Articles
I have an idea
There’s a lot of idea generation going on in the world today. Some ideas end up changing life as we know it. Others never make it off the ground. The process for coming up with those ideas is widely...
Finding the magic in collective creativity
Years after his passing, Dr. Seuss has a new book out, thanks to his former assistant and his widow finding a complete manuscript that had never seen the light of day until now. What a great find...
Use design principles to ideate
“I really need some outside-the-box thinking.” How often have those in business heard this from clients, supervisors and colleagues? Sounds like a good thing, but how easy is it to do? Oftentimes...
Match the patterns in business
Have you ever lost your car keys and tried to find them by mentally walking through where you’d been since you last had them? It’s actually an effective method of finding something you’ve lost. Why?...
Bad ideas turned good
So you’re in a creative meeting and the first thing the organizer says is, “There are no bad ideas.” You sit there looking at everyone in the meeting and think to yourself, “Yeah, right, everyone at...
Setting the Stage for Success
Greater Fort Wayne Business Weekly – March 2014 My wife and I once visited a winery where the tour guide met with us and told us what to expect along the tour—what things to look for and what we...
Moving Beyond Bad
When something bad happens, the subsequent interactions you have when trying to resolve that “bad thing” can either make it a not-so-bad-experience or an even worse one. Your basement floods....
Customer loyalty must be a focus
With an ever increasing number of choices available to us these days, holding on to loyal customers is more challenging than ever. That doesn’t mean it’s impossible to build loyalty. It does mean...
Super-please to win customers for life
I was talking with someone the other day who’d gone to a walk-in clinic because she was sick. She got some medicine from the doctor and was feeling better. But that wasn’t the amazing part. She said...
Service is the new sales
The sales department has traditionally been upheld as the most important player in a successful organization. They’re the ones bringing in the money, so it makes sense, right? But as the world gets...
Take steps to make the experience inspiring
Everyone wants to have a great purchase and ownership experience. And the more something costs, the greater the expectations. The fact is, however, the experience doesn’t always match or even come...
Make customer service an ongoing journey
Greater Fort Wayne Business Weekly—January 2021 Sometimes there can be a startling difference in the level of service that companies provide. Why is that? Do some companies just have the secret...