Building Brand Value

Being Yourself is All About Them.

A very nice email popped up on my laptop the other day. It was from a woman who had heard me speak at a recent conference and wanted to update me on what she’d done with the ideas I presented. Here’s what she wrote (I changed a few words to make sure her identity remains anonymous): “Dear Bruce, Thank you for the inscription you inscribed in your [...]

By | 2018-06-20T12:13:19+00:00 June 19th, 2018|0 Comments

Sorry Seems to be the Hardest Word

It used to be that a sincere “I’m sorry” was accompanied by a bouquet of flowers and a heartfelt card.  Then life went back to normal. And for companies, rectifying a mistake usually meant a generic apology by the CEO and a conscientious program set up to rectify whatever wrong the company was apologizing for so it would never happen again. But that was before social media [...]

By | 2018-06-07T17:41:23+00:00 June 5th, 2018|0 Comments

Service with a Simile.

Willy Walker walked purposefully to the center of the stage and addressed the 400 people in the audience. “Late last night I wandered through the hotel lobby. A maintenance engineer asked me if I needed help and I told him I was looking for the gym. Instead of just pointing me in the right direction, the engineer rolled his utility cart out of the way and escorted [...]

By | 2018-05-24T11:08:12+00:00 May 21st, 2018|0 Comments