Customer Satisfaction Is Up When Wait Is Down
Before you put a great amount of time and money into a plan to improve customer satisfaction, consider this: A recent survey found that the most important factor affecting sa
Mistake City
If you fear mistakes, you’re bound to make them. Why? Because instead of playing to win, you’re playing not to lose. Taking the safe path can lead you down the wrong pa
Zig or Zag? Winners break the rules.
There’s an unwritten rule in every industry that says “We all go to market the same way.” It’s a dumb rule and I’ve been preaching against it for 35 y
If you’re not selling used cars, don’t act like a used car salesman
Last Saturday, I jumped in the truck, turned on the radio, and there he was… the local DJ with the used car dealer urging me to “Come on down right now for free pizza,
What if I’m not creative?
When speaking to groups on innovation and creativity, I always ask the question, “Are you creative?” Typically, about 25% will say “Yes.” Here’s a li
Innovation Beats Brand
I love Bose. The company produces amazing sound and long ago set the standard for innovation and quality in the world of audio. I love my Wave Radio so much I sent Paul Harvey a le
Why do some people hate brainstorming?
If you want to start a revolution at your next staff meeting, grab a marker, stand up, and announce, “Okay everyone, we’re going to be innovative today. We’re get
How Building a Brand is Like Building a Boat, part 2
Last time, we reviewed how, when I built a wooden kayak, I realized that building a boat and building a brand have a lot in common. You have to have vision, plans, patience, contro
Innovation and the Art of Shaving
I was in Grand Rapids, Michigan, recently and “discovered” The Art of Shaving. It’s an upscale mall store that is dedicated to one thing and one thing only…the
It’s official. The bean counters have taken over at Southwest Airlines.
It was a couple of years ago that I began to suspect things were changing at Southwest. The esprit de corps was missing. No singing during landing or jokes on take-off. Uniforms re
