Innovation Leadership is Made of Spears, Not Sand

Innovation Leadership is Made of Spears, Not Sand

“What do great innovation leaders do that other leaders fail to do?”  It was a pointed question from a way-too-obvious skeptic during the Q&A following my keynote.  I prefaced my answer with a line often spoken by my good friend, Bruce Fritch, “True leadership is...
Leadership as a Christmas Ornament

Leadership as a Christmas Ornament

Sooner or later it happens if you decorate enough Christmas trees. At some point you discover that almost all of the ornaments are handmade or have some special meaning. Discarded are those generic, store bought ones that looked pleasing to the eye but had no short...
The Innovative Service Rules for Shopper Frenzy

The Innovative Service Rules for Shopper Frenzy

On Friday, we entered the annual period of shopping frenzy we paint the color “black.” According to Wikipedia, the name of the day started in Philadelphia in the early 60’s and was chosen to characterize the traffic—both vehicle and pedestrian—that crowded the streets...
Unbridling Crazy Horses

Unbridling Crazy Horses

Crazy Horse was a Sioux (Lakota) Indian chief who fought against Major General George Custer at the Battle of Little Big Horn in the black hills of Montana during the summer of 1876. Crazy Horse demonstrated extraordinary bravery in that battle. One witness indicated...
Empowerment:  The Engine of Customer Surprise

Empowerment: The Engine of Customer Surprise

Imagine this. You are having breakfast in a midtown New York City hotel. It is your second morning with the same friendly waitress. You had given her a nice tip the morning before and learned she had been with the hotel restaurant for five years. Half way through your...
The Alchemy of Mentoring

The Alchemy of Mentoring

The word “alchemy’ has its origin in ancient times when certain practitioners were able to turn common metals into precious metals, like gold and silver. But, the other part of alchemy was the creation of an elixir that, when drank at a certain time (say 5 o’clock),...