Completely delighted

We often talk about deliberately delighting our customer. I’ve heard some people say in the last year that ‘delighting’ is now an overused term. It’s probably true, as is the case [...]

Knowing and doing

Someone once wisely said, “it’s not knowing what to do, it’s doing what you know” – this is not only true in the most obvious way, it’s also something that we all struggle with. Practically and [...]

Fast and slow

Yesterday, we shared 3 normal biases affecting all of us. One of the other major findings from Kahneman and Tversky’s work was that there are two primary ways for our brains to work. This is [...]

Forming habits

I’m not convinced that it really takes 21 days to form a habit. I’m not convinced it doesn’t. What I am convinced about is that unless you want to get something done, it won’t get done if you’re [...]

Who are “they”?

Do you know who “they” are? You must, because you’re constantly referring to them in the same way I do and many of us do. Each time we are trying to emphasize a point, we find ourselves referring [...]

Sponsor someone

Early in my career, I was assigned a mentor when I joined an organization. The company had a buddy system that was designed to help newcomers acclimate better and quicker inside the organization. [...]

Throw spaghetti

Trying anything that seems logical isn’t always the logical thing to do. I was reading an old Forbes article from 2012 related to the challenge of relying on information we read online to make [...]

Shrink the change

Chip and Dan Heath have written extensively on change management and the things that make the most difference. If you haven’t come across their work, it’s worth the time. Here is a great short [...]

Play the long game

When it comes to growth, many of us fundamentally accept that it takes time to see substantial growth in any investment. For example, if you invested $1,000 in Apple ten years ago, today it would [...]