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SNL has made us laugh for 50 years by balancing consistency with reinvention, collaboration with individuality and entertainment with emotion. Lawyers and law firms – you knew that’s where I was heading, right? – who take a similar approach to business development will build practices that not only endure but thrive. Few television shows have […]
At my recent visit to the new McCaffrey’s Food Markets in my neighborhood, I received exceptional service that I’ve been shouting about from the rooftops ever since. They could not buy advertising that would do for them what my word-of-mouth praise is doing for them — the number of people I have told, and they […]
Let’s face it. The disruptive economy has enabled a shift in the balance of power. It’s a buyer’s market. Customers are informed. They are not big on loyalty. And, they are in control. They want you on their terms. At every stage in their journey with you. Think of the relationship as a continuing dialogue […]
The ability to shift focus is critical. How is it that some organizations can do it and others cannot? Quite possibly, there has never been a time marked by such intense disruption and a consequential level of uncertainty about how, when or, if at all, the challenges can be addressed. These circumstances also provide a […]
“The Boss” gives us timeless lessons on reinforcing an enduring brand. Bruce Springsteen and The E Street Band are synonymous with timeless American rock, but one could make the argument that their genius also lies in their ability to illicit undying loyalty from legions of fans. From the beginning, dating back to their days in […]
