Monthly Archives: August 2011
What one employee can do for your customer experience
What’s your customer experience worth? And what can one person do about it? How about making 50 people with thousands of nights’ stays willing to stand up for you? There’s this woman. Her name is Peggy. She’s a hotel concierge. In my opinion, I think it takes a certain amount of humility coupled with a huge […]
The top 50 websites in the world, August 2011
A review of the top 50 websites in the world finds us with no significant changes in the top 10 and 22% of the top 50 have Google in their name. The only change between my prior evaluation from June 2010 and August 2011 is Twitter and MSN trading places – with Twitter the victor, flying […]
The New Titans of Branding
To read this post, I am going to ask you to do two things to start (courtesy of the brilliant and wonderful Derek Sivers). Please watch these two videos…you needn’t watch more than maybe 30 seconds of each: That is: Stefani Joanne Angelina Germanotta, a singer songwriter, shows about 200,000 views at writing. (I did really like the […]
The privilege and reward of story-telling
I am a sucker for a good story. And you know what? So are you. Whether it’s a movie, a book, or even a football game, we all want to know “how it turns out in the end.” We participate in a cycle that is always largely the same: Situation, complication, solution. We’ve conditioned ourselves […]
