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“When I grow up, I want to be a follower,” said no one.  No kid aspires to follow others.  No employee says his best quality is being a follower.  No MBA student signs up for followership classes (and not just because business schools don’t offer them.)  Being a leader is what counts these days.  Leadership […]

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Ah, summer!  What a great time to grab some books and a beach chair and head out for some leisurely reading!  Or you could be like me, working away this August and trying to live vicariously through other people’s posts of vacations, excursions, and other summertime fun.  My work has actually involved a lot of […]

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Customer experience futurist, author, and speaker Blake Morgan and I recently bonded over common views on women and customer experience.  (Our conversation is a part of Blake’s terrific Modern Customer podcast – check it out here.)  We ended up concluding that women are uniquely positioned to lead customer experience. […]

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Here’s a hypothesis:  There are essentially nine different types of brands and you can jumpstart the development of your brand strategy by identifying the one that’s right for you. I’ve developed this hypothesis after working on brands for over 25 years.  I’ve come to realize that there is a finite number of brand types or […]

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Now that I’ve been speaking as a paid professional for several years, a lot of people ask me how to become a speaker.   By no means am I an expert on this topic and there are plenty of people and organizations that provide services and content specifically to help aspiring speakers (see partial list below.)  […]

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(This is the latest installation in a long-running series of introductions to books I recommend.  If you would like me to look at a book on business, brands, or the people who work on them, please let me know in the comments section below.) – the book:  Words That Work: It’s Not What You Say, It’s What […]

Unless you’ve been living in a cave for the past few years, you haven’t missed how dramatically the retail industry and shopping has changed.  But with so much change, it’s sometimes hard to tell the forest for the trees.  Thankfully the folks at RetailNext have identified five retail trends that you can’t afford to miss. […]

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BrandZ just published its annual brand valuation report weeks after Forbes released its best brand list.  The dramatic differences between the lists caused some head scratching among businesspeople.  When Interbrand‘s report comes out later this year and inevitably reports more different numbers, confusion is likely to grow.  Unfortunately if you want to know which best […]

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Last week I debuted a new speaking topic, Power Up! Ignite CX & EX to Fuel Your Growth.  This talk outlines why and how employee experience (EX) excellence leads to customer experience (CX) excellence.  The client told me my presentation was exactly what the company needed to help its people understand the critical link between […]