I pride myself on being an innovative thinker, looking for innovation in every situation. But recently, I learned the hard way that there are times when innovation is not needed or warranted. Let me explain. I recently replaced a double oven in my primary residence. After removing the old oven, I carefully measured the opening […]
Monthly Archives: April 2018
How to Innovate From Below …
I talk a lot about innovation and the need for enterprise-wide innovation. As I talk with business leaders, though, I find it interesting that many C-Suite executives don’t consider organization-wide innovation to be a priority. And this is not just an “old school” mentality: I recently spoke with a Gen X executive who stated flat […]
Getting Your Tone Right …
Do you remember when Target rolled out its EMV (chip card enabled) machine? I know I do! I especially remember how they emanated an obnoxious noise when it was time to take your card out. It was negative reinforcement; why have such a rude noise associated with the new chip card? In fairness to Target, […]
Customer Service – NOT!
Many of us remember the news about the Atlanta airport fire that severely affected travel. As the largest airport in the U.S. by passenger count, anything that affects Atlanta ripples throughout the whole transportation grid. I was scheduled to travel through Atlanta during that time, and like hundreds of thousands, had to change my travel […]