Month: November 2010

Is you brand CRUD?

I have participated in a number of corporate board meetings lately where brand positioning, brand logos and tag lines have been the desired deliverable.  The recurrence of these events serves as a simple reminder of three key axioms: 1) While branding is essential, brands are only as good as the experiences that fulfill or fail…

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In the bottom of the 9th, it comes down to “talent”

Congratulations to the San Francisco Giants for bringing the first World Series pennant to the city by the bay.  By all estimations San Francisco lacked the “star power” of other teams in Major League Baseball but what they lacked in “superstardom” they made up for in talent consistency, passion, and excellent tactical leadership. Undoubtedly San…

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5 Ways Customer Service Should NOT be like Politics

As we come to the end of yet another vicious campaign cycle, I couldn’t help thinking about how “would-be public servants” demonstrate the worst of servant leadership.  Service should not be like politics, in that service is: 1) about people not power 2) emphasize those being served not the one serving 3) occurs without making…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article