Four A’s of An Apology

Four A’s of An Apology

It used to be that a sincere “I'm sorry” was accompanied by a bouquet of flowers and a sappy card.   Then life went back to normal. For companies, fixing a mistake usually meant a generic apology by the CEO and a conscientious program set up to rectify whatever wrong...
Sticks and Stones

Sticks and Stones

The advertising agency I worked at specialized in creating successful brands for residential real estate projects. We created advertising strategies, brand identity, and marketing and advertising for high-rises, gated communities, golf resorts, condominiums, and...
The Secret of Success

The Secret of Success

Here's a thought: If we want to increase our success, why don't we stop concentrating on what our products or services do and start focusing on what they do for our customers? In other words, what if we stop emphasizing our function and start promoting the results of...
Sorry Seems to be the Hardest Word

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...
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