What’s in a moment? That was the subject when I spoke recently at the “Compete Through Service Symposium” presented by the Center for Services Leadership in cooperation with the ASU W.P. Carey School of Business.  During our session, attendees learned that moments are everything and that they hold the key to excellent service. Here’s how… Read the rest of this entry »

While I am not proud of how some of the leaders at Penn State chose to cover up the wrongdoing of Jerry Sandusky, who during my time as an undergrad there was a pillar of the community, I am proud of how the university is taking the medicine issued by the courts and the NCAA.  It’s not easy to see our beloved Nittany Lion logo next to the words “scandal” and “sanctions” and “ban” and “failure,” but it is what it is. Read the rest of this entry »

I am a fan of sports and always have been, I haven’t always been a fan of basketball, but ever since I moved to Arizona I have been fascinated with the Phoenix Suns.  More specifically, I am fascinated with Steve Nash. To me he exemplifies all of the reasons why people should involve themselves in team environments, whether we’re talking sports, work, school or just life in general.  To me, he’s an excellent athlete, role model, in essence, he is a winning brand unto himself. Here’s what I mean. Read the rest of this entry »

I was never really a big fan of “America’s Got Talent,” and with a 4 and 6 year old, I don’t have much time to watch television. However, I am a fan of Howard Stern, so I was finally compelled to watch.

As I watched a recent episode of “America’s Got Talent,” there was a split second after one of the performances in which Howie Mandel leaned over to Sharon Osbourne and said, in all sincerity, “Now that was a moment.” Howie’s comment got me thinking about “moments.”  What is a moment? Read the rest of this entry »

We humans are social creatures. Just look at the rise of social media. We share, we keep in touch and yes we even eavesdrop through Twitter, Facebook, LinkedIn and a host of other hot social media sites. I’ve embraced social media and believe it is a great way to stay connected and build business, but in addition to, not in place of, face-to-face meetings. In fact, if anything, social media has taught us all just how hungry employees, franchisees, users, and any other constituents you serve are for meaningful connection. That’s great news for your brand if you know how to do more than just share information through face-to-face meetings. Read the rest of this entry »

In case you haven’t figured this out by now. Your logo is not your brand. Your words are. What we see has a huge impact on us, no doubt, but what we say and hear and read does too. I happened to catch a fun article titled 66 Great Movie Taglines From the Past 30 Years. Scanning through it, I couldn’t help thinking, this is total branding. These lines hooked us, made us laugh, got us to wonder and even shocked us into noticing and remembering them. So what is your company’s movie tagline?   Read the rest of this entry »

The social activist video, Kony 2012, went viral almost instantly. After only being online for a couple of weeks, it has over 80 million views. How does one small organization catch the hearts and minds of the world in just hours? With the same concept we use—Heart & Mind® Branding. Invisible Children created this video that touched people’s hearts by showing the cruelty Ugandan children are forced into, and gave tens of millions awareness of and hope that we can end Joseph Kony’s rein.

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Have you seen the Luvs commercial where the little animated babies are having a pooping competition? The cartoon kids walk on stage in their Luvs diapers, turn around and let one go. Their Luv diapers expand accordingly and the other baby judges seated downstage hold up cards: 6, 7, 6. Finally the last kid really puts Luvs to the test and the judges respond with: 10, 10, 10!

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Kodak announced they’re out of the digital camera business. Instead they will focus on other products like consumer and commercial inkjet printing, packaging printing and workflow software. After filing for bankruptcy last month, Kodak has one year to devise a restructuring plan. I have owned and carried a digital camera since I was about 13 years old, and it holds a special place in my heart. As a member of the “Internet generation,” I documented my life with photos, capturing memories of my friends and me inside the cafeteria at school, dressing up at home, acting goofy at parties, whatever and wherever. Kodak was part of my life. No occasion needed.

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They continue to battle, but which one will be #1: Coke or Pepsi?  Taste tests prove that many of us cannot even taste the difference between the two brands!  But I will be the first one to ask the waiter/waitress, “Do you serve Coke or Pepsi products?”  Then change my choice of beverage based on the server’s answer.  I am a die-hard Coke fan, Diet Coke to be exact.  The cool bubbles and refreshing taste, the pick me up in the middle of the day…. My mouth will actually water as I pop the top off!

Why do many of us have such a strong preference?  When it comes to soft drinks it truly the taste?  Is it the perceived status of wearing one brand of jeans over another? How about cars, colleges, sports teams? Is the connection the people who also drink, wear, attend or cheer for your brand of choice? Brands somehow affect us at our very core. Read the rest of this entry »