You can fix disappointment. You can overcome customer dissatisfaction. You can bounce back from declining customer spend. You can even turn disillusionment into delight. But when the customer divorces you, it's much messier. Lost revenue, no referrals, bad reviews, cash flow challenges, sales turnover, etc. It can get ugly.Read More
He coached Michael Jordan. No, it was not Phil Jackson. He coached Kobe Bryant. No, it was not Pat Riley.Read More
In 2006, Laura Janusik and Andrew Wolvin, presented a paper at a meeting of the International Listening Association titled "24 Hours in a Day: A listening Update to the Time Studies." In it, they suggested that listening occupies one-fourth of our waking hours.Read More
In July of 2016, I wrote the blog below. I've changed nothing in the post by design. It's even more relevant today than it was 4 years ago!Read More
I was finalizing a project when I heard pounding on my office door. One of my computer training technical instructors said in a terrified tone, "I have no idea what just happened, but 12 Navy Seals I'm training this morning had their pagers go off simultaneously. They didn't say a thing. They just stood up and bolted out of the room. It can't be good."Read More
In 1967 Barclays Bank installed the world's first successful automated teller machine. It's been a sales blockbuster for banks. People are three times more likely to withdraw money from an ATM vs. a human teller. And, according to National Cash Systems, ATM users spend more (20-25% more from convenience stores as an example).Read More
Former Disney CEO, Bob Iger, was preparing to give the most important speech of his career. In just a few days it would be the opening night of Shanghai Disneyland. Disney had invested $6 billion to build it over 18 years. According to Iger in his best-selling book The Ride of a Lifetime, "this was the most momentous thing the company had embarked on since Disney World opened in 1971." And then the call came.
It was early in the evening on June 12, 2016. A mass shooting had occurred at a club in Orlando just miles from Disney World. With over 70,000 employees in Orlando they watched and waited. A crisis of hate and horror had disrupted Disney's most aggressive expansion efforts to date. They would discover later the shooter's initial target was Disney World. Iger was half a world away. It was critical to change and adapt on a dime. There could be no pause in his pivot.
The common chord in every crisis is the need to change.Read More
For over a decade, Diana Nyad was known as the greatest long-distance swimmer in the world. Although she had retired from competitive swimming and was a member of the National Women's Hall of Fame and the International Swimming Hall of Fame, her dreaming days were not done.Read More
Arguably, a case can be made, that this crisis from a business perspective, has taken direct aim at Airbnb and assaulted its business model. The travel industry has been in the eye of the sales storm. And to add insult to injury, Airbnb was positioned to go public in 2020.
During the past 60+ days, I've been working closely with not only businesses, but business leaders. For good reason. John Maxwell rightly states, "Everything rises and falls on leadership."
For years, I've coached business owners and executives by saying, "When the leader gets better, the business gets better."Read More