One topic that came up on our last survey and comes up on any survey I’ve ever done to people who lead people who take care of customers is Motivation. You ask me how to motivate yourself and how to motivate your people as well. (And then of course there’s always motivating those customers to…
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Now what are the odds that a Happiness Coach hails a cab in NYC and finds a person who introduces himself as the Happy Cabbie? Yikes! Well it happened the other night and it feels like it must be the law of attraction at work! Strategic partner Carolyn and Watt and I were…
DetailsWhat do Michael Jordon, Miley Cyrus, Rosa Parks, Tony Hsieh (CEO of Zappos), Lady Gaga and families with healthy children in West Bengal India all have in common? Positive Deviance. They’ve all done or are doing something that puts them at the far right end of the “bell curve” of normal distribution. They are “deviant.”…
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Yesterday I went to the bank to close two accounts, and there were no questions asked. My business and personal accounts were in two different places and it was time to make it easy and get them all in one place. The accounts I was closing were not very big in the scheme of things,…
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It’s Saturday and I’m still shaking my head. On Wednesday I was up in CT and needed to return my rental car by 6PM. At 4:15 or so I set out for what should have been about 45, maybe 50 minute drive away from rush hour traffic to the Westchester Airport. My plan was to…
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Last week I was having dinner with a colleague in Miami. A wonderful Italian restaurant on the inter-coastal waterway. Good food, good company. In the rustic tradition the white napkins resembled kitchen towels – thirsty but – uh fuzzy. Absorbed as I was in the food and the conversation I didn’t pay much attention to…
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Some of you know I’m particularly fond of my friends over at New Pig Those of you who’ve known me a long time may remember the stories of how New Pig was started by two guys that wanted to create happy customers. (Yeah, they did want to soak up spills more efficiently with their super…
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Like many on Sunday night, I watched the premier of Undercover Boss. Everybody I’ve spoken to this week has asked me if I’d seen it. You bet and it was a great idea. Today I ran across a great blog entry about it – and I must say – I couldn’t have expressed it any…
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Wow. It’s still the beginning of Feb and I have a whole business plan done. My dear colleague Carolyn Watt helped facilitate that and it happened quite by chance. Or maybe not. Carolyn’s Site In January I was sitting on the floor in the living room (where I do the really serious work) surrounded…
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Oh brother. Now I’ve heard everything. Someone please tell me how cutting thousands of jobs at Sam’s Clubs is going to increase customer loyalty? http://www.examiner.com/x-35524-Boston-Populist-Examiner~y2010m1d30-Walmart-to-cut-11000-Sams-Club Looks like a cost cutting effort to me. If someone can shed some light on this please do. Are the employees of the sub-contractor be any more likely…
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