by wiadmin | Jan 21, 2014 | Customer Loyalty
Several years ago we spent a part of the winter holiday on the beach in North Florida with our family. It was too cold for the beach one day so we took our granddaughter, Kaylee (then three years old), to Saint Augustine. As we entered the downtown area, she spotted...
by wiadmin | Dec 20, 2013 | Leadership
“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...
by wiadmin | Dec 10, 2013 | Leadership
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...
by wiadmin | Sep 28, 2013 | Customer Loyalty
National Customer Service Week is October 7-11, 2013. It is a week we spotlight the power and prosperity found in delivering an innovative customer experience. In the days leading up to Customer Service Week we will offer a key principle you can use to elevate the...
by wiadmin | Aug 2, 2013 | Leadership
The first violinist-conductor of a Johann Strauss concert literally leapt from his seat as the chamber orchestra performed the Champagne Waltz. It was if the composer himself was present–especially since this concert was occurring in the very hall where Strauss...
