The Most Important Promise

We’re all in the promise business. If you’re a marketing leader, your brand makes a promise that the rest of the organization must keep.  If you’re an executive, you’re making promises to your people that your fellow leaders and your HR team...

What if you just reduced irritants?

I had coffee with a seasoned and bright marketing executive last week.  He said something that stuck out to me: Most of the time, you can differentiate your company/product/service/brand by just figuring out what irritates customers about companies in your industry...

What are you building?

March Madness wrapped up a week ago.  I was torn while watching the final.  As the youngest of five boys and life-long fan of teams like the Red Sox, I love underdogs. (Remember, before 2004 the Red Sox were perennial underdogs fighting the Evil Empire. I know...

Real values

Anytime organizations are charting their futures, the topic of values comes up.  And when you bring it up, I can guarantee one thing: at least 40% of the room will give you that cynical look. Really? Another values exercise? Why is that? Here’s my...

Leading Through Bad News

It’s almost the end of a quarter.  For many organizations, this quarter continues a string of difficult ones – and our typical focus on reporting quarterly results just reinforces that. Of course, some bad news doesn’t follow a nice quarterly...

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