What if there is somebody somewhere whose only birthday wish comes from that all seeing insensitively intimate Google thing? It could be the last straw, the one that sends the dear soul over the edge into permanent cynicism and lasting distrust of birthday cakes and wishes.
Continue reading Google Gone Way Too Far
I am drawn to aspirational brand promises and names. When they fail to deliver I don’t dart off to yelp and yelp, I reach out to the company, show I care and give them a chance to make good. Afterall, I have been in their shoes and know what it feels like to let a customer down and what it feels like when a customer … Continue reading Is Your Brand a Promise or a Hook?
“Oh… you’re OK.” It’s a good phrase to comfort a child who has had a scrape. It is not a good phrase to use on your customer! Yesterday I was with a friend at lunch – we were nearly finished with our meal when an employee entered the room vacuuming. He came closer and closer to our table when I decided to relocate with the … Continue reading “Oh…you’re OK.” Really?
The first time I saw Stephen Covey do this demo it looked like magic. Turns out it is true.
Putting our big rocks (dreams and principles) first brings the magic into life. Continue reading Timeless Truth from Stephen Covey
“We thought we knew how to predict the future and we were wrong.” –Eric Ries, author of The Lean Startup Last night we enjoyed three hours of Eric Ries storming through the key ideas in his book The Lean Startup. The sustainability concept of Zero Waste (nothing to landfill) meets Lean Startup (anything that doesn’t deliver validated learning is waste). Wow. Time flew. We all … Continue reading The New Lean
October 10, 2011 The Apple Store in Carlsbad CA The lasting echo of inspired genius… love notes, sketches, kisses, beehives of children, magical things, blue clad brilliance. Wise words from the loyal: fruitless hardware crashes. This is a computer store… feels like holy ground. Continue reading Steve Jobs and an Apple Customer Experience
“You must become the change you want to see in the world.” – Mahatma Ghandi In his talk on the Evolution of Consciousness, Shore Slocum shares the above quote, which is often misquoted as “be the change”. In the spirit of “becoming the change”, I recently expressed my concerns about the declining level of service at a favorite shop catering to our beloved canines. The … Continue reading Become the Change?
Rhana Pytell 