I’ve just returned home from a glorious week in Florida with my wife and daughters – it was an amazing trip, and most importantly my daughters had a blast. On the plane home I watched the fascinating documentary and Oscar-winning film Free Solo, which documents the ridiculous and jaw-dropping free solo climbing adventures of Alex…
DetailsIt’s 6:30 AM and I’m enjoying a family vacation. In between sips of coffee and reading a fantastic biography of Frank Sinatra, I’m reflecting on a discussion I had with a CEO of a sizeable 350M+ company last week. He founded the firm and was getting ready to celebrate his 75th birthday. He said something…
DetailsIt’s Monday morning and I’m sitting here on a plane getting ready to take off. Next to our plane is an Airbus A320 getting ready to take flight. I’m watching the pilot do a walk around of the plane and I’m timing him. He’s spent five minutes looking at the front wheels. He’s underneath and…
DetailsI had a friend doing some customer experience work for one of the biggest brands in the world. She told me they had made a sweeping commitment to dramatically enhance their customer experience. It sounded great! I was so curious about it on my last visit to NYC, so I visited their flagship store. …
DetailsA couple of weeks ago I was speaking at a conference and found myself in a conversation with the president of a large distribution company. We started talking about business challenges, and he quickly launched into a tirade against the entire millennial workforce. He repeated what sounded a scan of Forbes/Inc Magazine headlines with an…
DetailsThis weekend, I got the call that I’d been both expecting and dreading for the past few months. A member of my family who’d been ailing for the last few months had passed. Even though we’d been expecting it, it’s always tough. In the midst of rearranging my calls, meetings, and commitments for this…
DetailsI couldn’t help but smile at this headline, but I wanted to share this article published in The Drive Magazine. You can see the entire magazine online here.
“I can get you those numbers.” Or “I’m sure I could get that information.” These are both examples of the most harmful phrases to be uttered by any leader. I often talk to senior leaders who are concerned with the performance of their sales, marketing, or customer care departments. And I always ask a few…
DetailsIt’s hard to believe that I’ve been writing the Tuesday Tidbits™ for over five years. One of those classic Tidbits was written in 2014, and it was titled The Strategy Secret I Learned From 50 Bad Restaurants In Miami Beach. My wife and I spent the past weekend in South Beach. I thought back to…
DetailsI was walking through the Detroit airport the other day and was in a bit of a rush to catch my next flight. I had to board a train to get from one end of the terminal to the other. As the train doors opened, the guy in front of me stood in a daze…
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