Ever feel slighted, ignored, disenfranchised, "sold to", taken for granted, or just plain commoditized? For many prospects, these feelings are what prevent a sale from taking place. They prevent repeat sales, prevent referrals, and encourage negative word-of-mouth. Clearly, great customer service - supported by great training and great management - [More]
My recent trip to India has once again sensitized me to an assumption that writers and speakers too often make: that everyone understands what you mean to say. This is absolutely not the case. Test yourself - what do the following three words mean? Flyover, Subway, and Removalist. If you [More]
In a land where lane markings are ignored at best, as each vehicle (autorickshaw, car, motorcycle or truck) approaches from the side or rear, they honk their horns as if to say, "I'm here". The response is a quick honk back, "I heard you", to which the passing vehicle will [More]
...and all the men and women merely players. Shakespeare may have said this in the 1600's, but it is more true than ever today. Politicians, celebrities and others have always known that an audience was watching and judging. Today, a different paparazzi watch and judge us - we call them [More]
Have you ever considered how many ways there are to express one of your ideas? Here's a short list: A book A whitepaper A case study A brochure A blog post A newspaper op-ed A voice message or phone call A tweet A magazine article A TV series A documentary [More]
While Build It and They Will Come might work in the movies (remember Field of Dreams?), it doesn't quite work that way online. Yes, you can put up a Facebook page, LinkedIn profile, or YouTube channel, but how can you truly attract followers? And how can you truly drive engagement? [More]
Picture this scenario: you get an email from your manager, letting you know that a complaint (or a picture, or a video) about your organization has gone "viral". You check it out, and indeed it is embarrassing... and it is everywhere. What do you do? In a previous post, I [More]
Have you ever been disappointed, frustrated, or annoyed with an experience with a person or organization? In today's always-on digitally-connected world, suffering in silence need not be your only option. You can Tweet, Blog, post to Facebook, create a YouTube video, do an annoying TikTok, write on a review site [More]
What do Google, Apple, HP, Facebook, and General Motors have in common? Those with a financial background might suggest that each of these companies has a market capitalization in the billions. The patriotic would suggest that each is an example of American ingenuity – and that each represented the best [More]
There is no question that people think differently from each other. Proof points abound: people wear different clothes, choose different hairstyles, hold different jobs, and prefer different foods. And whenever we write a report, make a presentation, or write a blog post, we often feel challenged by people who voice [More]
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