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I recently was asked to speak to the executive team of a $200 billion organization about increasing the company’s competitiveness.  It was an extraordinary opportunity and I seized it by sharing my insights on how to build a brand of distinction — one that isn’t merely different, but one that stands apart and above the rest. […]

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In today’s cluttered, uber-competitive, over-retailed, choice-overload world, your brand must have an clear, meaningful reason for being.  You need to play an invaluable, irreplaceable role in people’s lives.  Hope you enjoy is a collection of my resources on brand purpose and purposeful leadership. What Is the Purpose of Business? Denise explains that, at its core, a […]

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If three makes a trend, then lately I’ve noted a new trend in strategic thinking.  It involves the discipline to ask different questions to get different results — and not just different results — better, clearer, more sustainable results.  I came across the idea to ask different questions to get different results from three different […]

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– the book:  The Service Culture Handbook:  A Step-By-Step Guide To Getting Your Employees Obsessed with Customer Service, a practical guide on an important topic – the brains:  Jeff Toister, customer service author, consultant, and trainer.  I met Jeff when we were both launching our first books — his was Service Failure: The Real Reasons […]

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Brands have evolved from mere symbols of product quality and identifiers to aid customers in purchase selections.  They are bundles of values and attributes that define the way companies behave and the value they deliver to customers.  In layman’s terms, a brand is what you do and how you do it.  This means brands represent […]

Looking for great CX quotes?  Quotes on storytelling?  Quotes on competition?  Quotes on grit?  The Qualtrics Insight Summit 2017 was full of soundbites from thought-leaders and celebrities including Clay Christensen, Angela Duckworth, Joe Pine, Omar Johnson (former CEO of BEATS by Dr. Dre), and Qualtrics’s very own CEO Ryan Smith.  Check out these great CX […]

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If you are like most business leaders around the world, you probably want to improve your employee engagement — for good reason.  The Gallup organization estimates that actively disengaged employees cost the U.S. $450 billion to $550 billion in lost productivity per year.  It’s clear employee engagement should be a priority for you, but in addition to asking how to engage […]

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Giving a presentation is a fantastic opportunity!  Whether you’re a paid professional speaker, an executive addressing your colleagues, or simply someone whose been asked to make some remarks to group, getting to share your ideas/thoughts/message with others is a great opportunity to positively influence others.  It’s a privilege to have people actually listen to what […]

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Today I break with my usual Brand Book Bites format of author interview and book overview to share about the book Shoe Dog:  A Memoir by the Creator of Nike by Phil Knight.  This wonderful book combines corporate memoir (Knight recounts some of the most significant moments in the early years of Nike’s founding) with personal […]