Jeffrey Rosen has a terrific, thought-provoking article in last week's New York Times Magazine about the end of privacy in our new digital era. In it, he writes: We are only beginning to understand the costs of an age in which so much of what we say, and of what...
I used TwitterSheep to get this quick snapshot of how the people I follow on Twitter describe themselves. In my case, this pretty much gels with what I already know. Though I was a bit surprised that "entrepreneurs" was so small. And while I'm tracking some athletes,...
I've talked before about how picking up the phone is a key component to customer service. But that's really only the starting point for building customer loyalty. If you're lucky, your best customers are evangelists for your brand. Here are four ways to earn that...
Mike Greenberg said on ESPN Radio this morning that "you need to separate the decision from how it was done." (He was talking, of course, about LeBron James.) He's absolutely right. My friend Justin Goldsborough has a terrific post on James, Joe Mauer, and brand...
Often, it's the unsung employee that can make or break your brand. Especially on days when everything is just a little off kilter. I popped into my neighborhood Staples recently at the end of a very long day to get something printed out. Standing by the copy counter...
Google's announcement that it would stop censoring search results in China is huge news--and smart strategy. In exploring the background, the Financial Times reported: Google argued internally that while censoring was an unpalatable compromise, it would at least make...
We're getting to that time of year when holiday cards start rolling in. And every year I notice the same thing: lots of cards, very little personalization. Sometimes it's a generic "Seasons Greetings" e-mail blind copied to who knows how many people (no effort);...
My latest IABC Independent Thinking business column is out, and the focus is on how we see ourselves and the shifting terminologies that we use to define ourselves and our businesses and the way we want our clients, customers and prospects to think of us. There were...
Apparently I had too much on my plate when the IABC Research Foundation study on information overload was released last year because I missed it completely. Big mistake, because it contains some useful takeaways--which Julie Freeman discussed in her Heritage Region...
U.S. airlines, except for "Hallelujah" Southwest Airlines (congrats on the great ads), have so diluted their brands that the companies are becoming increasingly interchangeable. On my American Airlines flight to Dallas last week, the flight attendant went through a...