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?
Dear Las Vegas, I'm sorry. I'm sorry for all the things I said about you. I’m sorry for saying how much I dreaded visiting you for work. I’m sorry for what I said about how fake you were, how crowded and expensive you’d become, how uncomfortably hot you were. Yours is a dry heat, and … Continue reading Dear Las Vegas, I am sorry.
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!
Look for new ways to engage and “touch” audiences and communities. Ironically, that’s more important now than ever.
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
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.