How we view ourselves is not what defines our personal brand. In fact, our perception of ourselves matters very little. Our personal brand is actually how others perceive us. It is vital, though, to understand that it is up to each and every leader to control their own brand. If you don’t, there is a …

You may have a great idea for a startup. Your proposition is unique, innovative, it fills a gap in the market, and you’ve received lots of positive feedback. So what’s holding you back? Fear. According to a survey by FindLaw.com, two-thirds of American adults have thought about starting their own business, but only a third …

“Loss is nothing but change and change is nature’s delight.” – Marcus Aurelius. No matter where you look today, it seems as though once mighty organizations are tumbling down on a routine basis.  Think Compaq, Circuit City, Borders, Blockbuster, and more.  No industry is immune.  Be it automakers, microchip producers, ride-sharing providers, or leading retailers, …

As a long term supporter of social customer service, I’ve mixed feelings after almost a decade of brand involvement. It never scaled as we initially thought.  After an initial tranche of brands who led the way and did a great job, there was silence.  Too many brands remained scared of getting involved with their customers …

Many businesses are straining to listen and understand what consumers are saying to them. Purporting to fulfil that need is a plethora of Voice of the Customer (VoC) products. VoC is, of course, a relatively modern phrase that is used to describe what traditional business owners would have simply called ‘listening to your customers.’ The …

Where does social media fall in the hierarchy of your organization?  If you’re still treating it as something you hand off to the interns to keep them busy, you’re doing a great disservice to yourself, your company, and your interns.  Your social media presence and strategy should never be treated as busy work or an …

Every organisation laments the lack of capable or qualified talent. When I chat with human resources and business leaders, they all express a collective sigh. They declare that the war on talent is very real. Finding qualified resources appears to be a challenge in most industry sectors, at most levels. So why is this the …

This is the era of disruption – an unavoidable, sometimes uncomfortable, always immensely powerful force.  Businesses underestimate it at their peril.  But a conscious effort to harness this energy polishing an internal brand, attractive to employees, and an external brand, irresistible to customers, can reap big rewards. Employees Ain’t Happy (Ain’t Nobody Happy) As a …

There is one key measure of success when it comes to making client presentations. Unfortunately, it’s lost in a haze of fallacies, misconceptions and old wives tales. Your most important measure of success is — message transfer. Below are the top five myths that need to be destroyed, so you can speak with twice the …

Whether your tough customer is a hot head or an ice princess, unresponsive or constantly showing up on your caller ID, one thing’s for certain, it takes special effort to manage a relationship with someone who is difficult. Is it worth the trouble? You bet! Customer opinions wield strong influence over businesses. They can post …