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...

When Everything is Important, nothing is Important

The adage is as ancient as it is accurate: The wizened Indian Fakir lies down on a bed of razor-sharp nails and rests comfortably as a baby in her mother’s arms. But walk barefoot on the beach and step on an old pop-top? You cut your foot open and require stitches....
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