Monthly Archives: May 2011

A change in your work environment can sometimes be the jolt that you — and your teams — need to find fresh new ideas.

Case in point: I just returned from a whirlwind three day trip to Southern CT and NY City. Book signings, client visits, and some tourist time kept me on the go.

The air was balmy, and the energy was electric. The bellman hailed our cab to Penn Station as if his life depended on it. Hotel staff answered their phones after three rings or less. Even the restroom line of 100+ women at the Hirschfeld Theatre moved swiftly during intermission!

As I traversed the potholes of Manhattan and its crusty old railways, I am still–after 27 years of visiting the Big Apple–pleasantly surprised by its unique qualities.

I am headed home from a dynamic series of Voice of the Customer sessions and book signing at the 2011 Allegiance Engage Summit in Deer Valley, Utah.

Amidst two days of dashing through snow flurries) and dodging slush puddles,  I enjoyed learning about the rapid adoption of this new profit-producing technology space. In my upcoming posts, you will hear how companies such as ING Direct, JetBlue, and EMC Corporation are re-framing the definition of the customer experience, and its impact on the bottom line….

I just enjoyed another interview with Arkadi Kuhlmann, CEO and Chairman of ING Direct. His company mantra is “We are going to lead people back to savings.” What is your company’s driving message?
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Stay tuned for my latest comments on the Voice of the Customer Conference this week. Arkadi has clearly set the tone and shaken up the status quo as the opening keynoter today.

Last week, I was waiting in the Whole Foods checkout line and glanced over at the magazine rack. (Actually, I am one of the few people who loves waiting in certain checkout lines. Stores with a healthy variety of reading options earn my patience.)

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I couldn’t help but fall in love with RealSimple‘s May 2011 cover….

Hoar Ask any decorated leader — military or business — what keeps them focused and energized. They will echo what retired U.S. General Joseph Hoar shared with me a decade ago: a daily commitment to quietly reflect and re-evaluate our course. As world citizens discuss and debate the proper way to respond to the successful capture and killing of Osama bin Laden, we face the same opportunity.

Ask any decorated leader — military or business — what keeps them focused and energized. They will echo what retired U.S. General Joseph Hoar shared with me a decade ago: a daily commitment to quietly reflect and re-evaluate our course. As world citizens discuss and debate the proper way to respond to the successful capture and killing of Osama bin Laden, we face the same opportunity.

I sat next to Joe on a flight home to San Diego, California, a few months before September 11, 2001, attacks forever changed and heightened my global views….

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