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Communication

Upselling with Integrity: connecting authentically with your target market
Monday, 6 Nov, 2017
Upselling with Integrity: connecting authentically with your target market

I recently took a cold call from Comcast – the first cold call I’ve…

Putting People First: the path to Customer Centricity, essay
Friday, 6 Oct, 2017
Putting People First: the path to Customer Centricity, essay

Charlie Rose interviewed Brian Moynihan, the CEO of

You’re Always Busy!?
Monday, 5 Jun, 2017
You’re Always Busy!?

Dear Friends:
Lately, everyone I know is complaining about how busy they are. It’s really beginning to annoy me. So I thought I’d write you this personal note – a rant, I suppose – to let you know how I feel when I hear you’re too busy to speak or return a call. No, wait. You did return my call recently when you heard I was ill. Do I have to be dying to hear from you?
What does it mean, exactly? Too busy to prioritize your time differently?

Trait-centered Leadership vs. Servant Leadership
Tuesday, 30 May, 2017
Trait-centered Leadership vs. Servant Leadership

I’m a dancer. When I studied the Argentine Tango there was a foundational rule that I believe is true

Overcoming Opposition
Monday, 14 Nov, 2016
Overcoming Opposition

I’m regularly flummoxed when I hear people question climate change, or when folks actually believe that people of color are ‘different’ and worthy of being insulted, underpaid, ignored.

DOing vs. BEing: creating rules that put customers first
Monday, 27 Jun, 2016
DOing vs. BEing: creating rules that put customers first

I recently purchased dysfunctional products/services from three vendors who were unwilling to go outside company rules to fix the problems …