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For those of us who travel on occasion (or alot) by air, we have learned to “go with the flow”. We never know when we will be delayed, diverted or just disappointed with the “care in the air” (and yes, that is a double entrendre). Although feeling helpless, I continue to opt out of the [...]
The old adage “you get what you measure” has been proven time and again. The issue is, do you understand the implications of what you measure. Over the weekend, I attended a baseball series between Vanderbilt and Georgia, played in Athens. It was a great series between two well respected teams. It was also a [...]
At the pace we move it is so easy to think in generalities, assumptions and stereotypes. Recently, I was reminded that thinking that way is our loss as we miss so much when we do. My mother-in-law has moved in with us. She finally sold her condo in real estate depressed Alabama and I went with her to [...]
It really boils down to the first five minutes. How do you handle the first five minutes of an important opportunity? To do it well, you have to be practiced, almost intuitive, and true to your values and training to react the way you intend in that first five minutes. Why is the first five [...]
The answer: it depends. Here’s why. Reality: the state of things as they actually exist, rather than as they appear or may be thought to be. Perception: What is perceived is the result of past experience, and interpretation of sensory information. Most of us accept our most closely held beliefs, our thoughts about things, as [...]
In a few weeks, I will be interviewing Dan Cathy, President and COO of Chick-fil-A. In their corporate communications, they talk about their “raving fans”. They have even registered the phrase. I was asking a friend of mine who is in marketing at Southwest Airlines whether they have a “raving fans” marketing plan, and she [...]
Have you ever wondered where common sense comes into play in decision making? I once encountered an executive who believed that if he could just explain to his customers why he has to charge what he does to make a profit they would understand. In a role reversal exercise, when he was the customer, he [...]
The definition of a brand is “everything that gives an entity its recognition, meaning and value.” The brand perception held by the public, your customers and others familiar with your brand may or may not match the intended brand image. Crafting a brand blueprint is the process of identifying all the touch points your brand [...]
The first time I heard the phrase “hire an athlete” was early in my career. I was working for Hallmark Cards, Inc. and my boss used the phrase. Coming from a family with a long line of athletes, I naively asked what he meant. Was he being literal? Not at all. Hiring an athlete simply [...]
When my oldest son graduated from high school, I gave him a book called Real Life Begins After High School. I love to read and, unfortunately, he doesn’t, so it sat unused. I decided that I would read it cover to cover, and over the course of the summer before he went off to college, [...]
