of a person's interactions involving a particular organization. Every exposure to an organization - every transaction, every phone call, every mail piece, even the stories told … Continue reading Not a Customer? No Service For You!

Who’s Driving the Taxi?

I just got back from Houston. I spent all day yesterday in meetings, moving from group to group and topic to topic. But the business I conducted wasn't the most interesting part of my trip. What I can't stop thinking about is my taxi driver. Normally when I travel for business, I'll reserve a rental … Continue reading Who’s Driving the Taxi?