Yesterday, I had a disastrous experience with a plumbing company that

promotes itself as, “The Punctual Plumber”. They were selected because of an appealing brand promise—a promise that was not kept.  I’m sure that this company’s inbound marketing program, the script used by its out of state call center, a well practiced and obviously mandatory...

Many people dream without follow through.  Whimsical thinking has its

place but all too often purposeful visions never see the light of day.  Typically, the full impact of not acting on “what might have been” doesn’t hit until our later years—that’s when disappointment sets in.  Jimny Cricket said it best, “when your heart is in your...

If  you’ve ever stood under a high-voltage transmission line, you know

the sound of energy flowing.  A similar snap, crackle, and pop can be heard in high performance cultures.  It’s evident the moment you step through the door. Every employee appears turned on—they are proud of what their organization contributes and are excited to be part...

Cattle are branded to differentiate them from similar beasts grazing in

overcrowded pastures.  Individual animals (read: products/services) eventually die—but  an indelible mark (read: brand promise) connects them, while  alive, to reputation  and values developed over time by  the  herd (read company).  A company’s capacity to consistantly...

Be kind, even to those who are being unkind. Kindness is about realizing that there is greatness in all of us–everybody deserves to be treated as valuable–even when it is not deserved. Kindness is intentional. In kindness mode, we bring the best of us to each situation. We listen more intently and connect honestly. The amazing thing about...

Living the brand promise is more about doing than knowing.   Companies

A balanced approach to inspirational-leadership and process-discipline takes brand awareness to the next level—beyond communication to an attitude and behavior altering tool. Organizations that are truly brand focused not only attract customers, they know how to enhance the customer’s total experience and at the same time, maximize shareholder...

Researchers have proven that behavior is influenced by attire.  For example

, students improve academic performance and get into less trouble after school, when they wear school uniforms.  Esprit de corps in the Canadian military suffered when the Government tried to economize by standardizing army, navy, and air force uniforms.  Traditions associated...

Classic sitcoms such as I Love Lucy and The Honeymooners earned their

reputation with parodies of inept male female communication.   I have an embarrassing history when it comes to communicating successfully with women.  Two sisters, a couple of grown daughters, my wife and every family pet I’ve owned speak in an estrogen based code—a language...