Back to the Future! Events Edition

The music was still ringing in Marty’s ears as he headed from the ballroom towards the elevator and his room. He was riding a post-show high, having closed out a big night with the anthemic “The Future is Now!” jingle performed by members of Styx and Mötley Crüe, fronted by that guy from Sugar Ray. … Continue reading Back to the Future! Events Edition

Ten Things I Will Do When I Travel Again

I am so ready to get back on the road. It'll be weird but it will be the best kind of weird. Here are a few things on my back-to-travel bucket list: Arrive at the airport five hours early, making time for breakfast, shopping, a few hours in the bookstore, and lunch before my flight.Check … Continue reading Ten Things I Will Do When I Travel Again

What Do We Call It?

I’m rarely at a loss for words. That’s changed during this, um, “time” we’re in. Know what I mean? Since last spring, whenever the topic of, er, “this situation” arises in conversation with clients and colleagues, I find myself grasping for the right – polite -- term to use. In my mind’s eye I can … Continue reading What Do We Call It?

Disruption: I Finally Get It!

Disruption, Transformation and especially Innovation: words that should elicit goosebumps reduced to nickel notions. As marketers and communicators, we spent the last few decades tossing these terms like confetti in order to glorify minimal, incremental upgrades and to flog feel-good platitudes. I’ve spent as much time trying to convince clients and colleagues to reserve usage … Continue reading Disruption: I Finally Get It!

Storytelling in Business: It Should be a Little Scary

My quest has been a challenging one: to inspire my colleagues and clients to become better storytellers. Over the past few years, I've coached and cajoled peers, clients and executive teams to respect the essence -- and the power -- of real storytelling. I want them to become better communicators by becoming better storytellers. I … Continue reading Storytelling in Business: It Should be a Little Scary

Ankle-Deep in Customer Service.

I enjoy customer service encounters. Especially the bad ones. I consider such situations sport, like predator and prey, with the prey not recognizing me as a natural predator until it’s too late. Which is a nice way of saying: I worked on the front lines of customer service at Walt Disney World. Nobody does the customer service, or customer experience (CX), better than Disney Parks, and … Continue reading Ankle-Deep in Customer Service.