Products and services are dead. Creating real connection with customers means understanding what's replaced the traditional widgets and gadgets - so that you can create the brand loyalty you [...]
In the era of disappearing loyalty, how can your organization create trust for your clients? If a relationship is going to be of value, it has to be based on trust - that's true for personal [...]
Lost in the middle of the woods. In Canada. Stanley Park. One of the largest parks in North America. Over 1,000 acres of natural beauty in Vancouver, BC. It’s my first visit. And I’m [...]
Nothing of any real value happens without the involvement of other people. Do you believe that? For a musician, you might say that the music is played by just one person. One individual. But when [...]
A large man walked into his doctor’s office, launched himself up onto the examining table, and extended his right leg. “Doc, it’s broken. You gotta fix it.” The doctor, a [...]
Picture this: the situation has gone from bad to worse. Your customer is threatening to pull their business, cancel their contract, and call their lawyer. What's your next move?
Why do you need an elevator pitch? Here's a new look at a familiar conversation, with advice from the US National Champion.
Asking for the toughest customers is like trying to pet a shark, or date a nun. You instantly know that it won't end up well.
Capetown, South Africa. At the top of a 25-foot wave, near the bottom of the world. Extreme surfer Murray Wilcocks answers that one important question: What were you thinking? Willcocks is a [...]
Let’s face it: you’re smart. I mean, if you’re reading this blog, not only are you smart…you obviously have excellent taste. 🙂 But in conversations, presentations and [...]