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.

Read the rest of this entry »

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!

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 »