Google, Do No Evil, and How It Affects You.

Google, Do No Evil, and How It Affects You.

Two weeks ago, I wrote a blog post about Google manipulating their Artificial Voice (AI) voice recognition software. Specifically, the company added “ums” and “ahs” to their robot voices to make them sound more human.Google was doing this to make their interactions...
The Brand is Leadership. Leadership is the Brand.

The Brand is Leadership. Leadership is the Brand.

I was on a FOX Business interview when the anchor, Melissa Francis, ran a little role-playing exercise with me:  “It’s three o’clock in the morning and your phone rings. It’s the Republican Party and they want to know what they can do to change their brand for...

Putting the Service in Customer Service

I recently stopped at Enriqueta’s for breakfast. Enriqueta’s is a little Cuban coffee shop on 29th Street, smack dab in the center of Miami’s exploding Midtown/Wynwood/Design District area.As the Miami New Times wrote, “Between 6:15 and 11:00 a.m., a cross...

When the Student is Ready…

Somewhere around Y2K, I was introduced to Susan Ford Collins. When we first met, Susan gave me a copy of her latest book, The Joy of Success. Because I’m a little obsessed with reading, I dove right in and polished off the book in a weekend. It was well written and...
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