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Social media influencers and AI platforms are changing the way we connect with customers; they are also changing the way we use brands. Today brands are not only marketing outputs and strategic inputs. They are – or at least they should be – cultural cornerstones. Here is why. related: Prepare Your Culture for a Recession […]

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If you’re struggling to build a cohesive company culture, you’re not alone.  Where and how people work varies so much now that culture-building seems more difficult than ever. Instead of trying to control or quash the different directions your culture seems to be headed, provide clarity and focus to the variations. In this Smartbrief on […]

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Are you looking for how to improve customer experience (CX)?   New technologies such as personalized search or AI-powered text analytics hold great promise for improving CX.  But technology alone isn’t enough. The most important, and perhaps most surprising, improvement to CX has little to do with technology — it’s improving employee experience (EX).  In fact, […]

leadership love

Love may seem out of place in a business context, but it’s actually a key leadership quality today. Employees want to feel their leaders know them, trust them, and care about them as whole persons. And, when they do, they’re more likely to be engaged and motivated to do great work. In my latest Smartbrief […]

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How do you build a great brand?  Ever since I wrote the book What Great Brands Do, I’ve been on a quest to discover and share answers to this question.  While all seven brand-building principles that I introduced in the book still are important and relevant today, the one that has risen to the top […]

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Now is the time to prepare your business for the recession.  In addition to the typical strategies of cost-cutting and cash flow management, add culture-building.  A healthy, effective, and resilient company culture can help you not just survive, but actually thrive during an economic downturn. In my new Smartbrief on Leadership video, I explain how […]

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I’m not a designer so I don’t have any expertise on this, but from the perspective of brand leadership. infusing your office design with your brand seems an effective way to turn your office into a magnet, inspiration, and guide for employees.  Plus, when I reached out to my go-to expert on all things office […]

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The age-old question – which is more important, customers OR employees – is a misguided, and potentially dangerous one.  As a business leader, you shouldn’t prioritize one group over another. Instead, you should link employees and customers. One way to connect employees and customers is to use cultural tenets that are relevant and important to […]

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“Start with why.”  It’s great advice, but you need to do more than start with why.  You need to put your why into action.  And that’s where lots of business leaders get tripped up. My latest LinkedIn Brand+Cuture Series post, Start With Why But Don’t Stop There, explores how to close the gap between vision […]

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A regular day of rest – a sabbath – is an important leadership practice because it enables you to fill up your tank so you can serve others.  And taking a sabbath helps put your brain in task-negative mode which leads to greater productivity and creativity. In my new Smartbrief on Leadership video, I provide […]


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