the cmo guillotine and the one rule to save a neck

They’ve attended Wharton. Read piles of Harvard Business Reviews. Made it through Good to Great and Why We Buy. And yet they just… don’t… stick.In fact, CMOs – starting with those at America’s top 100 brands – are still only on the job a mere 22.9 months before they switch their focus from marketing calendarContinue reading “the cmo guillotine and the one rule to save a neck”

human capital and pink lemonade

In a world of lists and books and books of lists, I have now reduced all you need to know, all you need to do, indeed all you need to follow into one basic tenant for achieving HR greatness. Or, if you prefer, the one difference between HR Contenders and HR Champions. Now before youContinue reading “human capital and pink lemonade”

the virgin hiding in your human resource department

Folklore tells us that when HR legend Libby Sartain masterminded the Southwest Airlines hiring protocols, the candidate’s ability to tell a joke was part of the process. Interviews were attended by multiple members of Lilly’s team, better to evaluate both the candidate and how the recruiter responded to the interview. There was much more. MuchContinue reading “the virgin hiding in your human resource department”

the power of disbelief, part one.

Having helped build internal brand initiatives for companies from Southwest Airlines to Walmart, and having studied Service Profit Chain methods for more than a decade, our belief systems on internal branding have long been etched into granite. Yet as former Limited COO and now Babson College President Len Schlesinger says, (to succeed in today’s businessContinue reading “the power of disbelief, part one.”

send in the clowns

Ahh, the angst of leaving the drive-thu only to discover that they got your order wrong. (Could be worse… you could be getting a delivery from the Chinese place when you open the bag to see that they forgot your soup). But we won’t ponder whether to get your money back or wait another ½Continue reading “send in the clowns”

continental flight 1048: service nightmare at 40,000 feet

The idea of a grumpy, “put-out”, “put-off” otherwise job-loathing employee is nothing new. The fact that this person is a flight attendant is especially no surprise. But when you run into three malcontents one flight, the entire flight crew basically, you’re in for more than a bumpy ride… you’re in for a nightmare at 40,000Continue reading “continental flight 1048: service nightmare at 40,000 feet”

ready to give up everything you believe?

Having designed and executed internal brand initiatives from Southwest Airlines to Walmart, and having studied Service Profit Chain methods for more than a decade, our belief systems on internal branding have long been etched into granite. Yet as former Limited COO and now Babson College President Len Schlesinger says, (to succeed in today’s business climate),Continue reading “ready to give up everything you believe?”