Looking in all the Wrong Places? Ten Ways to Avoid Strategic Disaster

Watching professional sports reveals that players move, skate and dribble with their heads up to anticipate the next play and keep an eye on the goal and incoming threats. Focusing solely on the puck or ball invites someone else to clobber you into next week. Successful organizations have a tendency towards strategic ossification. Success breeds[…]

Communication as Strategy Pt 2: Two Paths for Timing

This is the second in a series on Leader Communications.  It took mere hours for employees to leak memos to the public showing that some Tim Hortons locations were making employees fund their own benefits after a government-mandated minimum wage increase took effect. #NoTimmiesTuesday immediately caught fire, punishing big bad franchises with reduced sales. The response? Franchises[…]

ADD these 3 Simple Steps for Stronger Customer Satisfaction

“I need to see you today!” When bosses and clients make demands, the typical response is to meet the request immediately. After all, they wouldn’t ask if it wasn’t urgent, would they? Yet, we’ve all responded to supposed emergencies only to find they aren’t emergencies at all. When I began working with clients to enhance[…]

Recast the Past

Use Your History To Tell The Story You Want The Spider-Man story has been rebooted three times in the last 15 years. The story of Peter Parker shifts each time with different characters brought into the foreground; Aunt May gets younger every movie!. But what doesn’t change are key facts: Uncle Ben will die and[…]