There has been a lot of hype recently about a new character of M&M’s candy being “revealed” during the Super Bowl, Ms. Brown. A lot of time and money is being devoted to television ads, print ads and “teasers” on social media.  Not to mention the $3.5 million being spent for the 30-second commercial.  What will Ms. Brown look like?  Sound like? My question is…why would you invest so much time, money and energy into a little piece of chocolate? Read the rest of this entry »

Legends are hard to come by these days, at least legends of this kind. And despite the controversy, Joe Paterno left his mark on countless millions. How will you remember him?  I am just one, but I choose to remember him this way: Read the rest of this entry »

Ah! The holiday season. It’s a time when we all do a little more for those we love. And all with the best of intention. But sometimes those intentions fall short, not because the giver misses the mark, but because the company the giver trusted, completely blows it. That happened today when we received a gift in the mail. It was one of the best examples of false advertising I’ve ever experienced, and sadly, I’m sure in this industry it happens far too often because it is just not cool to say anything. Read the rest of this entry »

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 »

In light of the news of Steve Jobs’ death, and as I have read more about the “purpose-driven” work environment he created at Apple, I got to thinking about other companies that inspire their employees to a “higher purpose,” like Apple. Are they out there?

For some of you the term “higher purpose” may be a foreign one. What I mean by this is “a reason for being greater than yourself.” In the workplace, it’s feeling like you can’t wait to get to work in the morning to start your day and make a difference. It’s feeling like you want to work harder, contribute more, and challenge yourself to become a better you because it matters.   Read the rest of this entry »

I was watching a “Kardashian Marathon” recently when I saw a commercial for the new Kardashian Kollection for Sears. At first it didn’t quite register, then it did, and the more I thought about it, the Kardashian and Sears brands seemed like the oddest of brand partnerships. When I think of Sears, my mind immediately heads to washers, dryers, socks and underwear—not Kardashian designer wear. I get that the Kardashian’s want to create a line of affordable clothing that can make all of the regular folk Kardashian-esque, but does Kenmore and Kardashian really belong under the same roof? Does one cheapen the other or is this a match made in reality TV and misguided retailer heaven?
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Great things. A simple mission in complete alignment with Steve Jobs, the company he named Apple, and the products he and his team created. Clearly his death was just a matter of time. My mother died of pancreatic cancer, so I could see the physical signs of the inevitable for far more than a year. He beat a lot of odds with his disease, just as he did with his life. Read the rest of this entry »

My younger brother just graduated high school and made a very important decision for his future: He decided to join the U.S. Navy. He’s about halfway through boot camp in Great Lakes, IL and I was overjoyed to start receiving his letters. My mom and dad, auntie and uncle, and grandma and grandpa were thrilled to hear from him too. So naturally the next time we were all together and got to talking, we all  shared our letters with each other. We found his accounts of boot camp very interesting…

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The three key tenants of Heart & Mind® Branding apply to the Apple founder.

With Steve Jobs announcing he is stepping down from his role of CEO of Apple, people are speculating about what made him so powerful, so successful and so iconic. Everything from his off-the-charts intelligence, his insane attention to every detail, his intensity and his relentless micromanagement just to highlight a few.  But I’ll say it is all of these and none of these at the same time. That’s putting too much emphasis on the micro aspects of a macro human being, a total person. Read the rest of this entry »

Ever wonder what it takes to have a great company—the kind that accomplishes not just great things, but exponentially more great things than other companies year after year?  It just seems like those companies have the magical ingredient, and I would argue, they do.  They have executed on a simple rule that guarantees success.  Yes, guarantees it. Here’s the rule: In every chair, people who care.

Can it really be that simple?  Of course it is.  The hard part is actually creating an environment where people care.  But read on because this article is your pathway to a caring—winning—culture within your company. Read the rest of this entry »