“We don’t do that stuff.” “What stuff?” I inquired to the person in the next seat. Truthfully, I knew what he meant. I had just responded to his question about what I do with my [...]
What if there was a way to make a 100% improvement in one of the most prevalent complaints customers have about your product and service? You would implement it in a heartbeat, right? In the [...]
Flawless execution today is no guarantee of relevance tomorrow. The ability to quickly and continually change and adapt is a competitive advantage —which is why companies like Jim Beam, Procter & Gamble, and Zildjian Cymbals [...]
“Our organization isn’t working as well as it needs to be. Things aren’t bad. They used to be much better. The just aren’t that way now.” Every leader has, at some point, felt that everything [...]
The future belongs to the disruptors. Customers reward it. Your business survival demands it unless you want to be rendered obsolete by an unknown start-up or overtaken by a global company from a developing nation. [...]
Regardless of how fast your company is today, the marketplace expects and rewards being faster and more nimble. Current success proves that correct choices were made yesterday. A competitor’s game-changing innovation or their faster response [...]
The names that regularly appear at the top of every list for amazing customer experiences and service are familiar: USAA, Amazon, Chick-fil-A, Publix, and Zappos. And sadly, so are names that appear at or near [...]
From Randy Pennington: We fired the service that had done all of our lawn care, landscaping, tree trimming, and holiday lights for 17 years. There wasn’t one single incident that caused us to leave. It [...]
Businesses want people to be creative and unique in order to help them be different and distinctive. But is that always the best approach? Viewers of Katy Perry’s halftime show at the 2015 Super Bowl [...]
A prospect recently asked my fee for a one-hour speech. Their response to my answer was, “I thought plumbers and electricians were expensive.” With absolutely no disrespect to those who work in the trades, my [...]
Change, disruption, and uncertainty are hot topics for today’s corporate and association meetings. This is the second time around for change as the topic de jour. Back in the 1990’s, the message was “Change is [...]
Billy Crystal gave voice to what we all have felt: “Change is so hard.” Change, by definition, causes at least some level of discomfort. If it happens easily and overnight, it isn’t really change. That [...]
What does the future look like? It is difficult to be 100 percent certain, but here are six trends that I believe will be a big part of our lives and work going forward: Customer [...]
From Mark Sanborn: The biggest challenge businesses will face in the next five years is meeting increasing customer expectations. There is a current dilemma that will only get worse: the more you do for customers, [...]
From Scott McKain: Employees should remember EVERYONE is replaceable – those who aren’t distinctive get replaced first. Steve Jobs died in 2011. Apple just reported their most profitable quarter ever. Tim Cook is good, too. [...]