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Let’s Get Real: Navigating a World of Meaningless Expressions

We loved this look into modern language by Dan Pallotta from his recent Harvard Business Review blog post, “I don’t understand what anyone is saying anymore.” Another term that has lost its meaning is “Let’s exceed the customer’s expectations.” Employees who hear it just leave the pep rally, inhabit some kind of temporary dazed intensity, and then go back to doing things exactly the way they did before the speech. Customers almost universally never experience their expectations being met, much less exceeded. How can you exceed the customer’s...
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In This World of Decision Fatigue, Does Your Brand Still Matter?

In This World of Decision Fatigue, Does Your Brand Still Matter?

Image from Fast Company Just look at what the average Joe faces when looking for a headache remedy.  It goes on: will he pay with Visa, MasterCard or American Express (and which of the twelve or so he has in his wallet will he choose – the points one, the rebate one, the…)? Will he Tweet about his experience, update his Facebook status or share a picture of the mess through Instagram? And to recover from the shock, will he walk into Starbucks and order a coffee using six or more variables? We love having choices.  But choices can overwhelm us. We quickly become victims...
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Has Dilbert Summed Up Your Brand’s Attitude Toward People?

Has Dilbert Summed Up Your Brand’s Attitude Toward People?

How does your brand reach out to people? Is it “pretending to be interested”, or is there a genuine effort to connect meaningfully to the people vital to your brand’s success? Is it stuck thinking about facts, figures, categories, segments, markets, etc., etc., or is is focused on “human beings”? Is it acting like it has the upper hand because of the economy, or is it treating people in the way they deserve? Is your brand’s brain about to fall out of its yawn hole, or is it imagining how your brand can truly matter to people? ...
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