The secret to a more tranquil airport
Juan Alvarado please report to the check-in desk. Attention: For your safety, please keep your bags next to you at…
How to make airports more efficient
You stare at your watch. Why didn’t I leave earlier? This car can’t go fast enough. You make a quick…
Cirque de Soleil: Emotional rides given daily.
Breathless. Awe-inspiring. Captivating. Amazing. Remarkable. The adjectives can’t adequately describe the experience of Cirque De Soleil. This company has been…
@Southwest Air: Customer Can Do Attitude is THE rule
The orders come in like rain as the flight attendant pushes the bulky cart up the cramped aisle: I’ll take…
When you experience life, you remember.
There usually isn’t much chatter on an airplane. People stay engrossed in a book, movie, music, or just their own…
What 3 behaviors repel visitors from your conference booth?
I recently attended a conference and noticed a few behaviors that I don’t think are conducive to maximizing one’s investment…
5 ways to stay engaged at work
The alarm clock beeps and it’s time for another day at work. Stumbling out of bed, you shake sleep from…
Selling coffee as a dream machine
I am not a big coffee drinker. I used to drink 4 cups a day, but they left me feeling…
Life lessons from a pint-size soccer pitch
I was nervous. It was soccer game day for teams named Tigers, Kickers, Dolphins, Yellowjackets. I’d hung up my soccer…
The American life: dealing with forks in the road
You aren’t living anywhere if you aren’t making choices every day. Honestly, I am thankful that we have choices; many…
@Subway: Marketing through song is as good as it gets
When ‘selling’ a product, isn’t it all about how you tell it? Here are two approaches for a fictional razor…
A perilous moment in Round Rock, Texas
It’s not often that opportunity comes whizzing by your head, but on one mild spring night in Texas, it came…
Taking a survey at 30,000 feet with Delta Airlines
30,000 feet above the ground. The air is thin. Sinuses are congested. Time sometimes drags. I’ve read a book, written…
Status meetings: Value-add or productivity drain?
A group of co-workers stare down a deadline. How will the project get done? This project has huge expectations. If…
Make your product invisible
Like electricity, the use of a dataphone has almost become that predictable, consistent, expected. When you want to make a…
@WaltDisneyWorld: How My Mom Witnessed Customer Service Mastery
A stack full of pancakes… A heaping portion of hash browns… A delectable blueberry muffin that crumbles perfectly… Millions don’t…
When the audience wants to text, how do you get them to listen?
As the communicator connected with the audience, every single person in the audience perched on the edge of her seat.…
Making sense of the urge to belong
When I was young, I tried to fit into the crowd. I was ultra-concerned about what everyone else would think.…
The big question: How’s business going?
I make it a point to pose the following question to an unsuspecting waiter, hostess, cook, or ‘owner-looking’ person: How’s…
Why create a billboard that can’t be read?
Would a teacher write on a whiteboard with letters that are too small for his children to read? During a…