Posted on June 19, 2013
Surprise is a good thing when followed by the phrase, “Happy birthday!” Otherwise, it’s a negative emotion, and when it happens in a customer-provider relationship, it’s a source of dissatisfaction. Regardless of what you sell or who you serve, your customer’s expectations need to be met for you to succeed (in their eyes). In …
Posted on June 17, 2013
Up until recently, I would have told you that texting did not create much of an opportunity for businesses as it might be considered obtrusive. Of course, for critical communications like flight delay info, I’ve given out my text for a notification to airlines. A few friends of mine, have their bank balance texted to …
Posted on June 14, 2013
This week, I’ve been tweeting and writing about innovation. We all know it’s the prescription for sustainable success in a constantly changing world. But what exactly is innovation? I’ve played around with several definitions over my consulting and speaking career – and each one is helpful to those trying to harness it’s power. So, I’ve …
Posted on June 13, 2013
Do you think you can be the next great innovator? Are you gunning to be an inventor like James Dyson or Thomas Edison? Do you want to disrupt entire industries like Steve Jobs, Jeff Bezos or You Tube’s Steve Chen, Chad Hurley and Jawed Karim? It’s entirely possible for you to become a great …
Posted on June 10, 2013
In this edition of Media Monday, I’d like to shift the conversation to two areas where most of us are either unprepared or underfeatured. These two areas of web programming complexity are critical, as they make up over HALF of the traffic that comes to our websites. Consider the following two stats: * 23.1% of …
Posted on June 7, 2013
Here are my three favorite Lytro shots for you to enjoy this fine Friday. These are living pictures you can interact with by clicking once to change the focal point or twice to zoom in and move around to see different perspectives. If you’ve never played around with one of these pictures, take a second …
Posted on June 5, 2013
We all know that giving attaboys or attgirls to our team is a good thing, right? Not so fast, or should I say, not so general. Research from Bersin indicates that certain types of accolades or recognition works better than others – especially when it comes to Gen Y employees. What works? Highly specific …
Posted on June 3, 2013
When your customers brag about your product or service, their friends listen. That’s what Nielsen learned in their Trust Survey, when they discovered that consumers were 71% more likely to trust (and act on) a social media recommendation than an advertisement. When a facebook friend recommends you, shares a link to you or reviews you …
Posted on May 31, 2013
If you work long enough, you’ll be part of an epic failure that petrifies you. You won’t know how to deal with it, and likely, you’ll respond by trying to hide it or deflect the blame to someone else. That will not make you stronger, happier or healthier. Many positive thinkers might tell you …
Posted on May 29, 2013
Email is likely your top communication tool at work, adding up to 75% or more of your communications. Sometimes you do email well, other times, not so much. Much has been written about the nasty-gram emails that circulate around the office, killing off relationships along with your professional reputation. Most of you are too smart …
